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Temporary Help Desk Support Technician

Temporary Help Desk Support Technician

Boston Senior Home CareBoston, MA, USA
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Job Title : Temporary Help Desk Support Technician

Business Unit : Helpdesk, Training and Application Support, Report Writing

Department : IT

Reports to : IT Director

FLSA : Non- Exempt

Classification : Temporary Full-Time (35 hours per week)

Grade : 8

Salary Range : $ 27 per hour

Disclaimer :

  • This position is on a temporary basis for 90 days, with the ability to be extended to 180 days

SUMMARY OVERVIEW

We are seeking a customer-focused IT Helpdesk Application Support Specialist to join our team. This role is ideal for someone who maintains a high level of customer support and thrives on solving problems, enjoys helping people, and can translate technical issues into easy-to-understand solutions. You will be the first point of contact for employees who experience technical issues with our business applications, ensuring a seamless and positive support experience.

ESSENTIAL FUNCTIONS

Essential Job functions : Duties ____1___ through ___11____are designated as ADA Essential Functions and must be performed in this job. All other job duties are secondary functions .

  • Act as the primary contact for incoming helpdesk tickets, phone calls, and emails.
  • Provides first line IT support for on-site and off-site end-user IT issues. This includes both software and hardware.
  • Deliver Exceptional Customer Service

    • Communicate clearly and patiently with users of varying technical knowledge.

  • Maintain a friendly, professional, and solution-oriented attitude in all interactions.
  • Follow up with users to ensure issues are fully resolved and satisfaction is achieved.
  • Diagnose and escalate complex application issues to higher-level support teams or vendors when necessary.
  • Document recurring problems and collaborate with IT teams to develop long-term solutions.
  • Assist with IT hardware and application preparation for onboarding of new employees.
  • Provides WellSky / SAMS Application support to end-users both on-site and off-site
  • Train and support Agency staff in using applications like Windows, MS Office, Outlook email and SAMS, etc.
  • Interfaces with WellSky's technical representatives to understand what solutions are possible for current Agency staff needs.
  • Creates, reviews and analyzes reports based on user requirements
  • Implements the addition of numerous new features and enhancements for existing software products

    • COMPETENCIES

  • Excellent oral and written communication skills
  • Ability to work independently while being an integral part of a team.
  • Ability to interact with diverse personalities.
  • Empathy, patience, and active listening skills.
  • Strong problem-solving abilities with a customer-first mindset.
  • Basic knowledge of networking, user account management, and troubleshooting tools.
  • Experience with ticketing / helpdesk systems (e.g., SolarWinds, ServiceNow, JIRA).
  • Willingness to work in a fast-paced environment and manage multiple priorities.

    • SUPERVISORY RESPONSIBILITY

    This position has no supervisory responsibilities.

    WORK ENVIRONMENT

    This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, printers, copiers, filing cabinets.

    PHYSICAL DEMANDS

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

  • Employees must be able to carry 15 to 30 lbs.
  • Employees are frequently required to stand, walk, use hands to finger, handle or feel, and reach with hands and arms

    • POSITION TYPE / EXPECTED HOURS OF WORK

    This is a temporary full-time position, Monday-Friday, 9 : 00 AM – 5 : 00 PM.

    TRAVEL

    This position requires minimal travel.

    REQUIRED / PREFERRED EDUCATION AND EXPERIENCE

  • BS in Computer Science, Information Systems or related fields or equivalent experience.
  • At least 2 years of experience working on an IT Help Desk.
  • Proficiency with MS Office Applications including Word, Excel and Outlook.
  • Familiarity with reporting services such as Microsoft Access is a plus
  • Working knowledge of WellSky, SIMS, SAMS applications is a plus
  • Health care IT experience a plus

    • ADDITIONAL ELIGIBILITY QUALIFICATIONS

    None required for this position

    WORK AUTHORIZATION / SECURITY CLEARANCE

  • Must be able to work in the United States

    • AAP / EEO STATEMENT

    Equal Employment Opportunity / Affirmative Action / Male / Female / Veteran / Disabled – Boston Senior Home Care affirms and supports diversity and inclusion in our workforce and recognizes all EEOC Factors.

    OTHER DUTIES

    Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

    Given the nature of the organization and the population it serves, all new employees are required to clear a CORI prior to taking on a new role.

    Job Posted by ApplicantPro

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    Help Desk Technician • Boston, MA, USA