IT DESKTOP SUPPORT SPECIALIST
The Commonwealth of Massachusetts is looking for a highly motivated individual to join the Information Technology Division as an IT Desktop Support Specialist. This role is responsible for providing frontline support to employees, managing IT assets, and resolving technical issues in a Windows 11 and Microsoft 365 environment.
Responsibilities
- Set up and configure new user accounts, devices, and software
- Ensure departing employees are properly offboarded, including account deactivation and equipment retrieval
- Act as the first point of contact for IT-related issues via phone, email, or ticketing system
- Provide Tier 1 support for hardware, software, and network issues, escalating when necessary
- Prepare, image, and deploy laptops, desktops, and peripherals to end users
- Maintain inventory of IT equipment and ensure timely replacements or upgrades
- Troubleshoot and resolve common desktop, application, and connectivity problems
- Support Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive
- Assist with tracking and maintaining IT assets in the asset management system
- Ensure accurate documentation of equipment assignments and returns
- Monitor and respond to basic security alerts and incidents
- Educate users on security best practices and assist with password resets, MFA, and phishing reports
Skills
- Associate or bachelor's degree in information technology or related field or equivalent experience
- A minimum of zero to three (0–3) years of experience in IT desktop support or help desk role
- Knowledge of Windows 11 operating system and Microsoft 365 applications
- Basic understanding of cybersecurity principles and incident response
- Excellent problem-solving, organizational, and communication skills
- Ability to work independently and collaboratively in a fast-paced environment
- Familiarity with IT asset management practices and ticketing systems
- Knowledge of endpoint management tools (e.g., Intune, SCCM)
- Exposure to ITIL practices and service desk workflows
- CompTIA A+, Network+, or Security+ certification
Company Overview
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