State of Massachusetts IT Site Technician in Boston, Massachusetts

The Executive Office of Health and Human Services (EHS) is the largest secretariat in MA state government and is comprised of 12 agencies, in addition to 2 soldiers’ homes and the MassHealth program. EHS services directly touch the lives of slightly more than 1 in 4 residents in the Commonwealth — some of our most vulnerable children, youth, adults, and elders. EHS provides access to medical and behavioral health care, substance misuse treatment, long term services and support, and nutritional and financial benefits to those with low incomes. We connect elders, individuals with disabilities, and veterans with employment opportunities, housing, and supportive services. We steer troubled youth towards a more successful path and do everything possible to keep children in our child welfare system safe. We support individuals who are developmentally disabled, mentally ill, blind, deaf or hard of hearing.

Our EHS IT department plays a key role in supporting those who are in direct support of our children, families and services. We are currently seeking to hire an IT Site Technician who will directly report to the EHS Regional IT Operations Supervisor. The IT Site Technician ensures IT issues are addressed, resolved, escalated, communicated and tracked while focusing on customer service and end user satisfaction. This position will require limited travel to various sites as needed or requested.

_Responsibilities:_

Asset Management:

  • Maintain inventories of all EHS IT assets

  • Implement EHS IT enterprise images for PC’s (Desktop/Laptop)

  • Install operating systems and software; patch systems and protect against viruses/malware.

  • Install, configure, and troubleshoot devices; utilize IT tools for remote management of desktops and laptops, track inventory, push patches and upgrades.

Technical Support:

  • Provide user friendly, on-hand support to the users in multiple locations.

  • Inform customers on the status of their requests and ensure customer satisfaction.

  • Handle tickets effectively within the service desk within timeframes outlined in service level objectives.

  • Assist Telecom with movement of IP phones as required.

  • Act as the contact person for office wiring/cable installations

  • Assist with:

o local backup and restore process to include swapping tapes, restoring files, and transfer of media

o troubleshooting and resolving Network issues.

o monitoring and maintaining the health and integrity of the network.

o local backup and restore process

o site specific projects as related to network infrastructure & server support

  • Install, configure and support state issued mobile devices and other tech devices such as iPads and tablets.

Administration Support/Workflow:

  • Work collaboratively with internal and external groups to improve overall customer service and support.

  • Responsible for timely response and support during scheduled and authorized non-business hours.

  • Clearly communicate and/or escalate any IT operations issues or disruptions (planned or unplanned) to minimize user impact.

  • Complete all activities within EHS security policies and practices to insure the safety and privacy of data, its clients and its resources.

  • After hours support as authorized and required.

_Preferred Knowledge, Skills & Abilities:_

  • Bachelor’s Degree in Computer Science, Information Systems, Business Administration or other related field, or equivalent work experience

  • 3-5 years of relevant experience supporting Microsoft Operating Systems preferably in a service desk environment with a helpdesk ticketing system and call queue.

  • Excellent technical knowledge of network and PC hardware, including Microsoft Windows Server, Microsoft Office Suite, Windows Desktop Operating Systems & PC hardware configuration skills.

  • Experience with Active Directory account creation, password resets, distribution groups and other AD functions.

  • Strong knowledge of Microsoft Exchange (including O365, EMS, and Azure).

  • Working technical knowledge of current network protocols, operating systems, and standards

  • Strong knowledge of network technologies involving Local Area Networks (LAN), Wide Area Networks (WAN) and Virtual Private Networks (VPN).

  • Understanding of WAN, LAN, and VPN network protocols such as TCP/IP and network diagnostic tools and techniques.

  • Experience facilitating new user setups including but not limited to phone setup, network port activation and testing, PC setup, network account creation, etc.

  • Experience deploying/imaging desktops and laptops and performing hardware diagnostics.

  • A , Network , or other IT industry standard certifications desirable.

  • Excellent written and oral communications skills

  • Strong service orientation and time management skills.

  • Valid driver’s license and ability to lift up to 35lbs.

Total Compensation:

As an employee of the Commonwealth of Massachusetts you are offered a great career opportunity influencing a wide-spectrum of services to the diverse populations we serve - but it's more than a paycheck. The State's total compensation package features an outstanding set of employee benefits which you should consider towards your overall compensation, including:

  • 75% state paid medical insurance premium

  • Reasonable Dental and Vision Plans

  • Flexible Spending Account and Dependent Care Assistance programs

  • Low cost basic and optional life insurance

  • Retirement Savings: State Employees' Pension and a Deferred Compensation 457(b) plan

  • 11 paid holidays per year and competitive Sick, Vacation and Personal Time

  • Tuition Benefit for employee and spouse at state colleges and universities

  • Long-Term Disability and Extended Illness program participation options

  • Incentive-based Wellness Programs

  • Professional Development and Continuing Education opportunities

  • Qualified Employer for Public Service Student Loan Forgiveness Program

Pre-Hire Process:

A criminal background check will be completed on the recommended candidate as required by the regulations set forth by the Executive Office of Health and Human Services prior to the candidate being hired. For more information, please visit

http://www.mass.gov/hhs/cori and click on "Information for Job Applicants."

Education, licensure and certifications will be verified in accordance with the Human Resources Division’s Hiring Guidelines.

First consideration will be given to those applicants that apply within the first 14 days.

Minimum Entrance Requirements:

Applicants must have at least (A) four years of full-time, or equivalent part-time, professional experience in electronic data processing of which (B) at least two years must have been in work in which the major duties included computer systems analysis, or (C) any equivalent combination of the required experience and the substitutions below.

SUBSTITUTIONS:

I. An Associate's degree with a major in the field of data processing or computer programming may be substituted for a maximum of one year of the required (A) experience.*

II. A Bachelor's degree with a major in the field of data processing or computer and/or information science may be substituted for a maximum of two years of the required (A) experience.*

III. A Graduate degree with a major in the field of data processing or computer and/or information science may be substituted for a maximum of two years of the required (A) experience.*

IV. A diploma for completion of a two year full-time, or equivalent part-time, program in a recognized non-degree granting business or vocational/technical school above the high school level with a major in the field of computer programming may be substituted for a maximum of one year of the required (A) experience.*

V. An official transcript from a recognized business or vocational/ technical school as evidence of completion of a program consisting of at least 650 hours of instruction in the field of computer programming may be substituted for a maximum of one year of the required (A) experience.

VI. Graduation from the data processing course of a recognized vocational/technical high school may be substituted for a maximum of one year of the required (A) experience.

*Education toward such a degree or diploma will be prorated on the basis of the proportion of the requirements actually completed.

NOTE: No substitution will be allowed for more than two years of the required (A) experience.

NOTE: No substitution will be allowed for the two years of the required (B) experience.

Special Requirements: None.

*An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.


Job: *Information Systems and Technology

Organization: *Exec Office Of Health and Human Services

Title: IT Site Technician

Location: Massachusetts-Boston-305 South Street

Requisition ID: 180007PS