IT Help Desk

• Administration - Information Technology
• Waltham, MA, USA
• Full Time
• We regret we are unable to take phone calls about this position. JF&CS is an equal opportunity employer.

ABOUT THE ROLE 

This IT Help Desk is a role for someone passionate about helping others use technology.  The role is best for those early in their career who want to join a trusted organization where they can receive on the job training, gain experience in a 300 user environment, and support an agency doing meaningful work with great impact.  

Your workday responsibilities include: 

• Field incoming help requests from end users via ticket system, telephone and e-mail in a courteous manner.  
• Build rapport and elicit problem details from staff submitting requests.  
• Identify, diagnose, and resolve problems for users regarding common PC software and hardware problems, end-user equipment, software and hardware, work-from-home issues, and networking problems; and communicate solutions to end-users.  
• Document and track progress on solutions in ticket system and communicate/close issues when resolved.  
• Support use of scanners, copiers, printers, monitors and other peripherals and assist with various IT-related services, such as cell and telephone networks and on occasion A/V equipment. 

ABOUT YOU 

Ideal candidates for the role of IT Help Desk bring a mix of: 

• 1-2 years of help desk experience or completion of certificate/bachelors degree in a related field. 
• High level of technical proficiency in Office365 applications, including Outlook, Word and Excel. 
• Ability to trouble-shoot end-user problems with hardware, peripherals, and software. 
• Patience for those less comfortable and technically literate. 
• Understanding and prior use of security infrastructure such as firewalls, multi-factor authentication and mobile device management. 
• Strong work ethic and ability to maintain confidentiality. 

ABOUT US 

For more than 150 years, Jewish Family & Children's Service has been helping individuals and families build a strong foundation for resilience and well-being. We intentionally serve and employ people of all faiths, backgrounds, cultures, and abilities. 

Our work is guided by core tenets of faith and commitment not by bureaucratic processes or a desire to maximize profits. Our goal is to improve lives and improve the world which is part of what makes JF&CS a special place. 

We have a strong culture of professional development, work-life balance, and promoting from within.  

JF&CS is an equal opportunity employer who serves and employs people of all cultures and faith traditions and highly values diversity, equity and inclusion. Employment opportunities are available to all without regard for race, color, national or ethnic origin, religion, age, sex, gender, gender identity and expression, sexual orientation, marital status, veteran status, disability.