IT Helpdesk Support Specialist

IT Helpdesk & Support Specialist

JVS is a non-profit, non-sectarian agency. Our mission is to empower individuals from diverse communities to find employment and build careers, and to partner with employers to hire, develop and retain productive workforces. JVS provides a broad range of services including adult education, skills training, job readiness training, job placement and support, and access to post-secondary education. JVS assists employers in their search for well-qualified job applicants and their initiatives to upgrade the skills of their incumbent workforce.

Position Summary: JVS-Boston is seeking a reliable, customer-focused, and technically proficient IT Helpdesk & Support Specialist to provide day-to-day IT support in a Windows-based environment. This mid-level role combines desk-side support, application troubleshooting, and technical operations, ensuring that staff and participants have reliable access to the technology and systems they need. The position is primarily on-site in our Downtown Boston office, with occasional travel to nearby JVS locations.

Primary Responsibilities:

• End-User Support:
• Provide Tier 1 and Tier 2 technical support to staff through desk-side, phone, and remote assistance.
• Troubleshoot Windows laptops, desktops, mobile devices, printers, and peripherals.
• Support and troubleshoot Office 365 applications
• Application & Platform Support:
• Zoom: meetings, webinar setup, and integration troubleshooting.
• Docusign: account access, document routing, and user training.
• Verkada: user access management, camera/system connectivity.
• Microsoft Teams: meetings, collaboration, and training support.
• Accounts & Device Management:
• Perform new user setup including account creation, workstation prep, and peripheral configuration.
• Manage user accounts in Active Directory and Microsoft 365 (account provisioning, password resets, permissions).
• Support software installation, patching, license management, and device imaging.
• Assist with Mobile Device Management (MDM) where applicable.
• Networking & Systems:
• Troubleshoot network connectivity issues (Wi-Fi, DHCP, DNS, and Ethernet).
• Collaborate with senior IT staff on infrastructure projects and system upgrades.
• Ensure compliance with IT security policies, including backup and recovery procedures.
• AV & Event Support:
• Configure and support AV systems, projectors, conference room technology, and presentations.
• Provide technical support during events, meetings, and training sessions.
• Operations & Documentation:
• Track assets, manage IT inventory, and assist with procurement of hardware/software.
• Maintain accurate and detailed documentation in the IT ticketing system.
• Provide staff training on technology tools and IT best practices.

Required Qualifications

• Associate's degree in IT, Computer Science, or related field, or equivalent work experience.
• 2+ years of experience in helpdesk, desktop, or IT support.
• Proficiency with Windows 10/11 and the Microsoft 365 suite.
• Experience with Zoom, DocuSign, and/or Verkada.
• Familiarity with Active Directory account management.
• Excellent communication and customer service skills; ability to explain technical concepts to non-technical users.
• Strong organizational skills with the ability to manage multiple priorities.
• Ability to work independently and collaboratively in a team environment.
• Physical ability to lift/move up to 40–50 lbs. and support AV setup as needed.
• Reliable transportation or valid driver's license for occasional local travel.

Preferred Qualifications:

• Experience supporting SaaS and cloud-based platforms.
• Familiarity with IT ticketing/service management systems.
• Knowledge of AV equipment setup and troubleshooting.

Work Environment: This is a primarily on-site position based in Downtown Boston, with light travel required between JVS-Boston locations. This requires flexibility in supporting a variety of IT systems while balancing excellent customer service with technical proficiency. JVS Culture JVS is strongly committed to diversity and a workplace environment that respects, appreciates and values employee differences and similarities. By providing and supporting a work culture that fosters and builds upon diversity and its strengths, JVS will better serve our local communities and continue to provide quality services. JVS is an employment at-will organization and an equal opportunity employer committed to maintaining a work and learning environment free from discrimination on the basis of sex, race, color, religion, national origin, pregnancy, gender identity, sexual orientation, marital/civil union status, ancestry, place of birth, age, citizenship status, veteran status, political affiliation, genetic information or disability, as defined and required by state and federal laws.

$65,000 - $70,000 a year