Deskside Support Engineer

Job description

At the Center for Health Information and Analysis (CHIA), we serve as stewards of Massachusetts health data, employing multifaceted datasets and cutting-edge analytics to ensure transparency in our healthcare system.

By joining CHIA as the Deskside Support Engineer, you'll become emersed into one of the largest and most disparate collection of healthcare data in the Commonwealth and play a pivotal role in the stewardship and success of CHIA’s influential and essential healthcare analytics products.

 

The Deskside Support Engineer, reporting to the Manager of Desktop Support, will be a mission critical resource on the CHIA team.

You will join an IT operations team of extremely dedicated and thoughtful support engineers that will keep our very fast-moving business partners operational day in and day out.

 

At CHIA, we foster a flexible, collaborative environment, offering a hybrid model that balances in-person and remote work.

Our hybrid model includes working from our vibrant Boston office at 501 Boylston Street for at least two designated days per week, with the flexibility to work remotely on others.*  

As a Deskside Support Engineer you will have the opportunity to:  

Ensure Customer Satisfaction: Inform end users on the status of their requests to ensure customer satisfaction.

Handle tickets effectively within timeframes outlined by the Desktop Manager and Director of IT Operations.

Provide user-friendly, on-site, or remote support to all CHIA users.



Facilitate User Onboarding and Support: Setup of new users, including configuring TEAMS phones, and managing user accounts across multiple systems.

Ensure smooth transitions by deactivating users as they leave CHIA.

Perform Active Directory administration and support MFD and printer functionality.



Troubleshoot and Resolve Issues: Perform analysis, diagnosis, and resolution of laptops, printers, LAN, and other hardware problems for end users.

Analyze and resolve tier 1 and 2 issues, escalating any issues that require subject matter experts or vendor support.

Act as a liaison between vendors and end users when outside troubleshooting/repairs are required.



Optimize and Secure IT Operations: Take charge of deploying, repairing, testing, and inventorying software.

Implement CHIA IT enterprise images for laptops, and install and patch operating systems and software applications, specifically building and patching Microsoft Windows desktop images to protect against viruses and malware.



Streamline Device Management: Install, configure, and troubleshoot devices; utilize IT tools for remote management of desktops and laptops; track inventory.

Provide user-friendly, on-site, or remote support to all CHIA users.



Maintain Network and Communication Systems: Troubleshoot and resolve network issues.

Install, configure, and support state-issued mobile devices and other peripheral devices.

Perform system analysis and troubleshooting procedures related to the LAN/WAN infrastructure.

Install and maintain communication connections between workstations, printers, etc.



Here are the important qualifications we are looking for: 

Collaborative and Customer-Focused: 
+ Ability to and commitment work collaboratively with internal and external groups to ensure excellent customer service and support.


+ Strong customer service focus and interpersonal skills.




Excellent Communicator and Problem Solver: 
+ Ability to analyze and resolve tier 1 and 2 issues, escalating when necessary.


+ Excellent written and verbal communication skills.

  
+ Ability to professionally communicate with employees at all levels of an organization.

 


Experienced IT Professional: 
+ 5+ years of experience supporting Microsoft Operating Systems, preferably in a service desk environment with a help desk ticketing system.


+ Possesses excellent technical knowledge of PC hardware and software, including Microsoft Windows 11, Microsoft Office Suite, Microsoft Exchange (including O365 and Azure), and Apple devices.


+ Technical knowledge in imaging, deploying, and administering Apple devices.




Network and Security Savvy: 
+ Showcases an understanding of network technologies such as LAN, WAN, VPN, and network protocols like TCP/IP, along with network diagnostic tools and techniques.


+ Demonstrates knowledge of system and network security protocols.




Proficient in Active Directory and Documentation: 
+ Possess experience with Active Directory account creation, password resets, distribution groups, and other AD functions.


+ Demonstrated  knowledge of group policy management and creation.


+ Ability to produce and maintain documentation, knowledgebase articles, and training materials.




Highly Organized and Detail-Oriented: 
+ Detail-oriented and highly organized, able to handle a variety of tasks efficiently.


+ Demonstrated ability to prioritize workload and manage high-pressure situations effectively with minimal supervision.


+ Take initiative and complete complex technical tasks with minimal supervision.




* As an IT professional, you may be required to work in-person additional days to meet operational needs and priorities.

 

Comprehensive Benefits:

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package.

We take pride in providing a work experience that supports you, your loved ones, and your future.



Want the specifics?

Explore our Employee Benefits and Rewards! (https://www.mass.gov/commonwealth-employee-benefits-and-rewards)

+ CHIA offers agency-specific flexible work and IT arrangements.



Applicants must have (A) at least two (2) years of full-time or equivalent part-time professional or practical experience in the field of information technology security, or (B) any equivalent combination of the required experience and the substitutions below.

Substitutions: An Associate’s degree in a related field may substitute for one (1) year of the required experience.

A Bachelor’s degree or higher in a related field may substitute for the required experience.



NAGE Unit 6:  Customer Service & End User Support Level II; Deskside Support Specialist

Salary is commensurate with experience

Salary Range:

Level 2 $77,290.20 - 116,401.48





An Equal Opportunity / Affirmative Action Employer.

Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.



The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law.

Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements.

We encourage individuals who believe they have the skills necessary to thrive to apply for this role.



Information submitted by applicants is collected through the JazzHR Platform, your submission of application materials constitutes your express consent for this information to be provided to JazzHR for processing.

Please do not include any personally identifiable information with your application materials other than that specifically requested by CHIA.

CHIA requests basic information such as name, address, telephone number, and email address.

You may also self-identify with your race/ethnicity, gender, disability and/or veteran status.

However, you should not provide more detailed personal information such as your date of birth or Social Security Number with your application materials.





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