IT Helpdesk & Support Specialist

Position Overview

• JVS-Boston is seeking a reliable, customer-focused, and technically proficient IT Helpdesk & Support Specialist to provide day-to-day IT support in a Windows-based environment. This mid-level role combines desk-side support, application troubleshooting, and technical operations, ensuring that staff and participants have reliable access to the technology and systems they need.
• The position is primarily on-site in our Downtown Boston office, with occasional travel to nearby JVS locations.

Key Responsibilities

• End-User Support:
• Provide Tier 1 and Tier 2 technical support to staff through desk-side, phone, and remote assistance.
• Troubleshoot Windows 10/11 laptops, desktops, mobile devices, printers, and peripherals.
• Support and troubleshoot Office 365 applications (Outlook, Word, Excel, PowerPoint, Teams, SharePoint).
• Application & Platform Support:
• Zoom: meetings, webinar setup, and integration troubleshooting.
• RingCentral: VoIP phone support, desktop/mobile app troubleshooting, voicemail setup.
• DocuSign: account access, document routing, and user training.
• Verkada: user access management, camera/system connectivity.
• Microsoft Teams: meetings, collaboration, and training support.
• Account & Device Management:
• Perform new user setup including account creation, workstation prep, and peripheral configuration.
• Manage user accounts in Active Directory and Microsoft 365 (account provisioning, password resets, permissions).
• Support software installation, patching, license management, and device imaging.
• Assist with Mobile Device Management (MDM) where applicable.
• Networking & Systems:
• Troubleshoot network connectivity issues (Wi-Fi, DHCP, DNS, and Ethernet).
• Collaborate with senior IT staff on infrastructure projects and system upgrades.
• Ensure compliance with IT security policies, including backup and recovery procedures.
• AV & Event Support:
• Configure and support AV systems, projectors, conference room technology, and presentations.
• Provide technical support during events, meetings, and training sessions.
• Operations & Documentation:
• Track assets, manage IT inventory, and assist with procurement of hardware/software.
• Maintain accurate and detailed documentation in the IT ticketing system.
• Provide staff training on technology tools and IT best practices.

Required Qualifications

• Associate’s degree in IT, Computer Science, or related field, or equivalent work experience.
• 2+ years of experience in helpdesk, desktop, or IT support.
• Proficiency with Windows 10/11 and the Microsoft 365 suite.
• Experience with Zoom, RingCentral, DocuSign, and/or Verkada.
• Familiarity with Active Directory account management.
• Knowledge of basic networking concepts (Wi-Fi, DHCP, DNS).
• Excellent communication and customer service skills; ability to explain technical concepts to non-technical users.
• Strong organizational skills with the ability to manage multiple priorities.
• Ability to work independently and collaboratively in a team environment.
• Physical ability to lift/move up to 40–50 lbs and support AV setup as needed.
• Reliable transportation or valid driver’s license for occasional local travel.

Preferred Qualifications

• Experience supporting SaaS and cloud-based platforms.
• Familiarity with IT ticketing/service management systems (Zendesk, Freshservice, or similar).
• Knowledge of AV equipment setup and troubleshooting.
• Exposure to mobile device management (MDM) solutions.

Work Environment

• This is a primarily on-site position based in Downtown Boston, with light travel required between JVS-Boston locations. The role requires flexibility in supporting a variety of IT systems while balancing excellent customer service with technical proficiency.