IT Support Specialist - IT Division

Committee for Public Counsel•Boston, MA

11d•$65,953 - $96,855•Onsite

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 is a frontline position working directly with staff via phone, email, and in-person to address staff technology challenges and deliver new technology. This position is part of the IT Infrastructure team. In conjunction with other infrastructure staff, this role responds to helpdesk inquiries as well as completing project-based work. In addition to addressing helpdesk queries and delivering and setting up new end-user technology, this position will deliver technology projects to address Agency priorities. CPCS IT believes in providing career and technical development for the individual in this role through formal and ad hoc training and through project work. The person in this role must be comfortable with working directly with non-technical staff at the Agency and problem-solving with staff of varied technical knowledge. This position is expected to travel to various offices around the Commonwealth, with travel estimated up to 40% of working hours. The IT Division has permanent workspace in Boston, Brockton, Worcester and Springfield. This position will be located in Boston. 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
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), Azure experience helpful
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