ServiceDesk Specialist

ServiceDesk Specialist
Boston, MA
3 Months


- Strong knowledge of all Windows-based operating systems.
- Required 2 Years Strong knowledge of PC based computer hardware.
- Required 2 Years Proficiency with MS Windows 10, Windows 11, and MS Office O365.
- Required 1 Years Commitment to providing the highest level of customer service and responsiveness.
- Required Demonstrated experience working in a high volume, deadline-oriented customer focused environment.
- Required Experience working with "Team Based Practices" e.g., Agile, Kanban Etc.
- Required Knowledge of IT industry standards.
- Required Experience utilizing tools and research abilities to resolve technical issues.
- Required Valid driver's license and access to a vehicle Required Ability to lift up to 35lbs & push 65Lbs.
- Required Highly self-motivated and self-directed.
- Highly desired Excellent organizational, interpersonal, and communication skills.
- Highly desired Able to exercise independent judgement Desired.



Short Description:
The Massachusetts Gaming Commission (MGC) seeks a ServiceDesk Specialist reporting to the Infrastructure Manager to be part of the Client Services Team. This is an onsite position reporting to the Boston office.



Complete Description:
Responsibilities include:


- Provide Tier 1 ServiceDesk support to users by monitoring phones and emails and creating and triaging ServiceDesk tickets
- Maintain basic knowledge of new and upcoming computing technologies and practices
- Enhance and develop quality support methods and communication skills through coaching feedback, peer assistance, training, and other developmental approaches
- Attend meetings to support the overall direction of the ITS office
- Participate in team projects that enhance the quality or efficiency of the ITS Support Team



Skills and Qualifications:


- • Strong knowledge of all Windows-based operating systems
- • Strong knowledge of PC based computer hardware
- • Strong knowledge of Microsoft O365
- • Highly self-motivated and self-directed
- • Able to exercise independent judgement
- • Keen attention to detail and quality of work-product
- • Ability to set and consistently meet realistic deadlines
- • Proactive and collaborative approach to delivery of services
- • Excellent analytical, mathematical, and creative problem-solving skills
- • Aptitude for learning new skills
- • Excellent organizational, interpersonal, and communication skills