Desktop Support is responsible for Customer/User satisfaction as it relates to IT services and support. Acts as support technician for sites as assigned and will perform tasks associated with managing, prioritizing, and resolving Help Desk tickets.
Maintains the IT inventory database.
Provides support of personnel as it relates to the use of equipment and software
Assess, debug and resolve technical problems associated with desktops and system peripherals.
Performs all duties in a respectful and professional manner.
Performs all duties in accordance with EOHHS policies and procedures.
Performs all business administrative duties in a timely and accurate fashion.
Participate in projects and meetings as required.
Support of personnel as it relates to the use of equipment/software in the EOHHS enterprise environment as needed.
Coordinate site visits with service providers.
Assists with troubleshooting and resolving Network issues as required.
Assist with the Monitoring and Maintaining the health and integrity of the network
Assist with local backup and restore process as required
After hours support as authorized and required
Responsible to perform related duties as required.
Respond and resolve tickets and incidents in accordance with EOHHS IT policies and procedures as they relate to customer support and updates
Maintain inventories of all EOHHS IT assets using the EOHHS inventory collection process to secure Commonwealth assets.
Manage the upgrade of hardware & software when necessary to insure that all services are provided in a secure and timely fashion. This includes but is not limited to new Anti-Virus, Operating System patches, or other mandated software upgrades as directed by EOHHS standards and practices.
Clearly communicate and/or escalate to their supervisor any IT operations issues or disruptions (planned or unplanned) to minimize user impact.
Assist Telecom with movement of IP phones as required.
Work collaboratively with internal and external groups in a team environment to improve overall customer service and support.
Utilize any and all resources available through EOHHS and other sources for assistance with problem resolution.
Implementation of EOHHS IT enterprise images for PC’s (Desktop/Laptop) according to EOHHS procedures and policy to insure a consistent environment.
Responsible for timely response and support during scheduled and authorized non-business hours to insure continuity of services to the network environment.
Install and move assets as required according to EOHHS policies and procedures
Assist with meetings special projects and other requests as required to maximize the efficient use of IT resources.
Complete all activities within EOHHS security policies and practices to insure the safety and privacy of data, its clients and its resources.
Act as the contact person for office wiring/cable installations and performs related duties as required.
Required to travel to various sites as needed or requested.
Participate in team meetings as required
Manage site specific projects as related to desktops.
Assist with site specific projects as related to network infrastructure & server support
Install, configure and support state issued mobile devices
Assists with troubleshooting and resolving Network issues and infrastructure as required.
Assist with local backup and restore process to include swapping tapes, restoring files, and transfer of media as required
Support, trouble shoot and configure remote access to assist network users with connectivity to EOHHS network from non-magnet connections.
Perform all duties as required and directed.
Knowledge of hardware / Microsoft operating systems through current version
Experience supporting MS Office Suite
Experience working with Active directory
Knowledge of and experience with the Local Area Networks (physical and logical).
Knowledge of capabilities and limitations of computer hardware (PCs, Laptops, Printers & Peripherals).
Knowledge of IT industry standards.
Knowledge of the principles, practices and techniques of professional writing and communication methods.
Ability to follow oral and written instructions.
Ability to understand the laws, rules, regulations, policies, and procedures, standards and guidelines governing all EOHHS activities
Knowledge and experience with basic security measures and requirements
Valid drivers’ license and access to a vehicle
Ability to lift up to 35lbs & push 65lbs
A criminal background check will be completed on the recommended candidate as required by the regulations set forth by the Executive Office of Health and Human Services prior to the candidate being hired. For more information, please visit http://www.mass.gov/hhs/cori and click on "Information for Job Applicants".
Education, licensure and certifications will be verified in accordance with the Human Resources Division’s Hiring Guidelines
Education and license/certification information provided by the selected candidate(s) is subject to the Massachusetts Public Records Law and may be published on the Commonwealth’s website.
For questions, please the contact the CYF Office of Human Resources at 1-800-510-4122 and select option #2.
First consideration will be given to those applicants that apply within the first 14 days.
Minimum Entrance Requirements:
Applicants must have at least (A) four years of full-time, or equivalent part-time, professional experience in electronic data processing of which (B) at least two years must have been in work in which the major duties included computer systems analysis, or (C) any equivalent combination of the required experience and the substitutions below.
I. An Associate's degree with a major in the field of data processing or computer programming may be substituted for a maximum of one year of the required (A) experience.*
II. A Bachelor's degree with a major in the field of data processing or computer and/or information science may be substituted for a maximum of two years of the required (A) experience.*
III. A Graduate degree with a major in the field of data processing or computer and/or information science may be substituted for a maximum of two years of the required (A) experience.*
IV. A diploma for completion of a two year full-time, or equivalent part-time, program in a recognized non-degree granting business or vocational/technical school above the high school level with a major in the field of computer programming may be substituted for a maximum of one year of the required (A) experience.*
V. An official transcript from a recognized business or vocational/ technical school as evidence of completion of a program consisting of at least 650 hours of instruction in the field of computer programming may be substituted for a maximum of one year of the required (A) experience.
VI. Graduation from the data processing course of a recognized vocational/technical high school may be substituted for a maximum of one year of the required (A) experience.
- Education toward such a degree or diploma will be prorated on the basis of the proportion of the requirements actually completed.
No substitution will be allowed for more than two years of the required (A) experience.
No substitution will be allowed for the two years of the required (B) experience.