Job Description
About Us
The Executive Office of Technology Services and Security (EOTSS) is the state's lead office for information technology. We provide enterprise level information technology services including network management and security; computer operations; application hosting; desktop provisioning and management; and modern and responsive digital services to 40,000 internal stakeholders plus the residents, business owners and visitors to the Commonwealth of Massachusetts.
About the Role
EOTSS is seeking to hire a Deskside Support Specialist Intern to join our IT Desktop Support team. The Deskside Support Specialist intern ensures IT issues are addressed, resolved, escalated, communicated and tracked while focusing on customer service and end user satisfaction. This position will assist in helping to manage or shadow operations, software and hardware installations, inventory control, and second level training.
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The primary work location for this role will be 470 Worcester Road Framingham, MA 01702. The work schedule for this position is Monday through Friday 9AM to 5PM EST. This position will require 100% on-site presence.
All offers of employment into this position are conditional and subject to passing: a Massachusetts Criminal Background Check (CORI); a security clearance (fingerprinting) consistent with IRS and/or public safety requirements; and security training.
Duties & Responsibilities
Asset Management:
- Help to/shadow instillations of operating systems and software
- Help to troubleshoot devices; utilize IT tools for remote management of desktops and laptops, track inventory, push upgrades
- Maintain inventories of IT assets
Technical & Desktop Support:
- Provide user friendly, on-hand support to the users in multiple locations
- Inform customers on the status of their requests and ensure customer satisfaction
- Help to handle tickets effectively
- Assist Telecom with movement of IP phones as require
- Assist with office wiring/cable installations
Administration Support/Workflow:
- Work collaboratively with internal and external groups to improve overall customer service and support
- Perform timely response and support during scheduled and authorized non-business hours
- Help communicate IT operations issues
- Complete activities within EOTSS security policies and practices to ensure the safety and privacy of data, its clients, and its resources.
Preferred Knowledge, Skills & Abilities
- IT background
- Knowledge of technical infrastructure and applications
- Working knowledge/experience with Microsoft Office Suite and Office 365
- Analytical and technical problem-solving abilities
- Strong service orientation and time management skills
- Excellent communication and writing skills
- Self-motivated
- Ability to prioritize work/specific incidents
Qualifications
First consideration will be given to those applicants that apply within the first 14 days.
Please see Preferred Qualifications.
Comprehensive Benefits
When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.
Want the specifics? Explore our Employee Benefits and Rewards!
An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.
The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.