Help Desk Specialist

Job description

General Statement of Duties and Responsibilities

• Incumbents provide Tier 1and Tier 2 computer technical support to internal customers and perform related work as necessary.
• The purpose is to ensure internal customers can effectively use computer resources as tools so that they can in turn perform their job functions.

Detailed Statement of Duties and Responsibilities

• Monitor and interact with telephone, voicemail, email and ticketing systems.
• Monitor and maintain all IT Service Desk tickets. Responds to and close tickets appropriately.
• Consults with programming, network and server personnel on the operation of applications.
• Notifies the appropriate personnel on network outages and other computer system outages.
• Images, installs and troubleshoots workstations (PCs) at MassDOT offices.
• Installs, troubleshoots, configures, and deploys software and hardware.
• Installs, instructs and troubleshoots peripherals such as printers, scanners and signature pads.
• Supports RMV Service Centers technology needs, this includes maintaining computer systems.
• Supports Highway District Offices and Remote Depots’ technology needs, this includes maintaining computer systems.
• Works with outside vendors to report and resolve faulty equipment.
• Upgrades workstations to meet software specifications.
• Image workstations for use in RMV Service Centers and Highway Offices.
• Use software utilities to maintain user accounts this includes changing passwords for email and accounts.
• Documents special procedures as needed.
• Work on special projects as required.

Qualifications Required At Hire

• Knowledge and concepts of computer hardware and software support within a Windows environment.
• Excellent customer service skills.
• Ability to logically troubleshoot and resolve complex technology issues.
• Ability to exercise sound judgment and work independently.
• Ability to establish rapport with others.
• Ability to prepare and use technical documentation and flow charts.
• Ability to manage assigned vendors when problems are escalated.
• Demonstrate ownership of the support ticket lifecycle.
• 2-3 Years of Tier 1 and 2 PC/Computer support.
• Knowledge of servers and networking technology would be a plus.
• Technical certifications are a plus.

All your information will be kept confidential according to EEO guidelines.