IT Help Desk

Are you a tech-savvy problem solver who genuinely enjoys helping others? Join Mass General Brigham as a Service Desk Support Specialist I and become the go-to technical hero for our end-user community! You will work in a collaborative environment where your innovation, teamwork, and commitment to continuous improvement are deeply valued. This is a fantastic opportunity to grow your IT career, participate in dynamic tech deployment projects, and make a tangible difference in a world-class healthcare network.

Your Day-to-Day Impact

• Be the Tech Hero: You will provide professional and efficient technical support to end-users by answering inbound phone calls and responding to online portal tickets.

• Troubleshoot & Resolve: You will guide users through software setup, configuration, and general troubleshooting using ITIL best practices.

• Triage & Collaborate: You will prioritize incoming requests, triage complex calls to the appropriate groups, and collaborate with subject matter experts via email and instant messaging.

• Drive Improvements: You will accurately document your resolutions, help maintain our knowledge database, and provide daily turnover reports to keep the team aligned.

What You Bring to the Table

• Experience: You bring at least one year of customer service experience, ideally with phone support. Prior technical support or ITSM experience is a fantastic bonus!

• Tech Foundations: You possess a solid working knowledge of desktop and laptop computers, Windows and Mac OS, Office 365, and mobile devices.

• Network & Security Smarts: You have a foundational understanding of networking concepts (like routers and hubs) and information security software, such as Windows Defender, McAfee, and BitLocker.

• Adaptability: You are flexible, versatile, and able to physically lift up to 20 pounds occasionally, with the readiness to handle emergency relocation or travel to other sites if needed.

salary: $19 - $21 per hour
shift: First
work hours: 8 AM - 5 PM
education: High School

Responsibilities

• Provide professional, efficient and effective customer service to the end-user community
• Answer incoming phone calls to the Service Desk using Information Technology Infrastructure Library (ITIL) best practices
• Respond to tickets submitted by end users through online portal
• Troubleshoot technical issues for end-users of Mass General Brigham and all its entities
• Use and assist in maintaining knowledge database and other documentation to help resolve issues
• Communicate with subject matter experts via various methods including email and instant messaging applications
• Prioritize and triage calls to appropriate groups if call cannot be resolved using ITIL best practices
• Document issues and resolutions effectively and efficiently
• Provide daily turnover reports
• Maintain proper shift coverage for answering calls
• Participate on projects including but not limited to Service Desk improvements, customer communication, peer-to-peer communication, and deployment of new technology
• Use the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration
• Other duties as assigned

Skills

• Customer Service
• phone etiquette
• Communication
• Basic Computer Skills
• Front Desk
• IT Help Desk
• Front Desk Coordination
• IT - Infrastructure

Qualifications
• Years of experience: 0 years
• Experience level: Entry Level

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Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [email protected].

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.