Help Desk Specialist II

Action for Boston Community Development•Boston, MA

9h•Onsite

About The Position

The Help Desk Support Specialist II provides advanced technical support for staff across the agency’s multi-site technology environment. This role serves as a Tier II escalation resource for service desk incidents and is responsible for diagnosing and resolving complex hardware, software, network, and cloud application issues. The Specialist supports agency technology infrastructure by maintaining endpoint systems, assisting with system administration tasks, supporting cybersecurity practices, and contributing to IT projects and technology deployments. The position works closely with IT team members and agency staff to ensure reliable, secure, and effective technology services that support the organization’s mission and programs.

Requirements

A minimum of an Associate’s Degree in Computer Science, Information Systems, or related field, or equivalent work experience and one to three years of experience is required.
Experience supporting cloud platforms and modern workplace technologies is required.
Strong troubleshooting skills across Windows operating systems, desktop hardware, and enterprise software applications.
Experience supporting Active Directory, user account management, and cloud-based applications.
Basic understanding of TCP/IP networking including DNS, DHCP, VPN, and firewall concepts.
Ability to manage multiple support requests while maintaining high quality service.
Strong customer service skills and commitment to supporting staff in a mission-driven environment.
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

Experience supporting Windows desktop environments and enterprise applications
Technical certifications such as Microsoft, CompTIA, Cisco, Google, or similar are preferred.
Familiarity with virtualization platforms preferred.
Familiarity with backup and recovery systems such as Veeam or similar platforms preferred.

Responsibilities

Provide Tier II technical support for agency staff by diagnosing and resolving complex hardware, software, and system issues.
Serve as an escalation resource for Tier I help desk incidents.
Respond to service requests and incidents through the agency’s IT service management system, ensuring accurate documentation and timely resolution.
Troubleshoot and resolve issues related to desktops, laptops, mobile devices, printers, and other peripherals.
Provide remote and occasional on-site technical support to users across multiple agency locations.
Assist users with troubleshooting Microsoft Office, cloud applications, and agency software platforms.
Assist in supporting the agency’s Windows server and endpoint environment.
Troubleshoot issues related to Active Directory, authentication, DNS, DHCP, and user access.
Diagnose and coordinate resolution of network connectivity issues including wired, wireless, and VPN access.
Support backup and recovery operations and perform file or system restores when required.
Assist with system updates, patches, and routine maintenance tasks across agency technology systems.
Configure, deploy, and maintain desktops, laptops, and other endpoint devices.
Support device imaging, provisioning, patching, and lifecycle management.
Maintain accurate records of IT assets including device inventory and user assignments.
Assist with technology setup and support for new offices, program locations, or equipment deployments.
Support agency cybersecurity practices including endpoint protection, patch management, and account security.
Assist in identifying and responding to potential security incidents involving user devices or accounts.
Enforce agency IT security policies including password standards, multi-factor authentication, and device security practices.
Stay informed about emerging cybersecurity threats and vulnerabilities relevant to the organization’s technology environment.
Participate in IT projects including system upgrades, software implementations, and infrastructure improvements.
Assist with technology deployments across multiple agency locations.
Provide technical support during agency-wide technology rollouts.
Maintain clear documentation of technical issues, troubleshooting steps, and solutions.
Contribute to internal IT knowledge base documentation.
Identify recurring technical issues and recommend improvements to systems, processes, or user support practices.