IT Support Specialist - IT Division

Committee for Public Counsel Services•Boston, MA

10d•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 frontline position works directly with staff via phone, email, and in-person to address technology challenges and deliver new technology. The role is part of the IT Infrastructure team and involves responding to helpdesk inquiries, completing project-based work, and delivering technology projects to address Agency priorities. CPCS IT is committed to providing career and technical development through formal and ad hoc training and project work. The individual in this role must be comfortable working directly with non-technical staff and problem-solving with individuals of varied technical knowledge. This position is expected to travel to various offices around the Commonwealth, 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.

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.