Help Desk Support Specialist- IT

VITRA Health•Braintree, MA

About The Position

VITRA Health is hiring, and we believe that our team is the key to our success. That is why we are looking for a Help Desk Support Specialist. If you’re a passionate, caring, motivated professional who is looking to make a difference in your community, we encourage you to apply today! Vitra Health is a mission-driven healthcare services organization dedicated to strengthening families and communities by supporting caregivers and enabling individuals with disabilities or chronic medical needs to remain safely and comfortably in their homes. Through programs such as Adult Foster Care (AFC), Group Adult Foster Care (GAFC), and Adult Day Health, Vitra Health provides personalized care plans, financial support for caregivers, and culturally competent case management across Massachusetts. Job Overview: The Help Desk Support Specialist will be responsible for the delivery of customer support services for Vitra’s Information Technology (IT) including equipment deployment and maintenance, ticket tracking, troubleshooting, user assistance, training and Help Desk support.

Requirements

Bachelor's degree is required.
At least 3-4 years of experience in systems administration, network management, and IT support is preferred.
Progressive Healthcare experience preferred.
Strong analytical and troubleshooting skills to resolve technical issues efficiently.
Excellent verbal and written communication skills to interact with team members and other departments effectively.
Ability to multitask, learn new skills, and adapt to change.
Demonstrated ability to work independently, and willingness to work in the field if needed.
Ability to withstand varying job pressures, organize/prioritize related job tasks, and excellent attention to detail.

Responsibilities

Full desktop support, diagnosing and resolving issues in response to customer reported incidents.
Planning and analysis of work processes.
Ensures all Help Desk tickets are entered, and customer service follow-up are completed
Identifies and reports trends and patterns of issues.
Provides leadership feedback on process improvement initiatives with a customer service approach.
Participates in employee training and onboarding.
Provides technical guidance and support to IT team members and other departments, resolving complex technical issues.
Implements and maintain security measures to protect the organization's data, including firewalls, intrusion detection systems, and access controls.
Develop and maintain backup and recovery procedures to safeguard data integrity and ensure business continuity in case of system failures.
Create and update technical documentation and procedures related to system management and operations.
Manage user accounts and permissions, ensuring compliance with security policies and best practices.
Participate in project planning and implementation, collaborating with other departments to meet organizational goals.
Offer technical support to company staff and troubleshoot computer problems.
Customer service centered and responsiveness approach to IT service delivery.
Serve as a liaison between Functional department leaders & IT Service Desk team.
Leverage clinical knowledge and work with Leadership to anticipate roadblocks and develop IT solutions as needed.
Assist with IMAC services (Install, Move, Add, Change).
Track and Maintain stock levels at our main sites.
Foster culture of customer service and commitment to quality care.
Foster culture of customer service and commitment to quality care.
Serve as a brand ambassador for Vitra reflecting our vision, mission, and values.
Show genuine interest and compassion for the communities we serve.
Other duties as assigned.