HelpDesk Administrator

Edward M. Kennedy Community Health Center, Inc; Framingham (MA); On-site; USD 27,552 - 31,684; Full time

Benefits offered by this job

Medical insurance

Generous time off packages

Dental and vision insurance

403b retirement plan

Flexible Spending Accounts

Employee Assistance Program

Job summary

Edward M. Kennedy Community Health Center, Inc is seeking a Helpdesk Administrator in Framingham, MA to provide frontline user support on IT, telecommunication, and computer inquiries. Candidates should have strong PC skills and knowledge of Windows 10, with the ability to troubleshoot and resolve technical issues.

This position offers a competitive salary, medical insurance starting on the first day of employment, generous time off, and various other benefits.

Qualifications

• Strong PC skills with knowledge of Windows 10; Mac OS experience is a plus.
• Strong customer service skills and phone etiquette.
• Understanding of networking fundamentals.
• Basic understanding of client-server models.

Responsibilities

• Analyze, troubleshoot, and resolve software & hardware issues.
• Use remote support software for technical assistance.
• Monitor networks for potential issues and escalate critical incidents.
• Support and maintain user account information.
• Assist with training end users on PC computing skills.
• Record and manage IT Helpdesk requests.
• Provide after-hours and weekend support when needed.

Skills

PC skills

Customer Service

Networking Fundamentals

Organizational skills

Job description

Salary for this Position: $20.00 - $23.00/Hour

All Pay Rates are subject to Experience, License or Certification and Location.

Edward M. Kennedy Community Health Center is one of the largest community health centers in Massachusetts serving Worcester, Framingham, Milford, and the surrounding communities. We are a thriving and growing organization, and our team is expanding across sites to support this growth.

We are currently hiring a Helpdesk Administrator based in Framingham, MA. The Helpdesk Administrator provides frontline user support on a variety of information technology, telecommunication and computer use inquiries. Identify, research and resolve technical problems, respond to telephone and email inquiries and personnel requests for technical support. Document and track and monitor technical problems to ensure a timely resolution. Relies on instructions and pre‑established guidelines to perform the functions of the job.

As an employer of choice, our inclusive workplace environment fosters teamwork, accountability and respect and supports the growth and development of each employee. We are an equal opportunity employer and embrace the richness of the diversity of our staff and community. You are a good fit for our team if you are passionate about helping people live healthier lives and enjoy working in a supportive, team‑based environment.

Essential Functions

• Analyze, troubleshoot and resolve software & hardware issues for end users and follows up with them to ensure that requests were completed to their satisfaction.
• Use remote support software to provide technical support.
• Monitors network and associated devices for potential issues and identifies and escalates critical incidents with a strong sense of urgency and ownership.
• Supports and maintains user account information including rights, security and systems group.
• Assists with training of end users on basic PC computing skills and computer usage policies.
• Learn and keep current with all supported software applications.
• Use the IT Helpdesk ticketing and knowledge‑base system to record, assign, track, close, and analyze all IT Helpdesk requests.
• Coordinate with external vendors to troubleshoot technical problems that cannot be resolved internally.
• Travel to other sites to provide technical support as needed.
• Provide after‑hours and weekend support on a rotational basis.
• Perform other duties and work assignments as assigned by the supervisor including attendance at requested department, organization, and outside meetings and/or trainings.
• Works a fluctuating work schedule including day, evenings, and occasionally a Saturday shift (9 am‑1 pm).

Education and Experience

• Strong PC skill and Windows 10 knowledge; Mac OS experience a plus.
• Strong Customer Service, phone and organizational skills.
• Understanding of Networking Fundamentals.
• Basic Client‑Server understanding.

Benefits

• Competitive salary based on related experience.
• Medical insurance starts on first day of employment. Health center pays 80% of medical insurance premiums. Includes coverage for same‑sex domestic partners and gender affirming care.
• Generous time off packages.
• Dental and vision insurance.
• 403b retirement plan with employer match.
• Flexible Spending Accounts.
• Employee Assistance Program.