IT Help Desk

Child & Family Services, Inc.; New Bedford (MA); On-site; USD 42,000 - 60,000; Full time

Job summary

Child & Family Services, Inc. in Massachusetts seeks a Help Desk Support specialist to provide first‑level IT assistance to staff, handling inquiries by phone, email or web, and coordinating with the IT team to resolve issues.

This on‑site role in New Bedford focuses on EHR and technical support, user account provisioning across systems, and ticket management to ensure timely solutions and accurate records, while maintaining service levels.

Responsibilities

• Serve as the first point of contact for IT's Electronic Health Record (EHR) and Technical teams using phone or electronic ticket system
• Triage employee technical issues by asking questions and documenting information pertaining to staff concerns
• Perform troubleshooting using diagnostic techniques to resolve common and Level 1 technical issues
• Escalate cases which require admin-level access, custom configurations, database edits, or server/network changes
• Utilize excellent customer service skills when triaging employee issues
• Lead creation of new hire accounts in all 3rd party and on-premises systems
• Lead creation of new hire accounts in all EHR environments
• Lead terminations of employee accounts in all 3rd party and on-premises systems
• Lead terminations of employee accounts in all EHR platforms and related integrations
• Assist both EHR and Technical teams with any ongoing projects as needed
• Recording all interactions involving technical assistance
• Follow-up and updating staff ticket statuses
• Manage Help Desk tickets in a timely manner and meet all SLA’s
• Follow-up with employees to ensure issues are resolved
• Watch for issue trends and report to Director of IT
• Run diagnostics to resolve customer reported issues
• Maintain inventory system
• Other duties as assigned

Job description

Summary

The Help Desk Support candidate will provide first-level support to all employees seeking answers to questions or issues around all technical needs. This role will field support requests by phone, email or web to provide better and immediate support to employees having issues. Candidate will work with other IT team members to coordinate schedules, elevate cases and provide additional assistance as needed.

Summary

The Help Desk Support candidate will provide first-level support to all employees seeking answers to questions or issues around all technical needs. This role will field support requests by phone, email or web to provide better and immediate support to employees having issues. Candidate will work with other IT team members to coordinate schedules, elevate cases and provide additional assistance as needed.

Child and Family Services recognizes the power in Diversity and believes that Equity is a Human Right.

Child & Family Services carefully considers a wide range of factors when determining compensation including, but not limited to, prior experience, education, certification(s), license(s), skills and expertise, location, internal equity and other factors that are job related and consistent with business need. Our goal is to support, reward and compensate the entire individual. Depending on role eligibility, your offer may include a bonus or other incentives. Therefore, final offer amounts may vary from the amount stated.

Job Responsibilities & Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Serve as the first point of contact for the Information Technology department’s Electronic Health Record (EHR) and Technical teams using phone or electronic ticket system
• Triage employee technical issues by asking questions and documenting information pertaining to staff concerns
• Perform troubleshooting using diagnostic techniques to resolve common and Level 1 technical issues
• Escalate cases which require admin-level access, custom configurations, database edits, or server/network changes
• Utilize excellent customer service skills when triaging employee issues
• Lead creation of new hire accounts in all 3rd party and on-premises systems
• Lead creation of new hire accounts in all EHR environments
• Lead terminations of employee accounts in all 3rd party and on-premises systems
• Lead terminations of employee accounts in all EHR platforms and related integrations
• Assist both EHR and Technical teams with any ongoing projects as needed
• Recording all interactions involving technical assistance
• Follow-up and updating staff ticket statuses
• Manage Help Desk tickets in a timely manner and meet all SLA’s
• Follow-up with employees to ensure issues are resolved
• Watch for issue trends and report to Director of IT
• Run diagnostics to resolve customer reported issues
• Maintain inventory system
• Other duties as assigned

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.