What are the responsibilities and job description for the Help Desk Support Specialist II position at ABCD?
The Help Desk Support Specialist II provides advanced technical support
for staff across the agency?s multi-site technology environment. This
role serves as a Tier II escalation resource for service desk incidents
and is responsible for diagnosing and resolving complex hardware,
software, network, and cloud application issues. The Specialist supports
agency technology infrastructure by maintaining endpoint systems,
assisting with system administration tasks, supporting cybersecurity
practices, and contributing to IT projects and technology deployments.
The position works closely with IT team members and agency staff to
ensure reliable, secure, and effective technology services that support
the organization?s mission and programs. Key Responsibilities Technical
Support & Service Desk Operations Provide Tier II technical support for
agency staff by diagnosing and resolving complex hardware, software, and
system issues. Serve as an escalation resource for Tier I help desk
incidents. Respond to service requests and incidents through the
agency?s IT service management system, ensuring accurate documentation
and timely resolution. Troubleshoot and resolve issues related to
desktops, laptops, mobile devices, printers, and other peripherals.
Provide remote and occasional on-site technical support to users across
multiple agency locations. Assist users with troubleshooting Microsoft
Office, cloud applications, and agency software platforms.
Infrastructure & Systems Support Assist in supporting the agency?s
Windows server and endpoint environment. Troubleshoot issues related to
Active Directory, authentication, DNS, DHCP, and user access. Diagnose
and coordinate resolution of network connectivity issues including
wired, wireless, and VPN access. Support backup and recovery operations
and perform file or system restores when required. Assist with system
updates, patches, and routine maintenance tasks across agency technology
systems. Endpoint & Device Management Configure, deploy, and maintain
desktops, laptops, and other endpoint devices. Support device imaging,
provisioning, patching, and lifecycle management. Maintain accurate
records of IT assets including device inventory and user assignments.
Assist with technology setup and support for new offices, program
locations, or equipment deployments. Cybersecurity & Risk Management
Support agency cybersecurity practices including endpoint protection,
patch management, and account security. Assist in identifying and
responding to potential security incidents involving user devices or
accounts. Enforce agency IT security policies including password
standards, multi-factor authentication, and device security practices.
Stay Informed About Emerging Cybersecurity Threats And Vulnerabilities
relevant to the organization?s technology environment. Projects &
Technology Initiatives Participate in IT projects including system
upgrades, software implementations, and infrastructure improvements.
Assist with technology deployments across multiple agency locations.
Provide technical support during agency-wide technology rollouts.
Documentation & Continuous Improvement Maintain clear documentation of
technical issues, troubleshooting steps, and solutions. Contribute to
internal IT knowledge base documentation. Identify recurring technical
issues and recommend improvements to systems, processes, or user support
practices. Skills, Knowledge and Expertise A minimum of an Associate?s
Degree in Computer Science, Information Systems, or related field, or
equivalent work experience and one to three years of experience is
Required. Experience Supporting Cloud Platforms And Modern Workplace
technologies is required. Experience supporting Windows desktop
environments and enterprise applications and Technical certifications
Such As Microsoft, Full Job Description
https://careers.bostonabcd.org/en/postings/1c98afb6-3e60-446d-867f-58b8852ccbbf
for staff across the agency?s multi-site technology environment. This
role serves as a Tier II escalation resource for service desk incidents
and is responsible for diagnosing and resolving complex hardware,
software, network, and cloud application issues. The Specialist supports
agency technology infrastructure by maintaining endpoint systems,
assisting with system administration tasks, supporting cybersecurity
practices, and contributing to IT projects and technology deployments.
The position works closely with IT team members and agency staff to
ensure reliable, secure, and effective technology services that support
the organization?s mission and programs. Key Responsibilities Technical
Support & Service Desk Operations Provide Tier II technical support for
agency staff by diagnosing and resolving complex hardware, software, and
system issues. Serve as an escalation resource for Tier I help desk
incidents. Respond to service requests and incidents through the
agency?s IT service management system, ensuring accurate documentation
and timely resolution. Troubleshoot and resolve issues related to
desktops, laptops, mobile devices, printers, and other peripherals.
Provide remote and occasional on-site technical support to users across
multiple agency locations. Assist users with troubleshooting Microsoft
Office, cloud applications, and agency software platforms.
Infrastructure & Systems Support Assist in supporting the agency?s
Windows server and endpoint environment. Troubleshoot issues related to
Active Directory, authentication, DNS, DHCP, and user access. Diagnose
and coordinate resolution of network connectivity issues including
wired, wireless, and VPN access. Support backup and recovery operations
and perform file or system restores when required. Assist with system
updates, patches, and routine maintenance tasks across agency technology
systems. Endpoint & Device Management Configure, deploy, and maintain
desktops, laptops, and other endpoint devices. Support device imaging,
provisioning, patching, and lifecycle management. Maintain accurate
records of IT assets including device inventory and user assignments.
Assist with technology setup and support for new offices, program
locations, or equipment deployments. Cybersecurity & Risk Management
Support agency cybersecurity practices including endpoint protection,
patch management, and account security. Assist in identifying and
responding to potential security incidents involving user devices or
accounts. Enforce agency IT security policies including password
standards, multi-factor authentication, and device security practices.
Stay Informed About Emerging Cybersecurity Threats And Vulnerabilities
relevant to the organization?s technology environment. Projects &
Technology Initiatives Participate in IT projects including system
upgrades, software implementations, and infrastructure improvements.
Assist with technology deployments across multiple agency locations.
Provide technical support during agency-wide technology rollouts.
Documentation & Continuous Improvement Maintain clear documentation of
technical issues, troubleshooting steps, and solutions. Contribute to
internal IT knowledge base documentation. Identify recurring technical
issues and recommend improvements to systems, processes, or user support
practices. Skills, Knowledge and Expertise A minimum of an Associate?s
Degree in Computer Science, Information Systems, or related field, or
equivalent work experience and one to three years of experience is
Required. Experience Supporting Cloud Platforms And Modern Workplace
technologies is required. Experience supporting Windows desktop
environments and enterprise applications and Technical certifications
Such As Microsoft, Full Job Description
https://careers.bostonabcd.org/en/postings/1c98afb6-3e60-446d-867f-58b8852ccbbf