IT Services Helpdesk Technician

Vinfen; Cambridge (MA); On-site; USD 40,000 - 54,000; Full time

Job summary

Vinfen in Massachusetts seeks an IT Help Desk Technician to provide direct end-user support for deployments, software installs, and troubleshooting. The role covers a Citrix desktop environment, VPN access, and on-site visits across Vinfen sites.

You will manage MS Exchange and Active Directory accounts, maintain asset inventory, and support mobile devices while assisting telehealth/remote service delivery.

Qualifications

• Excellent customer service skills.
• Ability to train end users with varying technical knowledge.
• Ability to prioritize multiple tasks.
• Experience working in a team environment.
• Verbal and written English skills are necessary.
• Knowledge of Windows 7, XP Embedded and Windows Embedded Standard 7, MS Office 2007/2010.
• Working knowledge of Citrix, Active Directory, MS Exchange and Symantec A/V.
• Understanding of TCP/IP, LAN, Wireless, and other network configurations.
• Self-motivated, punctual, and organized.
• Documentation skills are important.

Responsibilities

• Install, configure, test, maintain, and troubleshoot computer hardware and software.
• Remote desktop support via phone, VPN, LogMeIn, Citrix.
• Create and maintain user e-mail accounts in MS Exchange.
• Maintain user accounts in MS Active Directory.
• Accurately maintain asset inventory.
• Configure and support company issued smartphones.
• Provide guidance and support to end users with IT issues.
• Support telehealth and remote service delivery and ensure connectivity with remote providers.
• Support remote working arrangements for staff as needed.
• Resolve and document Helpdesk tickets.
• Maintain scanners/printers, switches, routers, and wireless access points.
• Support PBX and IP phone systems, adding users and extensions.

Skills

Customer service

End-user training

Prioritization

Team environment

Verbal and written English

Windows 7 / XP Embedded / Windows Emb.

Citrix

Active Directory

MS Exchange

Symantec antivirus

TCP/IP / LAN / Wireless

Documentation

Education

High school diploma or GED

Associate's degree in CS or related field

Tools

Citrix

Active Directory

MS Exchange

Symantec A/V

Job description

Overview

The IT Help Desk Technician will provide support directly to Vinfen end users. Work will include support on new computer and peripheral deployments, software installation and updates as well as a variety of application troubleshooting. The majority of end users at Vinfen use a Citrix desktop environment. The IT departmentsupports users at over 200 sites. The IT Help Desk Technician is responsible for a combination of remote support as well as traveling to Vinfen sites for on-site support.

Responsibilities

The essential job duties/responsibilities of the position include but are notlimited to the information listed below:

• Install, configure,test, maintain, and troubleshoot computer hardware and software.
• Remote desktop support by phone and by using VPN, LogMeIn, and Citrix for corporate employees.
• Create and maintain user e-mail accountswithinMS Exchange.
• Maintain user accounts within MS Active Directory.
• Accuratelymaintain asset inventory.
• Configure and support company issued smart phones.
• Provide guidance and supportto end users who experience IT related issueswithin the enterprise.
• Support temporary and permanent telehealth and remote service delivery, including configuration and installation of equipment and access to software and technical assistance; ensuring programs are suitably technology enabled to allow client connectivity with physically remote health providers.
• Support temporary and permanent remote working arrangements for staff, as directed.
• Resolve and properly documentHelpdesk tickets.
• Maintain a variety of other devices/appliancessuch asscanners/printers, networked switches,routers,wireless access points.
• Supports PBX and IP phone systems, adding users,moving extensions, voicemailsetup.
• On-callrotation andoccasional off-hours and weekends will be required.
• Travelrequired throughout Massachusetts and Connecticut.
• Handle IT supportfor meetings, conferenceswith all levels ofstaff.
• Other duties, asrequired.

Knowledge and Skills

• Excellent customer service skills
• Aptitude to informally train end users with varying levels of technical knowledge
• Ability to prioritize multiple tasks
• Experience working effectively in a team environment
• Verbal and written English skills are necessary
• Knowledge of installing & maintaining Windows 7, XP Embedded and Windows EmbeddedStandard 7, MS Office 2007/2010
• Working knowledge of Citrix, Active Directory, MS Exchange and Symantec A/V
• Understanding of TCP/IP, LAN, Wireless, and a variety other network configurations
• Must be self-motivated, punctual, and organized
• Documentation skills are important

About Vinfen

Established in 1977, Vinfen is a nonprofit, health and human services organization and a leading provider of community-based services to individuals with mental health conditions, intellectual and developmental disabilities, brain injuries, and behavioral health challenges. Our services and advocacy promote the recovery, resiliency, habilitation, and self-determination of the people we serve. Vinfen's 3,500 dedicated employees are experienced, highly-trained professionals who provide a full range of supportive living, health, educational, and clinical services in over 550 sites throughout Massachusetts and Connecticut. For more information about Vinfen, please visitwww.vinfen.org/careers.

My Job. My Community. My Vinfen.

Vinfen is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Qualifications

Typical Requirements:Four to five years’ experience in the field or related areas.

Preferred /Required Education:High school diploma or GED required; Associate's degree in computer science or related field. In some instances, experience may be substituted for academic training.

Driving Requirements:May be called on to drive for Vinfen using either a Vinfen van or personal vehicle. A valid driver's license must be presented at the time of employment. Incumbents must be at least 21 years of age, have maintained a valid US driver's license for at least six months, and must be able to pass a driver's screening background check. If driving, must maintain a safe driving record, which is subject to annual checks. If using a personal vehicle, must possess and maintain adequate insurance.

Physical Effort:Ability to lift at least 25 pounds using proper lifting techniques.

Ability to operate a computer and other office equipment such as a calculator, copier, and printer.

Ability to remain in a stationary position 50% of the time as needed.

Ability to bend, reach, file, sit, stand and move around the facility.

Ability to speak, hear and communicate with persons served, staff and external representatives.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Required Certifications:N/R

Required Credentials/Licenses:A+ and/or Net+ certification is preferred. Microsoft certifications are desirable.

Pay Range

USD $40,000.00 - USD $54,000.00 /Yr.