Help Desk Specialist

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.