IT Support Specialist

Commonwealth of Massachusetts•Boston, MA

6d•Hybrid

About The Position

The Committee for Public Counsel Services (CPCS), the Massachusetts state public defender agency, is seeking a full-time IT Support Specialist in its Information Technology Division. This role involves directly assisting staff with technology challenges and implementing new technology through phone, email, and in-person interactions. The position is part of the IT Infrastructure team and is located in Boston. CPCS is dedicated to fighting for equal justice and human dignity by supporting clients in achieving their legal and life goals through zealous advocacy and promoting just public policy. The agency values courage, accountability, respect, and excellence. CPCS is committed to diversity, equity, and inclusion, aiming to ensure its staff represents a broad range of human differences and experiences, provides a respectful and supportive work climate, and promotes the dignity and well-being of all staff members. The Information Technology Division supports the agency's mission by providing innovative digital products and supporting staff, private counsel, and vendor partners through application development and infrastructure services. This frontline position requires comfort working with non-technical staff and problem-solving across varied technical knowledge levels. The role involves travel to various offices around the Commonwealth, estimated at up to 40% of working hours. The IT Support Specialist will report directly to a Helpdesk Supervisor.

Requirements

Associates degree in computer science or related field or comparable experience
2+ years’ experience directly interacting with systems and end-users both remotely and on-site
2+ years’ experience providing technical Helpdesk and technical customer service in a Microsoft environment, including Windows 11, Windows servers 2019-2025, Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
2+ years’ experience troubleshooting hardware, software, and network problems
2+ years’ experience managing small projects
2+ years’ experience troubleshooting network or server issues in a Windows environment
Valid driver’s license and a reliable personal vehicle for transportation on a reimbursable basis
Access to home internet access sufficient to work remotely

Nice To Haves

Azure experience helpful

Responsibilities

Providing technical support to end-users in a timely fashion via telephone, email, remote login or in person, including troubleshooting, instruction, setup, and installation of desktops (including peripherals), software, printing (including drivers), networking, VPN, connectivity, and servers
Upgrading software
Supporting setup of mobile devices
Providing remote and onsite network, hardware and software support at roughly 20 field offices in Massachusetts
Imaging and repairing computers and troubleshooting hardware and software issues
Proactively identifying solutions to improve end-user experience and Agency technology profile
Identifying new technologies for the Agency that can improve IT operations or end-user effectiveness
Updating and installing virus protection and removing viruses when necessary
Leading, managing, and/or supporting special technology projects
Troubleshooting routers, switches, high-speed ISP connections
Other responsibilities as assigned