Technical Support Technician I

Massachusetts Water Resources Authority • Chelsea, MA

2d • Hybrid

About The Position

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

• A Bachelor's degree in management science, engineering management, computer science or related field; and at least one (1) year experience: or An Associate's degree in management science, engineering management, computer science or a related field and at least three (3) years of experience in a related field; or Any equivalent combination of education or experience.
• A valid Massachusetts driver's license for travel between worksites.
• A+ or a specific OEM certification or ability to obtain within one (1) year.
• ITIL Foundations Certification or the ability to obtain within a 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 Current Microsoft Windows Desktop and Server Operating Systems, Mac OS X.
• Knowledge of Current Microsoft Office Suite.
• Basic knowledge of Microsoft Exchange Microsoft Teams, Web와이스, Zoom, slack or other messaging software.
• Basic knowledge of PowerPoint, Visio, Adobe Suite, AutoCAD, Fast Stone and Arc Info Suite.
• Familiarity with Desktops, mobile devices multifunctional devices, basic knowledge of audio-visual equipment and various peripherals.
• Basic knowledge of Ethernet, TCP/IP, Wireless Networks, Active Directory and DNS concepts.
• Office equipment normally associated with the use of telephone, copy, fax machines, MFDs and personal computers including word processing and other software.

Nice To Haves

• May be eligible to telework one day/week after an initial waiting period.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree