Technical Support Technician I
About The Position
Are you looking to make a meaningful impact on public health and the environment? Join the MWRA team! We deliver some of the nation's highest-quality drinking water to 3 million residents, restored Boston Harbor, and continue to invest in protecting vital public resources. Be part of a mission-driven organization where your work truly makes a difference-in a safe, inclusive, and supportive environment. Summary: Provides Tier 1 user support for reporting, logging, resolving or referring user issues/problems. Provides Tier 1 user support, including troubleshooting hardware, software and peripheral problems. Assists MWRA users with the introduction to new or modified computer environments. Configures and installs hardware, software and peripheral products, for the MWRA users.
Requirements
- Understanding of computer hardware and software as normally acquired through an Bachelor's degree in management science, engineering management, computer science or a related field and one year of experience; or
- An Associate's degree in management science, engineering management, computer science or a related field and at least through at least three (3) years of experience in a related field; or
- Any equivalent combination of education and/or experience.
- A valid driver's license for travel between worksites.
- A+ or a specific OEM certification or the ability to obtain within 1 year.
- ITIL Foundations Certification or the ability to obtain within 1 year.
- Knowledge of computer hardware, software and peripheral operation.
- Ability to effectively diagnose and interpret basic problems on a variety of computer hardware, software and peripheral devices and to define appropriate resolutions.
- Excellent analytical and interpersonal skills.
- Good written and oral communication skills.
- Knowledge of the following:
- Operating System/Environments: Current Microsoft Windows Desktop and Server Operating Systems, Mac OS X.
- Desktop Productivity Software: Current Microsoft Office Suite.
- Groupware/Messaging Software: Basic knowledge of Microsoft Exchange Microsoft Teams, WebEx, Zoom, slack or other messaging software.
- Graphics/Presentation Software: Basic knowledge of PowerPoint, Visio, Adobe Suite, AutoCAD, Fast Stone and Arc Info Suite.
- Hardware Environment: Desktops, mobile devices multifunctional devices, basic knowledge of audio-visual equipment and various peripherals.
- Network: Basic knowledge of Ethernet, TCP/IP, Wireless Networks, Active Directory and DNS concepts.
Responsibilities
- Provides Tier 1 technical support for user requests received by phone, email, in person or through the ticketing system.
- Investigates and provides basic troubleshooting of computer hardware, software, and peripherals.
- Notifies and escalates issues to appropriate staff as needed.
- Configures basic computer hardware, software, and peripheral products for the MWRA.
- Reviews and validates user requests for appropriate approvals as needed.
- Gathers detailed information needed for user requests to ensure their request is actionable and generates service request in ticketing system.
- Participates on computer hardware, software or peripheral project teams to assist with the introduction of new or modified computer technology.
- Follows all established documentation within technical support processes and provides input into procedures to improve accuracy and effectiveness.
- Perform related duties as required.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Administration of Environmental Quality Programs
Number of Employees
1,001-5,000 employees
