Career Opportunities with Community Teamwork Inc

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Desktop Support Specialist

Department: IT
Location: Lowell, MA

Desktop Support Specialist

Are you interested in a position that will make a difference in your life and the lives of others? Community Teamwork is a private non-profit organization with over 500 employees dedicated to reducing barriers and creating opportunities for low income individuals and families.

At Community Teamwork our employees enjoy best-in-class benefits to support their physical, financial and emotional wellness.

We offer:

  • Casual work environment
  • 4 weeks of Paid Time Off
  • Medical
  • Dental
  • Vision
  • Paid Life Insurance
  • Tuition reimbursement
  • 11 paid holidays
  • Paid sick leave
  • Career advancement and professional development
  • 5% contribution to your 401K whether you participate on your own or not.
  • Great co-workers and a great mission with an outstanding Community Action Agency

We are seeking a Desktop Support SpecialistThe Desktop Support Specialist is a forward-facing position, with primary duties consisting of the resolution of support requests coming in via phone, walk-in, email, and the support-ticketing platform. These tasks require regular and frequent customer communication verbally on the phone, in person, and in writing, with both technical and non-technical personnel. This is a position that mobility is a must as we encourage our techs to go to the problem in this multi-location organization.

Responsibilities include:

 

  • Act as the initial point of contact for all computer and IT resource requests.
  • Monitor CTIís ticketing system, resolve tickets in a timely manner, and work with colleagues to lend a hand in their tickets when appropriate Ė willingness to help others (team player) is a must.
  • Through the ticketing system, complete detailed reports listing requests for technical assistance, steps taken to resolve them, and the specific dates & individuals involved.
  • Install and configure computer systems and applications within the company
  • Ability to prioritize tasks and manage competing demands.
  • Maintain software solutions, drivers, and patches from vendors.
  • Install and troubleshoot computer resources (desktops, laptops, printers, and related peripherals) on site and remote.
  • Maintain working knowledge and programming of the CTI Door Access and Video surveillance systems.
  • Document and maintain documentation on all IT hardware, software, network, telecommunications, procedures, training, and computer inventory.
  • Provide support and administration of the CTI telecommunications system.
  • Manage cell phone and tablet provisioning along with CTIís MDM solution.
  • Resolve technical issues related to network interruptions
  • Attend in-person meetings with clients to analyze, troubleshoot and diagnose hardware problems
  • Actively participate in projects as assigned.
  • Perform other related duties as assigned.
  • Integrate a DE&I lens in all activities, encourage colleagues to engage in DE&I work, and contribute to our mission of building a more diverse, equitable, and inclusive organization for our employees, clients, and partners; requires ongoing investment in a personal and professional journey to understand identity and address unconscious bias, power, and privilege

Successful Candidate will possess:

  • High School Diploma or equivalent required.  Associateís Degree in IT preferred.
  • 1-3 years of experience in an IT support role. History of continued learning in the IT industry.
  • CompTIA A+ certification a plus.
  • Ability to work effectively with and meet the needs of people from a diverse range of backgrounds, cultures, and identities, including underserved communities and people from the different racial groups, socioeconomic statuses, nationalities, and languages that make up CTIís clientele.
  • Must have a positive, "Can-Do" and team attitude in helping-out clients and colleagues.
  • Ability to de-escalate situations.
  • Demonstrated strong working knowledge of desktop and laptop hardware, applications, and networking components.
  • Advanced Knowledge of Windows OS and Office suites.
  • Experience troubleshooting desktop issues (Windows, Microsoft Outlook, M365, browsers, printing, etc.).
  • Experience providing remote IT assistance to end-users via phone and remote support tools.
  • Excellent customer service, organizational, oral, and written communication skills.
  • Must be a self-motivated, team player and have a willingness to learn and teach.
  • Must have own transportation and can travel to other CTI sites as required.
  • Willingness to pursue related IT classes/certifications.

 

Commitment to Diversity Equity and Inclusion

Community Teamwork is committed to an equitable, non-discriminatory, and anti-racist approach in all components of our organizational structure and operations, including the job application process. We recognize that people of underprivileged backgrounds and underrepresented identities often are not afforded equitable access to resources, opportunities, and professional development. We offer professional development, training, and tuition reimbursement opportunities to ensure that you and CTI are set up for success. We encourage you to apply if you see an opening that is exciting to you and include examples of your work that you feel demonstrate your qualifications. Please feel free to speak to all experiences, skills, and educational certifications that you feel are relevant. We look forward to reviewing your application.

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. Community Teamwork is a drug free work environment.

 

This is an exciting opportunity to become an integral member of an innovative team in an organization committed to excellence.

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