Help Desk Support/Technical Support - Remote

Kennedy Community Health Center is one of the largest community health centers in Massachusetts serving Worcester, Framingham, Milford, and the surrounding communities. We are a thriving and growing organization, and our team is expanding across sites to support this growth.

We are currently hiring a Helpdesk Administrator based in Framingham, MA. The Helpdesk Administrator provides frontline user support on a variety of information technology, telecommunication and computer use inquiries. Identify, research and resolve technical problems, respond to telephone and email inquiries and personnel requests for technical support. Document and track and monitor technical problems to ensure a timely resolution. As an employer of choice, our inclusive workplace environment fosters teamwork, accountability and respect and supports the growth and development of each employee. We are an equal opportunity employer and embrace the richness of the diversity of our staff and community. You are a good fit for our team if you are passionate about helping people live healthier lives and enjoy working in a supportive, team-based environment.

Analyze, troubleshoot and resolve software & hardware issues for end users and follow-up with them to ensure that requests were completed to their satisfaction.

Use remote support software to provide technical support.

Monitors network and associated devices for potential issues and identifies and escalates critical incidents with a strong sense of urgency and ownership.

Supports and maintains user account information including rights, security and systems group.

Assists with training of end users on basic PC computing skills and computer usage policies.

Learn and keep current with all supported software applications.

Use the IT Helpdesk ticketing and knowledgebase system to record, assign, track, close, and analyze all IT Helpdesk requests.

Travel to other sites to provide technical support as needed.

Provide After-hours and weekend support on a rotational basis.

Works a fluctuating work schedule including day, evenings, and occasionally a Saturday shift (9am-1pm).

Strong PC skill and Windows 10 knowledge; Strong Customer Service, phone and organizational skills.

Understanding of Networking Fundamentals.

Medical insurance starts on first day of employment.

Health center pays 80% of medical insurance premiums.

Includes coverage for same-sex domestic partners and gender affirming care.

Dental and Vision insurance.

403b Retirement Plan with employer match.

Flexible Spending Accounts.

Employee Assistance Program.

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