Help Desk Specialist I

Action for Boston Community Development•Boston, MA

11h•Onsite

About The Position

The Help Desk Support Specialist I provides first-level technical support to agency staff across multiple locations. This role serves as the primary point of contact for IT support requests and is responsible for diagnosing and resolving hardware, software, and network-related issues. Working within the Information Technology Services team, the Help Desk Support Specialist ensures timely resolution of service requests, maintains accurate documentation, and escalates complex issues as appropriate. This position plays a critical role in maintaining reliable technology services that support the agency’s programs and operations.

Requirements

A minimum of a high school diploma or equivalent and up to 12 months of experience is required.
Working knowledge of Microsoft Windows desktop operating systems.
Familiarity with Active Directory user management.
Basic understanding of networking concepts including TCP/IP, DNS, and DHCP.
Strong customer service orientation and ability to support users with varying levels of technical knowledge.
Ability to communicate technical concepts clearly and effectively.
Ability to manage multiple service requests and prioritize workload effectively.
Strong attention to detail and commitment to accurate documentation.
Flexibility, initiative, and ability to work in a team required.
Ability to deal sensitively and effectively with individuals of diverse economic and cultural backgrounds.

Nice To Haves

Associate’s degree in Computer Science, Information Technology, or a related field preferred.
Experience supporting users in a multi-site environment is a plus.
CompTIA or Microsoft or equivalent technical certifications preferred.

Responsibilities

Serve as the primary point of contact for staff requesting IT support.
Respond to technical support requests via phone, email, ticketing system, remote tools, and in person.
Log, track, and document incidents and service requests within the IT ticketing system.
Prioritize requests and escalate issues to appropriate IT staff or vendors when necessary.
Maintain awareness of system updates, changes, and technology improvements.
Diagnose and resolve hardware, software, and connectivity issues.
Configure, deploy, and maintain desktops, laptops, mobile devices, printers, and peripheral equipment.
Install and support agency-approved software, including Microsoft 365 applications.
Provide remote technical support to staff located across multiple agency sites.
Assist with workstation setup and technology onboarding for new employees.
Create, modify, and deactivate user accounts in accordance with onboarding and offboarding procedures.
Support account administration in systems such as Active Directory, Microsoft 365, and other agency applications.
Assist users with password resets, authentication issues, and system access requests.
Adhere to agency IT security policies and procedures.
Assist in identifying and reporting potential cybersecurity risks or suspicious activity.
Support implementation of security practices including system updates, device security, and user access controls.
Ensure proper handling of sensitive and confidential information.
Assist in maintaining accurate inventory records for IT equipment and technology assets.
Document support activities, troubleshooting steps, and resolutions within the IT service management system.
Contribute to the maintenance of IT support documentation and knowledge resources.
Perform related duties as assigned.