IT Help Desk Technician

High Point & SEMCOA•New Bedford, MA

1d•$23•Onsite

About The Position

The IT Helpdesk position provides front-line technical assistance to staff across the organization. This role exists to ensure timely resolution of basic IT issues, accurate ticket triage, and smooth escalation of complex problems to higher-tier support. The position supports day-to-day technology operations including device setup, user onboarding, and helpdesk coordination. Its purpose is to maintain operational continuity and deliver a high standard of customer-focused support. High Point & Affiliated Organizations is a health and human service agency whose mission is to treat and prevent substance use disorders and mental illness. High Point has programs located throughout Southeastern Massachusetts offering a full continuum of care for substance use and mental health treatment, including inpatient, outpatient, residential, and community-based services. Programs and services also assist survivors of abuse, violence, and families experiencing homelessness. High Point believes that everyone has inherent goodness, worth, and dignity. Our goal is to help individuals and families achieve personal change and improve their quality of life.

Requirements

High school diploma or equivalent
1+ year of IT support/helpdesk experience (internships accepted)
Familiarity with Windows OS, Microsoft 365, and basic networking
Strong customer service, organizational, and communication skills
Ability to lift and move IT equipment up to 25 lbs
Extended periods of time sitting or standing while working on devices
Frequent walking between workstations or buildings
Manual dexterity for keyboarding, tool use, and cable connections

Responsibilities

Serve as the initial point of contact for IT support requests
Provide first-line technical support and problem resolution for hardware, software, account access, email, and connectivity issues
Handle helpdesk intake and triage via phone, email, and the support platform
Log, prioritize, and document tickets accurately in the helpdesk system
Resolve common end-user issues and escalate complex or unresolved tickets to Tier 2 or Tier 3 staff as appropriate
Support day-to-day IT operations, including onboarding and offboarding, workstation setup, basic system configuration, and access provisioning
Prepare and deploy workstations, peripherals, and equipment for new hires and reassignments
Assist with maintaining IT inventory, asset tracking, and periodic asset audits
Maintain compliance with IT policies, security procedures, and documentation standards
Create and maintain IT documentation and knowledge base articles
Support mobile device management (MDM) deployment and administration tasks as assigned
Contribute to departmental projects and cross-functional initiatives
Use Asana to track assigned project-related tasks
Participate in an on-call rotation to provide 24-hour emergency technology support when required
Other duties as assigned