Mission‑Driven IT Support Specialist

Boston Health Care for the Homeless Program; Boston (MA); On-site; USD 35,000 - 56,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

403B retirement plan

MBTA pass discount

Paid time off

Job summary

Boston Health Care for the Homeless Program (BHCHP) is seeking a Technical Support Specialist to ensure staff have reliable access to technology and to support users across multiple BHCHP locations.

You will troubleshoot hardware and software, deploy equipment, and assist with network and email administration under supervision. Join a collaborative Help Desk team that values customer service, problem-solving, and continuous learning.

Qualifications

• 1-3 years of experience providing technical support in a multi-user, networked computer environment.
• Associate degree in a related field or a relevant technical certification preferred.
• An equivalent combination of education, training, and practical experience will also be considered.
• Hands‑on experience configuring and troubleshooting computer hardware and software.
• Strong analytical and problem‑solving skills.
• Ability to respond effectively to a wide range of end‑user hardware, software, connectivity, and operating system needs.
• Strong customer service, communication, and interpersonal skills.
• Working knowledge of Microsoft Windows operating systems.
• Familiarity with current computer technology, IP networks, remote‑support tools, and common workplace applications.
• Ability to communicate technical information clearly to users with varying levels of technical experience; ability to manage competing priorities and work independently while contributing to a collaborative team.
• Willingness to learn new technologies and adapt to changing organizational needs.

Responsibilities

• Provide friendly, responsive technical support to staff by phone, remote desktop, and in person.
• Troubleshoot computer hardware, software, printing, mobile device, IP phone, and network connectivity issues; configure and prepare computers, mobile devices, and other technology for deployment; install operating systems, applications, software updates, and upgrades; install and connect computers, printers, peripherals, and other devices to the network.
• Review, prioritize, document, and resolve requests submitted through the support ticketing system (Zendesk).
• Coordinate the relocation of computers and related equipment between workspaces and BHCHP sites.
• Maintain and implement standardized hardware and software configurations; maintain accurate equipment and asset records in the asset‑tracking system.
• Assist with network and email account administration under the supervision of the Support Manager.
• Collaborate with other members of the Information Systems team to implement new technologies, systems, and solutions; help identify opportunities to improve the user experience and the delivery of technical support.
• Participate in an evening and weekend on-call rotation, generally one week every six to eight weeks.
• Perform other duties as assigned.

Skills

Technical support

Customer service

Problem solving

Communication

Education

Associate degree or relevant certification

Tools

Zendesk

Remote Desktop

Windows OS

Job description

Boston Health Care for the Homeless Program (BHCHP) is seeking a Technical Support Specialist to ensure staff have reliable access to technology and to support users across multiple BHCHP locations.

You will troubleshoot hardware and software, deploy equipment, and assist with network and email administration under supervision. Join a collaborative Help Desk team that values customer service, problem-solving, and continuous learning.