Help Desk Specialist II

Job description

Help Desk Specialist II Department: Information Technology Services: Employment Type: Permanent - Full Time Location: Downtown Boston - Tremont Street Compensation: $53,653 / year: Description: The Help Desk Support Specialist II provides advanced technical support for staff across the agency’s multi-site technology environment. This role serves as a Tier II escalation resource for service desk incidents and is responsible for diagnosing and resolving complex hardware, software, network, and cloud application issues. The Specialist supports agency technology infrastructure by maintaining endpoint systems, assisting with system administration tasks, supporting cybersecurity practices, and contributing to IT projects and technology deployments. The position works closely with IT team members and agency staff to ensure reliable, secure, and effective technology services that support the organization’s mission and programs. Key Responsibilities: Technical Support & Service Desk Operations - 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. - Resp...