IT Help Desk

Launch Your IT Career with Mass General Brigham! Are you a tech-savvy problem solver with a passion for helping others? Mass General Brigham is seeking a dedicated Service Desk Support Specialist I. In this critical role, you will be responsible for providing technical support services to end users via telephone, which includes software setup, configuration, and troubleshooting. You will also handle technical requests that are received via an online portal.

What You Will Do:

• Provide professional, efficient and effective customer service to the end-user community while troubleshooting technical issues.

• Answer incoming phone calls to the Service Desk and prioritize or triage them using Information Technology Infrastructure Library (ITIL) best practices.

• Document issues and resolutions effectively and efficiently.

• Communicate with subject matter experts via various methods including email and instant messaging applications.

• Maintain proper shift coverage for answering calls and provide daily turnover reports.

• Participate on projects including but not limited to Service Desk improvements, customer communication, peer-to-peer communication, and deployment of new technology.

What We Are Looking For:

• One-year experience in customer service, with phone experience preferred. A combination of education and experience may be substituted for requirements.

• quick analytical and problem-solving skills , paired with excellent interpersonal and communication skills.

• General knowledge of desktop and laptop computers, printers, and other computing equipment.

• Familiarity with operating systems (e.g., Windows, Mac OS) and popular software solutions like Office 365 and Internet browsers.

• General understanding of networking concepts and equipment, including hubs, routers, and cabling infrastructure.

• Knowledge of mobile devices, including smartphones and tablets , as well as general information security concepts and software (e.g., Windows Defender, McAfee Antivirus, BitLocker).

Work Environment:

• You will work in normal office working conditions where the noise level is quiet to moderate.

• You must have the ability to adjust your working schedule, which may include occasional after-hours and weekend shifts.

• The role may require possible emergency relocation and/or travel to Mass General Brigham sites.

• While performing duties, you will be frequently required to sit, talk, or hear , and occasionally lift and/or move up to 20 pounds.

salary: $19 - $21 per hour
shift: First
work hours: 8 AM - 5 PM
education: High School

Responsibilities

The Service Desk Support Specialist I is responsible for providing technical support services to end users via telephone, including software setup, configuration and troubleshooting. Requests may also be received via an online portal.

Principal Duties and Responsibilities: 

• Provide professional, efficient and effective customer service to the end-user community
• Answer incoming phone calls to the Service Desk using Information Technology Infrastructure Library (ITIL) best practices
• Respond to tickets submitted by end users through online portal
• Troubleshoot technical issues for end-users of Mass General Brigham and all its entities
• Use and assist in maintaining knowledge database and other documentation to help resolve issues
• Communicate with subject matter experts via various methods including email and instant messaging applications
• Prioritize and triage calls to appropriate groups if call cannot be resolved using ITIL best practices
• Document issues and resolutions effectively and efficiently
• Provide daily turnover reports
• Maintain proper shift coverage for answering calls
• Participate on projects including but not limited to Service Desk improvements, customer communication, peer-to-peer communication, and deployment of new technology

The essential functions of this role include:
working weekends
SkillsIT supportCall Center SupportTelephone EtiquetteActive ListeningCustomer Service
QualificationsYears of experience: 0 yearsExperience level: Entry Level
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Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [email protected].

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.