IT Help Desk

Are you a tech-savvy problem solver who genuinely enjoys helping others? Join Mass General Brigham as a Service Desk Support Specialist I and become the go-to technical hero for our end-user community! You will work in a collaborative environment where your innovation, teamwork, and commitment to continuous improvement are deeply valued. This is a fantastic opportunity to grow your IT career, participate in dynamic tech deployment projects, and make a tangible difference in a world-class healthcare network.

• Be the Tech Hero: You will provide professional and efficient technical support to end-users by answering inbound phone calls and responding to online portal tickets.

• Troubleshoot & Resolve: You will guide users through software setup, configuration, and general troubleshooting using ITIL best practices.

• Triage & Collaborate: You will prioritize incoming requests, triage complex calls to the appropriate groups, and collaborate with subject matter experts via email and instant messaging.

• Drive Improvements: You will accurately document your resolutions, help maintain our knowledge database, and provide daily turnover reports to keep the team aligned.

• Experience: You bring at least one year of customer service experience, ideally with phone support. Prior technical support or ITSM experience is a fantastic bonus!

• Tech Foundations: You possess a solid working knowledge of desktop and laptop computers, Windows and Mac OS, Office 365, and mobile devices.

• Network & Security Smarts: You have a foundational understanding of networking concepts (like routers and hubs) and information security software, such as Windows Defender, McAfee, and BitLocker.

• Adaptability: You are flexible, versatile, and able to physically lift up to 20 pounds occasionally, with the readiness to handle emergency relocation or travel to other sites if needed.

salary: $19 - $21 per hour
shift: First
work hours: 8 AM - 5 PM
education: High School

Responsibilities

• Provide professional, efficient and effective customer service to the end-user community 
• Answer incoming phone calls to the Service Desk using Information Technology Infrastructure Library (ITIL) best practices
• Respond to tickets submitted by end users through online portal 
• Troubleshoot technical issues for end-users of Mass General Brigham and all its entities
• Use and assist in maintaining knowledge database and other documentation to help resolve issues
• Communicate with subject matter experts via various methods including email and instant messaging applications
• Prioritize and triage calls to appropriate groups if call cannot be resolved using ITIL best practices
• Document issues and resolutions effectively and efficiently
• Provide daily turnover reports
• Maintain proper shift coverage for answering calls
• Participate on projects including but not limited to Service Desk improvements, customer communication, peer-to-peer communication, and deployment of new technology
• Use the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration
• Other duties as assigned

Skills

• Customer Service
• phone etiquette
• Communication
• Basic Computer Skills
• Front Desk
• IT Help Desk
• Front Desk Coordination
• IT - Infrastructure
• 
  Qualifications
• Years of experience: 0 years
• Experience level: Entry Level
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  Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
  
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  Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
  
  This posting is open for thirty (30) days.
  
  It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.