IT Helpdesk & Support Specialist chez Jvs-boston

Location: Downtown Boston, MA (Full-time, On-site, with occasional local travel)Jewish Vocational Services (JVS-Boston) is a mission-driven nonprofit organization that helps individuals from diverse backgrounds gain the skills and resources needed to find employment and build meaningful careers. We are committed to inclusion, opportunity, and economic mobility.

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.

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