IT Helpdesk Support Specialist

JVS provides a broad range of services including adult education, skills training, job readiness training, job placement and support, and access to post-secondary education. JVS assists employers in their search for well-qualified job applicants and their initiatives to upgrade the skills of their incumbent workforce., 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, End-User Support:

• Provide Tier 1 and Tier 2 technical support to staff through desk-side, phone, and remote assistance.

• Troubleshoot Windows laptops, desktops, mobile devices, printers, and peripherals.

• Support and troubleshoot Office 365 applications

Application & Platform Support:

• Zoom: meetings, webinar setup, and integration troubleshooting.

• Docusign: account access, document routing, and user training.

• Verkada: user access management, camera/system connectivity.

• Microsoft Teams: meetings, collaboration, and training support.

Accounts & 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.

Do you have a valid Driver’s License license?, Do you have experience in Windows?, Do you have a Associate’s degree?, * 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, DocuSign, and/or Verkada.

• Familiarity with Active Directory account management.

• 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., * Experience supporting SaaS and cloud-based platforms.

• Familiarity with IT ticketing/service management systems.

• Knowledge of AV equipment setup and troubleshooting.

JVS is a non-profit, non-sectarian agency. Our mission is to empower individuals from diverse communities to find employment and build careers, and to partner with employers to hire, develop and retain productive workforces.