IT Support Specialist

The Committee for Public Counsel Services, the Massachusetts state public defender agency, is seeking a full-time IT Support Specialist in its Information Technology Division to work directly with staff via phone, email, and in-person to address staff technology challenges and deliver new technology. This position is part of the IT Infrastructure team. The IT Division has permanent workspace in Boston, Brockton, Worcester and Springfield. This position will be located in Boston.

We fight for equal justice and human dignity by supporting our clients in achieving their legal and life goals. We zealously

advocate for the rights of individuals and promote just public policy to protect the rights of all., CPCS is committed to protecting the fundamental constitutional and human rights of our assigned clients through zealous advocacy, community-oriented defense, and the fullness of excellent legal representation. We are dedicated to building and maintaining strong professional relationships, while striving to accept, listen to and respect the diverse circumstances of each client, as we dedicate ourselves to meeting their individual needs. It is our CPCS mission to achieve these goals, and in furtherance thereof, we embrace and endorse diversity, equity and inclusion as our core values as we maintain a steadfast commitment to: (1) Ensure that CPCS management and staff members represent a broad range of human differences and experience; (2) Provide a work climate that is respectful and supports success; and (3) Promote the dignity and well-being of all staff members. CPCS leadership is responsible for ensuring equity, diversity, and inclusion. The ability to achieve these goals with any level of certainty is ultimately the responsibility of each member of the CPCS community., This role is a frontline position working directly with staff via phone, email, and in-person to address staff technology challenges and deliver new technology. This position is part of the IT Infrastructure team. This position, in conjunction with other infrastructure staff, responds to helpdesk inquiries as well as completing project-based work. In addition to addressing helpdesk queries and delivering and setting up new end-user technology, this position will deliver technology projects to address Agency priorities.

CPCS IT believes in providing career and technical development for the individual in this role. We do this through formal and ad hoc training and through project work. The person in this role must be comfortable with working directly with non-technical staff at the Agency and problem solving with staff of varied technical knowledge.

This position is expected to travel to various offices around the Commonwealth. Travel is estimated up to 40% of working hours.

The IT Division has permanent workspace in Boston, Brockton, Worcester and Springfield. This position will be located in Boston.

The IT Support Specialist will report directly to a Helpdesk Supervisor.

RESPONSIBILITIES

The duties of the IT Support Specialist include, but are not limited to:

• Providing technical support to end-users in a timely fashion via telephone, email, remote login or in person, including troubleshooting, instruction, setup, and installation of desktops (including peripherals), software, printing (including drivers), networking, VPN, connectivity, and servers;
• Upgrading software;
• Supporting setup of mobile devices;
• Providing remote and onsite network, hardware and software support at roughly 20 field offices in Massachusetts;
• Imaging and repairing computers and troubleshooting hardware and software issues;
• Proactively identifying solutions to improve end-user experience and Agency technology profile;
• Identifying new technologies for the Agency that can improve IT operations or end-user effectiveness;
• Updating and installing virus protection and removing viruses when necessary;
• Leading, managing, and/or supporting special technology projects;
• Troubleshooting routers, switches, high-speed ISP connections; and,
• Other responsibilities as assigned., CPCS is committed to protecting the fundamental constitutional and human rights of our assigned clients through zealous advocacy, community-oriented defense, and the fullness of excellent legal representation. We are dedicated to building and maintaining strong professional relationships, while striving to accept, listen to and respect the diverse circumstances of each client, as we dedicate ourselves to meeting their individual needs. It is our CPCS mission to achieve these goals, and in furtherance thereof, we embrace and endorse diversity, equity and inclusion as our core values as we maintain a steadfast commitment to: (1) Ensure that CPCS management and staff members represent a broad range of human differences and experience; (2) Provide a work climate that is respectful and supports success; and (3) Promote the dignity and well-being of all staff members. CPCS leadership is responsible for ensuring equity, diversity, and inclusion. The ability to achieve these goals with any level of certainty is ultimately the responsibility of each member of the CPCS community.

The clients we represent are diverse across every context imaginable and bring many unique cultural dimensions to the matters we address. This reality creates a critical need for CPCS staff to be culturally competent and able to work well with people of different races, ethnicities, genders and/or sexual orientation identities, abilities, and limited English proficiency, among other protected characteristics., * Associates degree in computer science or related field or comparable experience;

• 2+ years’ experience directly interacting with systems and end-users both remotely and on-site. This includes, providing technical Helpdesk and technical customer service in a Microsoft environment, including Windows 11, Windows servers 2019-2025, Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Azure experience helpful;
• 2+ years’ experience troubleshooting hardware, software, and network problems;
• 2+ years’ experience managing small projects;
• 2+ years’ experience troubleshooting network or server issues in a Windows environment;
• Valid driver’s license and a reliable personal vehicle for transportation on a reimbursable basis. Travel is estimated at up to 40% within the Commonwealth; and,
• Access to home internet access sufficient to work remotely., * Strong communication and customer service skills, and attention to detail;
• Proven ability to work effectively as part of a team and independently;
• Ability to maintain strict confidentiality and to exercise considerable judgment and discretion; and,
• Ability to handle multiple tasks, prioritize effectively, meet deadlines, and deliver high-quality work.

The Information Technology Division enables and enhances the delivery of the Agency’s mission to serve our clients through the creation of innovative digital products and the support of staff, private counsel, and vendor partners. We accomplish these objectives by providing application development and infrastructure services focusing on client success and strategic IT service delivery both as technology leaders and partners in the fight for equal justice and zealous advocacy on behalf of our clients.