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Help Desk Specialist

Embrace the opportunity to join Innovate! Inc. and become a valued member of our team. We are seeking a driven individual who is passionate about leveraging technology to tackle environmental challenges and drive positive change. If you thrive in a collaborative, fast-paced environment and are eager to contribute your skills and expertise to innovative projects, we invite you to explore this exciting opportunity further. Read on to learn more about how you can be part of our dynamic team.

We are seeking a customer-focused Help Desk Specialist who provides responsive, high-quality IT support for onsite and remote users. This role supports everyday computing needs, collaboration and conferencing tools, and access to web and mobile applications for internal and external users. The position also includes equipment logistics, documentation and training content, and limited backup administrative tasks. This role requires onsite support on a part-time basis each week.

*Contingent upon contract being awarded*

*On-site, Gloucester, MA*

Location: Candidate can work remotely

Salary range: $62,500-$77,500 annually

Position status: Full Time; with benefits

Benefits include: Medical, Dental, Vision, 401K with match, Life Insurance, and PTO

KEY RESPONSIBILITIES

• Provide timely hardware and software support for onsite and remote users, including setup, configuration, troubleshooting, and resolution.
• Triage, document, and manage incidents and requests in the service management platform, including clear customer communications and accurate ticket notes.
• Support user access to web and mobile applications, including assisting external users when required.
• Provide database connection support for partner organizations and advanced users as needed.
• Troubleshoot connectivity issues, including VPN and remote access, and perform remote support sessions using approved tools.
• Support endpoint security and encryption tooling in a policy-driven environment.
• Support conferencing, webinars, and meeting technology, including A/V equipment setup and troubleshooting.
• Perform limited backup administrative tasks as assigned, following documented procedures.
• Install and support specialized tools used by staff, including database client tools, and assist with operational access tasks when authorized.
• Create and maintain internal and user-facing documentation, including quick reference guides, FAQs, and short video tutorials or training labs.
• Manage IT equipment logistics, including receiving, inventory tracking, packing and shipping, and coordinating property-custodian notifications.
• Provide onsite support part-time each week and travel to field locations as required.

REQUIRED QUALIFICATIONS

• 2 or more years of help desk or desktop support experience, or equivalent customer-facing IT support experience.
• Strong customer service skills and the ability to explain technical steps clearly to non-technical users.
• Experience supporting Windows endpoints and common enterprise productivity tools.
• Working knowledge of, or ability to quickly learn, the following:
  • Windows 11 and basic Active Directory concepts
  • Ticketing or service management tools (for example, JIRA Service Management or similar)
  • VPN client troubleshooting (for example, Cisco AnyConnect or similar)
  • Remote support tools (for example, BeyondTrust or similar)
  • Endpoint security and encryption tooling
  • Google Workspace, Microsoft Office, and PDF tools (for example, Adobe Acrobat)
  • Printer and peripheral troubleshooting in an enterprise environment
  • Video conferencing and webinar platforms and basic A/V support
  • MacBook and iPad support at a basic to intermediate level
  • Database client tools (for example, Oracle SQL Developer) and connection troubleshooting
• Ability to manage multiple priorities, follow documented processes, and work effectively in a regulated environment.
• Ability to work onsite part-time each week and travel to field sites as needed.

REQUIRED EDUCATION

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent relevant professional experience supporting end users in a help desk or desktop support role.

LEARN MORE ABOUT US

Innovate! Inc. is a certified woman-owned consulting firm founded in 2002 by Lily Thomas. We provide innovative solutions to management, technology, and program challenges, with a focus on performance, integrity, and building lasting partnerships with our clients. Our team of over 100 experts includes IT and geospatial specialists, program and project management consultants, environmental scientists, and communications and outreach strategists. Our clients include federal, state, tribal, and local governments, private industry, non-profit organizations, higher education institutions, and utilities. Recent awards we received for excellent service include the 2022 SAG Team Award and 2022 Esri Partner Conference High Potential Award.

Innovate is a fast-paced, rapidly growing group of entrepreneurs creating a culture of excellence. Rapid advancement within our organization is not only possible but also encouraged. To view our website, visit innovateteam.com.

Innovate is an equal opportunity employer and does not discriminate against any employee or applicant for employment based on race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law. If you have a disability and require reasonable accommodation to complete any part of the application process or cannot access or use this online application process and need an alternative method for applying, please contact us at careers@innovateteam.com.