Helpdesk Manager Jobs in Massachusetts (NOW HIRING)

The IT Help Desk Technician will provide support directly to Vinfen end users. Work will include support on new computer and peripheral deployments, software installation and updates as well as a variety of application troubleshooting. The majority of end users at Vinfen use a Citrix desktop environment. The IT departmentsupports users at over 200 sites. The IT Help Desk Technician is responsible for a combination of remote support as well as traveling to Vinfen sites for on-site support.

The essential job duties/responsibilities of the position include but are notlimited to the information listed below:
• Install, configure, test, maintain, and troubleshoot computer hardware, software, and related technology.

• Provide remote and onsite technical support to corporate employees and program locations using approved IT support tools.

• Create, modify, maintain, and troubleshoot user accounts, email, and access within Microsoft 365 and Entra ID.

• Accurately maintain and reconcile IT asset inventory and equipment assignments.

• Configure, deploy, and support company-issued smartphones and other mobile devices.

• Provide guidance and technical support to end users experiencing IT-related issues throughout the organization.

• Respond to, resolve, and properly document Helpdesk tickets in accordance with established procedures and service expectations.

• Maintain and troubleshoot printers, scanners, network switches, routers, wireless access points, and other IT equipment.

• Support the company’s IP phone system, including adding users, moving extensions, configuring voicemail, and troubleshooting phone-related issues.

• Provide technical support for meetings, conferences, presentations, and other events involving all levels of staff.

• Participate in an on-call rotation; occasional after-hours and weekend support may be required. 

• Travel to company locations throughout Massachusetts and Connecticut as needed to provide onsite IT support.

• Maintain current knowledge of company systems, applications, hardware, and IT procedures.

• Perform other duties and responsibilities as required.

Knowledge and Skills:

• Excellent customer service skills.

• Ability to informally train and assist end users with varying levels of technical knowledge.

• Ability to prioritize and manage multiple tasks effectively. Experience working effectively in a team environment.

• Strong verbal and written English communication skills.

• Knowledge of installing, configuring, and maintaining Windows 10 and Microsoft Office applications.

• Working knowledge of Entra ID, Active Directory, Microsoft 365, and Microsoft Exchange.

• Understanding of TCP/IP, LAN, wireless networking, and a variety of network configurations.

• Must be self-motivated, punctual, organized, and able to work independently.

• Strong documentation and troubleshooting skills.

Established in 1977, Vinfen is a nonprofit, health and human services organization and a leading provider of community-based services to individuals with mental health conditions, intellectual and developmental disabilities, brain injuries, and behavioral health challenges. Our services and advocacy promote the recovery, resiliency, habilitation, and self-determination of the people we serve. Vinfen's 3,500 dedicated employees are experienced, highly-trained professionals who provide a full range of supportive living, health, educational, and clinical services in over 550 sites throughout Massachusetts and Connecticut. For more information about Vinfen, please visit www.vinfen.org/careers.

My Job. My Community. My Vinfen.

Vinfen is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Typical Requirements:
Four to five years’ experience in the field or related areas.

Preferred /Required Education:
High school diploma or GED required; Associate's degree in computer science or related field. In some instances, experience may be substituted for academic training.

Driving Requirements:
May be called on to drive for Vinfen using either a Vinfen van or personal vehicle. A valid driver's license must be presented at the time of employment. Incumbents must be at least 21 years of age, have maintained a valid US driver's license for at least six months, and must be able to pass a driver's screening background check. If driving, must maintain a safe driving record, which is subject to annual checks. If using a personal vehicle, must possess and maintain adequate insurance.

Physical Effort:
Ability to lift at least 25 pounds using proper lifting techniques.

Ability to operate a computer and other office equipment such as a calculator, copier, and printer.

Ability to remain in a stationary position 50% of the time as needed.

Ability to bend, reach, file, sit, stand and move around the facility.

Ability to speak, hear and communicate with persons served, staff and external representatives.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Required Certifications:
A+ and/or Net+ certification is preferred. Microsoft certifications are desirable