Advocates

Help Desk Support Analyst

US-MA-Framingham
Job ID
2017-3961
Type
Regular Full-Time
Number of Hours Per Week
40

Overview

The Information Technology Help Desk Support Analyst has a focus on mobile devices, but should be adept with PC troubleshooting, as well as, providing some department administrative duties.  This person will provide phone, email, training, and walk-in support for staff.  In addition to problem resolution, this person will also assist in mobile device moves/adds/changes, and light administrative functions such as invoice processing.

 

Advocates promotes a healthy work-life balance and offers many generous perks of employment and room for advancement.  We are a strong-knit community that values the ideas and contributions of our staff. 

 

Are you ready to make a difference?

Responsibilities

  • Serve as first point of contact in IT for all walk-ins.  Provide first tier technical support for both walk-ins and phone calls. 
  • Ensure and provide high quality customer service at all times.
  • Order, cancel, and troubleshoot all mobile devices, residential, and business phone lines.  Provide one on one training to end users, as needed, on use of devices.
  • Coordinate orders, disconnects and deployments of mobile devices
  • Update end user information in telecom management systems
  • Ensure Equipment Transfer forms are filled out and processed
  • Track spares/broken devices to include wiping and recycling of devices
  • Maintain IT department supplies.  Place orders and research cost-effective options.
  • Ensure that equipment is properly recorded in tracking system as it is deployed, or returned.
  • Schedule and coordinate appointments for installations and repairs with external telecom vendors and internal help desk staff.
  • Code department invoices and work with various financial departments to ensure invoices are processed accordingly.

Qualifications

  • Must have a High School Diploma and 2-3 years of administrative and Information Technology experience.
  • Experience with mobile devices: wireless cards, tablets, mifi’s and smart phones (iOS and Android).
  • Experience with ITSM solutions for logging support tickets, BMC Track-IT a plus.
  • Experience with hardware, software and networking. High proficiency with Microsoft operating systems and desktop applications. Familiarity with hardware repairs.
  • Ability to maintain a professional level of customer service at all times.
  • High proficiency with IT customer support issues, specifically with mobile devices.
  • Must hold a valid driver's license and have access to an operational and insured vehicle.
  • Strongly prefer a candidate that will have a demonstrated understanding of and competence in serving culturally diverse populations.

 

Advocates is an EOE/D/F/M/V.

 

Why Should I Consider a Career in Human Services?

Our Team members are dedicated to engaging and empowering individuals by forming lasting relationships, collaboratively achieving personal goals, offering creative solutions to everyday and complex situations, and actively listening.  We exercise independent judgement and contribute to the overall success and benefit of the Team.

 

Is Human Services a Fit for Me?

Successful Team members are open-minded, eager and compassionate, and will exercise solid, independent judgement while fostering trustworthy relationships with the individuals that we serve.  We put the individual first.

Schedule

Monday-Friday, 9:00am-5:00pm

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