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State of Massachusetts Deskside Support Specialist in Maynard, Massachusetts

_About the Organization:_

The Executive Office of Technology Services and Security (EOTSS) is the state’s lead office for information technology. We provide enterprise level information technology services including network management and security; computer operations; application hosting; desktop provisioning and management; and, modern and responsive digital services to 40,000 internal stakeholders plus the residents, business owners and visitors to the Commonwealth of Massachusetts.



_About the Role:_

EOTSS is looking for a motivated, customer service orientedDeskside Support Specialist. The Deskside Support Specialist will be an EOTSS employee and will initially support end users at the Massachusetts State Police Crime Laboratory.

The Deskside Support Specialist will provide service, support, and maintenance for the Executive Office of Public Safety and Security local area networks along with the development and implementation of technical projects throughout the EOPSS. The Deskside Support Specialist will ensure IT issues are addressed, resolved, escalated, communicated and tracked while focusing on customer service and end user satisfaction. This position will also assist in managing LAN operations at Site, software and hardware installations, inventory control, and second level training.

_Asset Management __Responsibilities__:_

  • Maintain inventories of all EOPSS IT assets

  • Implement EOPSS 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 & Desktop Support __Responsibilities:_

  • 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 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

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

  • Perform system analysis and troubleshooting functions as they relate to the LAN/WAN infrastructure

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

  • Assist in server installation/maintenance and act as liaison between vendors and third level support for LAN/WAN peripherals such as switches, routers, modems, hubs etc.

  • Assist with:

  • Troubleshooting and resolving local network issues and working with teams for resolution

  • Monitoring and maintaining the health and integrity of the network

  • Local backup and restore process

  • Site specific projects as related to network infrastructure & server support

_Administration Support/Workflow __Responsibilities:_

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

  • Perform 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 EOPSS security policies and practices to insure the safety and privacy of data, its clients and its resources.

  • After hours support as authorized and required

_Required knowledge, skills & abilities:_

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

  • Must be able to handle high pressure scenarios in a timely fashion

  • Excellent technical knowledge of network and PC hardware, including Microsoft Windows Server, Microsoft Office Suite/365, Windows Desktop Operating Systems & PC hardware configuration skills

  • Experience with Active Directory account creation, password resets, distribution groups, group policies, security 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)

  • Thorough 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.

  • Excellent written and oral communications skills

  • Strong service orientation and time management skills

_Education and Certifications:_

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

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

  • Microsoft Certified Professional MCSE: Mobility highly recommended

  • Microsoft Certified Professional MCSE: Core Infrastructure optional


*All offers of employment into this position are conditional and subject to passing: a Massachusetts Criminal Background Check (CORI); a security clearance (fingerprinting) consistent with IRS and/or public safety requirements; and training.

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


Please see Preferred Qualifications.

*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 Technology Services and Security

Title: Deskside Support Specialist

Location: Massachusetts-Maynard - 124 Acton Street

Requisition ID: 2000055B