Help Desk Specialist II

Department: Information Technology

Employment Type: Permanent - Full Time

Location: Downtown Boston - Tremont Street

Compensation: $53,653 / year

Description

Key Responsibilities

• Provide Tier II technical support for agency staff by diagnosing and resolving complex hardware, software, and system issues.
• Serve as an escalation resource for Tier I help desk incidents.
• Respond to service requests and incidents through the agency’s IT service management system, ensuring accurate documentation and timely resolution.
• Troubleshoot and resolve issues related to desktops, laptops, mobile devices, printers, and other peripherals.
• Provide remote and occasional on-site technical support to users across multiple agency locations.
• Assist users with troubleshooting Microsoft Office, cloud applications, and agency software platforms.

• Assist in supporting the agency’s Windows server and endpoint environment.
• Troubleshoot issues related to Active Directory, authentication, DNS, DHCP, and user access.
• Diagnose and coordinate resolution of network connectivity issues including wired, wireless, and VPN access.
• Support backup and recovery operations and perform file or system restores when required.
• Assist with system updates, patches, and routine maintenance tasks across agency technology systems.

• Configure, deploy, and maintain desktops, laptops, and other endpoint devices.
• Support device imaging, provisioning, patching, and lifecycle management.
• Maintain accurate records of IT assets including device inventory and user assignments.
• Assist with technology setup and support for new offices, program locations, or equipment deployments.

• Support agency cybersecurity practices including endpoint protection, patch management, and account security.
• Assist in identifying and responding to potential security incidents involving user devices or accounts.
• Enforce agency IT security policies including password standards, multi-factor authentication, and device security practices.
• Stay informed about emerging cybersecurity threats and vulnerabilities relevant to the organization’s technology environment.

• Participate in IT projects including system upgrades, software implementations, and infrastructure improvements.
• Assist with technology deployments across multiple agency locations.
• Provide technical support during agency-wide technology rollouts.

• Maintain clear documentation of technical issues, troubleshooting steps, and solutions.
• Contribute to internal IT knowledge base documentation.
• Identify recurring technical issues and recommend improvements to systems, processes, or user support practices.

Skills, Knowledge and Expertise

• A minimum of an Associate’s Degree in Computer Science, Information Systems, or related field, or equivalent work experience and one to three years of experience is required. Experience supporting cloud platforms and modern workplace technologies is required. 
• Experience supporting Windows desktop environments and enterprise applications and Technical certifications such as Microsoft, CompTIA, Cisco, Google, or similar are preferred.
• Strong troubleshooting skills across Windows operating systems, desktop hardware, and enterprise software applications.
• Experience supporting Active Directory, user account management, and cloud-based applications.
• Basic understanding of TCP/IP networking including DNS, DHCP, VPN, and firewall concepts.
• Familiarity with virtualization platforms preferred.
• Familiarity with backup and recovery systems such as Veeam or similar platforms preferred.
• Ability to manage multiple support requests while maintaining high quality service.
• Strong customer service skills and commitment to supporting staff in a mission-driven environment.
• Flexibility, initiative, and ability to work in a team required. 
• Ability to deal sensitively and effectively with individuals of diverse economic and cultural backgrounds.

Why Work Here

• Make a Difference: Every day, your work directly impacts the lives of thousands in the Greater Boston community, empowering them and making positive, lasting change.
• Inclusive Environment: ABCD values the diversity of its workforce, with an inclusive culture that respects individuality and promotes collaboration.
• Continuous Learning: We offer numerous training and development opportunities, ensuring our staff remain at the forefront of community action methodologies and strategies.
• Comprehensive Benefits: At ABCD, we take care of our own, providing a competitive benefits package, including health coverage and retirement plans.
• A Legacy of Impact: Join an organization that boasts a legacy spanning over half a century, consistently championing the rights and needs of our community's most vulnerable.
• Teamwork & Camaraderie: Be a part of a passionate team, united in their mission to combat poverty, and ensure every individual can reach their fullest potential.