IT Services Helpdesk Technician

Provide direct IT support to Vinfen end users, including new computer and peripheral deployments, software installation and updates, and application troubleshooting. The majority of end users utilize a Citrix desktop environment across over 200 sites. This role involves a combination of remote support and on-site travel throughout Massachusetts and Connecticut.

Responsibilities

• Install, configure, test, maintain, and troubleshoot computer hardware and software.
• Provide remote desktop support via phone, VPN, LogMeIn, and Citrix for corporate employees.
• Create and maintain user email accounts within MS Exchange.
• Maintain user accounts within MS Active Directory.
• Accurately maintain asset inventory.
• Configure and support company-issued smartphones.
• Provide guidance and support to end users experiencing IT-related issues.
• Support telehealth and remote service delivery, including equipment configuration, software access, and technical assistance.
• Support remote working arrangements for staff, including setup and troubleshooting.
• Resolve and document Helpdesk tickets.
• Maintain scanners, printers, networked switches, routers, and wireless access points.
• Support PBX and IP phone systems, including adding users, moving extensions, and voicemail setup.
• Participate in on-call rotation, including occasional off-hours and weekends.
• Travel to Vinfen sites throughout Massachusetts and Connecticut.
• Provide IT support for meetings and conferences with all levels of staff.
• Perform other duties as required.

Skills

• Excellent customer service skills.
• Aptitude for informally training end users with varying levels of technical knowledge.
• Ability to prioritize multiple tasks.
• Experience working effectively in a team environment.
• Strong verbal and written English skills.
• Knowledge of installing and maintaining Windows 7, XP Embedded, Windows Embedded Standard 7, and MS Office 2007/2010.
• Working knowledge of Citrix, Active Directory, MS Exchange, and Symantec A/V.
• Understanding of TCP/IP, LAN, Wireless, and other network configurations.
• Self-motivated, punctual, and organized.
• Strong documentation skills.

About Vinfen

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 recovery, resiliency, habilitation, and self-determination. Vinfen employs 3,500 dedicated professionals who provide supportive living, health, educational, and clinical services at over 550 sites throughout Massachusetts and Connecticut.

Qualifications

• Four to five years’ experience in the field or related areas.
• High school diploma or GED required; Associate's degree in computer science or related field preferred. Experience may substitute for academic training in some cases.
• Valid driver’s license required; must be at least 21 years old, have maintained a valid US driver’s license for at least six months, and pass a driver’s screening background check. Must maintain a safe driving record and adequate insurance if using a personal vehicle.
• Ability to lift at least 25 pounds using proper lifting techniques.
• Ability to operate office equipment such as computers, calculators, copiers, and printers.
• Ability to remain stationary for 50% of the time, bend, reach, file, sit, stand, and move around the facility.
• Ability to speak, hear, and communicate effectively with staff and external representatives.
• Specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

• A+ and/or Net+ certification is preferred.
• Microsoft certifications are desirable.

Pay

USD $40,000.00 - USD $54,000.00 per year.