Help Desk Specialist I

Job description

Help Desk Specialist I Department: Information Technology Services: Employment Type: Permanent - Full Time Location: Downtown Boston - Tremont Street Compensation: $46,282 / year: Description: The Help Desk Support Specialist I provides first-level technical support to agency staff across multiple locations. This role serves as the primary point of contact for IT support requests and is responsible for diagnosing and resolving hardware, software, and network-related issues. Working within the Information Technology Services team, the Help Desk Support Specialist ensures timely resolution of service requests, maintains accurate documentation, and escalates complex issues as appropriate. This position plays a critical role in maintaining reliable technology services that support the agency’s programs and operations. Key Responsibilities: Service Desk Operations: - Serve as the primary point of contact for staff requesting IT support. - Respond to technical support requests via phone, email, ticketing system, remote tools, and in person. - Log, track, and document incidents and service requests within the IT ticketing system. - Prioritize requests and escalate issues to appropriate IT...