IT Help Desk Specialist I — 1st Shift, Westborough

Spectrum Health Systems; Westborough (MA); On-site; USD 2,893,000 - 3,306,000; Full time

Benefits offered by this job

Health, dental, vision insurance/addi…

Company-paid life insurance/employee …

Generous paid time off accrual

Tuition reimbursement/loan repayment …

401k with company match up to 7%!

Discounts on wide array of services/…

Job summary

Spectrum Health Systems in Westborough, MA is seeking a Service Desk Technician I to join our IT team. You will be the frontline support, handling tickets, diagnosing issues, and restoring service to users across the organization.

The role requires strong communication, customer service, and basic IT knowledge. You’ll document incidents, follow SLAs, participate in on-call rotation, and assist with software updates and end-user assistance.

Qualifications

• Associates Degree or 1–2 years of work experience required.
• Valid driver's license and reliable transportation for business travel.
• ITIL familiarity preferred.
• Optional certifications listed above.
• Proficient in English.

Responsibilities

• Handle frontline service desk tickets via phone and email.
• Provide information, restore service, and escalate when needed.
• Communicate effectively with users and document issues.
• Review and apply diagnostic utilities & knowledge bases.
• Assist in software updates and end-user communications.
• Maintain SLA adherence and create help sheets.

Skills

Customer service

Communication

Troubleshooting

Documentation

Team player

English fluent

Education

Associates Degree or 1-2 years experience

Tools

HDI Certification

Microsoft Certification

Cisco Certification

CompTIA Certification

ITIL v3/v4

Job description

Spectrum Health Systems in Westborough, MA is seeking a Service Desk Technician I to join our IT team. You will be the frontline support, handling tickets, diagnosing issues, and restoring service to users across the organization.

The role requires strong communication, customer service, and basic IT knowledge. You’ll document incidents, follow SLAs, participate in on-call rotation, and assist with software updates and end-user assistance.