Technical Support Specialist (On Site)

Since 1985, BHCHP’s mission has been to ensure unconditionally equitable and dignified access to the highest quality health care for all individuals and families experiencing homelessness in greater Boston. Over 10,000 homeless individuals are cared for by Boston Health Care for the Homeless Program each year. We are committed to ensuring that every one of these individuals has access to comprehensive health care, from preventative dental care to cancer treatment. Our clinicians, case managers, and behavioral health professionals work in more than 30 locations to serve some of our community’s most vulnerable—and most resilient—citizens. We continue to be committed to building bridges and breaking down barriers, including systemic racism, and providing community-based health care services that are compassionate, dignified, and culturally appropriate.

About the Role

Join the Information Systems team at Boston Health Care for the Homeless Program (BHCHP) and use your technical skills to support a mission that matters. The Technical Support Specialist (TSS) helps ensure that BHCHP staff have reliable access to the technology they need to deliver high-quality care to individuals and families experiencing homelessness. In this hands-on role, the TSS will troubleshoot technical issues, prepare and deploy equipment, support users remotely and in person, and help maintain technology across multiple BHCHP locations. The TSS will be part of a collaborative Help Desk team that values excellent customer service, creative problem-solving, and continuous learning. This is an excellent opportunity for a technology professional who enjoys helping others and wants their work to make a meaningful difference.

Hours: Full-Time, 40 hours per week, Monday – Friday, evening and weekend on-call rotation as needed. Union: 1199SEIU. Patient Facing: No.

Responsibilities

• Provide friendly, responsive technical support to staff by phone, remote desktop, and in person
• Troubleshoot computer hardware, software, printing, mobile device, IP phone, and network connectivity issues; configure and prepare computers, mobile devices, and other technology for deployment; install operating systems, applications, software updates, and upgrades; install and connect computers, printers, peripherals, and other devices to the network
• Review, prioritize, document, and resolve requests submitted through the support ticketing system (Zendesk)
• Coordinate the relocation of computers and related equipment between workspaces and BHCHP sites
• Maintain and implement standardized hardware and software configurations; maintain accurate equipment and asset records in the asset-tracking system
• Assist with network and email account administration under the supervision of the Support Manager
• Collaborate with other members of the Information Systems team to implement new technologies, systems, and solutions; help identify opportunities to improve the user experience and the delivery of technical support
• Participate in an evening and weekend on-call rotation, generally one week every six to eight weeks
• Perform other duties as assigned

Requirements

• 1-3 years of experience providing technical support in a multi-user, networked computer environment
• Associate degree in a related field or a relevant technical certification preferred
• An equivalent combination of education, training, and practical experience will also be considered
• Hands-on experience configuring and troubleshooting computer hardware and software
• Strong analytical and problem-solving skills
• Ability to respond effectively to a wide range of end-user hardware, software, connectivity, and operating system needs
• Strong customer service, communication, and interpersonal skills
• Working knowledge of Microsoft Windows operating systems
• Familiarity with current computer technology, IP networks, remote-support tools, and common workplace applications
• Ability to communicate technical information clearly to users with varying levels of technical experience; ability to manage competing priorities and work independently while contributing to a collaborative team
• Willingness to learn new technologies and adapt to changing organizational needs

Benefits

• Competitive time off program
• Health, dental, and vision insurance
• 403B retirement savings plan
• Pre-tax MBTA pass program with 40% discount
• Additional compensation for demonstrated bilingual proficiency

Pay

The compensation ranges from $25.19 - $40.31 per hour and increases based on years of experience.