Help Desk Support Specialist

 

General Statement of Duties

 

This position will start in the office but will eventually be a Hybrid position. Work as part of the information technology team providing top-notch customer service as first tier of support for all end users across the agency. Support users over phone, email and chat while collaborating with team members to escalate and resolve technical issues. Service and maintain IT technology including computers and other devices, provide installation and updates to software and maintain inventory.

 

 

BAMSI is a 501(c) 3 nonprofit organization founded in Brockton, Massachusetts, with a vision of driving change and creating equal opportunities for individuals with developmental disabilities and mental and behavioral health challenges.  Brockton Area Multi-Services, Inc. (BAMSI) was incorporated on March 21, 1975 as South Shore Multi-Services Inc., under Chapter 180 of the Massachusetts General Laws, as a not-for-profit human service organization. On July 9, 1975, it changed its name to Brockton Area Multi-Services, Inc. It was formed for the development, coordination, and delivery of integrated human service programs, and according to its website, its mission is “to empower people and enrich their lives, through compassionate support and diverse services, one individual, one family a time.” BAMSI employees up to 2,000 people and operates adult, child, and family services, assisting approximately 30,000 individuals each year in Worcester, Middlesex, Norfolk, Bristol, and Plymouth Counties.

 

BAMSI is committed to Diversity, Equity, Inclusion, Justice, and Access for all; to creating a holistic system of care that meets people where they are; and abolishing the stigmas surrounding mental illness, disability, and addiction.

 

We strive to offer valuable benefits that promote a healthy work/life balance and add value to our employees’ lives. Our comprehensive benefits include:

• Generous Time Off Package
• up to 4 weeks combined vacation, personal and cultural holiday
• 11 paid holidays
• up to 2 weeks Sick Time
• Highly Specialized Paid Trainings including opportunity to earn CEUs
• Health and Dental Insurance
• Life, Short Term and Long Term Disability Insurance
• 403B plan with discretionary match
• Wellness Activities
• Employee Assistance Program
• Career Development Opportunities

*Available benefits are based on position and scheduled hours. 

 

1. Provide first tier technical support and service to on-site and remote users, serving as first point of contact over phone, email and chat applications. Must monitor and respond quickly to all incoming requests by utilizing strong troubleshooting, communication and problem solving skills. Escalate complex issues to the appropriate specialist in the department to ensure those requests are resolved on a timely basis.
2. Install, transport and maintain a range of information technology equipment including but not limited to PCs, laptops, tablets, mobile devices, and audio-visual (A/V). Keep up to date with inventory of all hardware.
3. Install, update and configure applications and endpoint operating system, updates and install patches, as well as maintaining security applications. Maintaining compliance with corporate technology use policies.
4. Complete all work orders promptly utilizing the service desk ticketing application. Document all incidents and service requests including all interactions with users. Provide prompt feedback and communication to all users who place requests through the Helpdesk.
5. Work collaboratively with Information Technology Service Department staff to develop, implement and maintain standards for network security, data integrity and effective information systems.
6. Work collaboratively with Information Technology Services Department staff to create documentation and process procedures for an effective Information Technology ServiceDesk.
7. Work together with Information Technology Services Department staff in responding to current and future agency Information Technology Services needs and assist in the development of effective information systems.
8. Perform duties consistent with program and agency policies and procedures.
9. Execute duties to reflect reasonable safety standards. Standard/universal precautions must be utilized and training in areas that constitute risk.
10. Perform other related work duties as assigned by supervisor or designee.
11. Ability to move computer equipment (up to 50 pounds) from floor level to approximately 4 feet from the floor.
12. Ability to frequently load and unload computer equipment into vehicles and move equipment between vehicles and buildings.
13. Ability to ascend and descend stairs while transporting equipment.
14. Ability to remain in a stationary position up to 50% of the time.
15. Must be able to drive up to 4 hours per day.

 

EDUCATION/CREDENTIALS:

• Associates degree and/or successful completion of technology certificate program such as CompTIA A+ is preferred.
• A valid driver's license in state of residence and own means of transportation is required.

 

EXPERIENCE: 

• Minimum of one-year experience working in a Helpdesk or PC Support capacity or relevant IT experience in a professional environment is required.
• Experience in an environment supporting Microsoft Operating Systems Windows 10 and Microsoft Office 365 applications is preferred.

 

 

KNOWLEDGE/SKILLS/ABILITIES:

• Strong interpersonal, business and communication skills required.
• Must be a self-motivated individual who demonstrates good initiative, customer service approach, and attention to detail with a strong sense of urgency.
• Candidate should have very good trouble-shooting skills and be comfortable troubleshooting a wide range of equipment including PCs & peripherals, internet and wireless, tablets, mobile devices and AV equipment.
• Experience with Helpdesk/ServiceDesk ticketing applications is a plus.
• Knowledge of MS Active Directory, Azure Cloud, and Microsoft Intune platforms are a plus.

 

 

BAMSI conducts as needed, job-related background checks (e.g., may include but is not limited to fingerprints, drug testing, TB testing, verification of employment history and/or reference checks) prior to employment.

We at BAMSI appreciate your interest and consideration of roles in our organization.
BAMSI is an equal opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identify, age, marital status, family responsibilities, pregnancy, genetic information, protected veteran or military status and regardless of whether the qualified applicants are individuals with disabilities.
EEO is the Law
http://www1.eeoc.gov/employers/poster.cfm
Reasonable Accommodations for Applying/Recruitment
Reasonable accommodations are adjustments made to remove workplace obstacles for qualified individuals with disabilities to apply for and perform their jobs.
Applicants who qualify under the Americans with Disabilities Act, as amended, may be eligible for a reasonable accommodation in BAMSIs application and selection process. A request for an accommodation will not affect opportunities for employment within BAMSI.
Arrangements can be made if you have a disability that requires an accommodation for completing an application form, interviewing or any part of the employment process. Requesting accommodations, in writing or verbally, can be initiated by a BAMSI employee, qualified applicant, or by someone acting on that persons behalf. Either call 508-484-7171 or, send letter to Talent Acquisition, 15 Christy's Dr Brockton, MA 02301. Note: please do not use these contacts to follow-up on job inquiries.