SCHEDULE: Monday - Friday 9:30 a.m. – 6:00 p.m.; this position is essential in the event of an emergency and will 100% on site

LOCATION: 444 Harrison Avenue, Boston, MA 02118.

JOB DESCRIPTION:

POSITION OVERVIEW:

This position is responsible for supporting end users on a variety of technical issues, working with the Helpdesk team and be the second tier of support on any helpdesk request or problem. This position will report to the Helpdesk Manager. The scope of responsibility for this position not only covers the aspects of Helpdesk, but also interoperations with Network Administrators and End Users.

REQUIREMENTS:

EDUCATION/TRAINING:

REQUIRED:

• Bachelor’s Degree in Computer Engineering or Computer Science, or five (5) years equivalent experience

PREFERRED:

• Microsoft certifications, Cisco, similar technical certifications, etc.

KNOWLEDGE/EXPERIENCE:

REQUIRED

• Prior experience with supporting remote workforce.
• Experience administering users in active directory and in Office 365.
• Experience with the Microsoft Windows 10 Operating System and Office products.
• 3-5 years of helpdesk experience with increasing responsibilities.
• Strong understanding of the difference between local and cloud (Hosted cloud, hosted email vs local) environments.
• Experience troubleshooting and supporting LANs, WLANs, WANs, and networked devices such as printers and scanners.
• Experience providing support for handheld devices including Windows Mobile, Apple, and Android.
• Familiarity with firewall and router setups and configurations.
• Familiar supporting remote workforce and troubleshooting those computers connectivity while maintaining Windows patches and Antivirus.

PREFERRED:

• Experience with supporting the Microsoft Office Suite of applications.
• Experience supporting Office 365 application and Azure.
• Experienced in SharePoint and overall knowledge of Databases.
• Experience supporting remote devices using Intune MDM in Office 365.
• Experience with Server 2016 and 2019.

PHYSICAL ABILITIES/SKILLS:

REQUIRED:

• Ability to physically access numerous offices and locations in greater Boston area.
• Ability to communicate in person, by telephone and by computer.
• Position requires long periods of sitting, working at a desktop computer.
• Must be able to travel to various programs as frequently required.
• Valid MA Driver License and ability to pass Pine Street Inn’s safe driving criteria.
• Capable of lifting/carrying 20 lbs. and occasionally up to 50 lbs.; some physical activity required for setup/breakdown of office workstation configurations, etc.

MENTAL ABILITIES/SKILLS:

REQUIRED:

• Critical thinking skills and ability to analyze, communicate and make complex business decisions.
• Ability to organize, prioritize and manage a heavy and complex workload.
• Ability to manage and retain an extensive array of knowledge about different projects and functions across Pine Street Inn.
• Detail-oriented with excellent organization and time-management skills.
• Ability to build positive relationships and work effectively with other IT members.
• Ability to research, plan and implement technology solutions.
• Maintain commitment and passion to complete job responsibilities.

COMPETENCIES:

Analytical Thinking: Participates in weekly technology meetings where the individual shows a great interest and curiosity about the technology for long-term success. Identifies problems and mitigates by using the latest technology. Thinking and planning ahead when it comes to designing new solutions.

Attention to Details: Demonstrates concern for thoroughness and accuracy. Identifies multiple sources/approaches of information to ensure that details are addressed. Reviews work documentation for accuracy and thoroughness. Follows up to ensure Helpdesk tickets are completed and commitments are met in a timely fashion. Verifies that work has been done according to procedures and standards. Stays on top of network documentation by updating any changes. Uses change management system created in Office 365 to record any changes to the network.

Project Management: Team player on the various tasks of the assigned projects. Complete assignments assigned by the Helpdesk Manager. Takes personal responsibility, with guidance, for small, straightforward projects, involving coordination with others. Understands the importance of reporting quality information on the project.

Problem Solving: Identifies alternate solutions, considering applicable precedents. Identifies optimal solutions based on weighing the advantages and disadvantages of alternative approaches. After implementation, evaluates the effectiveness and efficiency of solutions.

ESSENTIAL FUNCTIONS INCLUDE BUT ARE NOT LIMITED TO THE FOLLOWING:

• Possesses strong core ethics, integrity, and accountability consistent with Pine Street Inn’s Mission of Vision and Values.
• Documents, tracks, and monitors the problem to ensure a timely resolution.
• Research any hardware or software enhancements of the existing network and propose new solutions.
• Aligns and leads the work of the IT department toward Pine Street’s mission, vision, values, strategic plan, financial and operational plans.
• Troubleshoot and resolves complex situations by working with others.
• Assist Helpdesk Manager on complex troubleshooting situations or simply cover helpdesk on a busy day.
• Coordinate with vendors on hardware warranties and upgrades.
• Provide documentation and guidance to employees for new applications before or after any upgrades.
• Maintain desktop inventory documentation in Helpdesk System. Work closely with the Helpdesk Manager to maintain documentation using the change management system in place.
• Assist other team members on a variety of projects, End User projects or ITS technical projects.
• Work close with network administrator to assist on hardware or software procurement and projects.
• Identify, research and resolve various technical problems.
• Updates job knowledge by participating in educational opportunities; reading professional publications, working in established career path and passing Microsoft exams.
• Complies with and models compliance with all PSI policies and procedures, including occupational health and illness prevention policies.
• Accepts additional duties or temporary reassignment of duties/role as needed, including in the event of an emergency.
• Other duties as assigned in order to meet the needs of the organization during the COVID-19 pandemic or other public health or weather emergency.

INTERNAL CANDIDATES, IF INTERESTED IN APPLYING FOR THIS POSITION, PLEASE SUBMIT A PROMOTION/TRANSFER APPLICATION TO THE HUMAN RESOURCES DEPARTMENT WITHIN 10 DAYS OF POSTING.

Pine Street Inn is an Equal Opportunity/Affirmative Action Employer.