IT Helpdesk Support Generalist

IT Helpdesk Support Generalist

  • Full Time
  • Boston

Website Metropolitan Area Planning Council

The Metropolitan Area Planning Council seeks an IT Helpdesk Support Generalist to provide information technology support to staff in an innovative and growing public agency. Principal responsibilities will include providing customer service support to our internal staff by responding to all inbound IT help desk requests and other support as needed. Other duties will include remote support and troubleshooting desktops, laptops, printers, VOIP phone systems, and other hardware devices within a structured IT enterprise environment. The ideal candidate will be positive, detail-oriented, and committed to a more sustainable and equitable region. Over time, the position will offer opportunities for professional development and to take on greater responsibility for systems administration and IT planning.

This is a unique opportunity to work as part of a dynamic, collaborative, and interdisciplinary team focused on using data and technology to support informed regional planning. The Data Services Department is recognized as a national leader in data dissemination, regional indicators, scenario modeling, spatial analysis, and open-source interactive websites.     

About MAPC: 
MAPC is the Regional Planning Agency (RPA) serving the people who live and work in metropolitan Boston. Our strategic priorities are promote smart growth, collaboration, climate mitigation and resilience, and equity in the region. We are guided by our regional plan, MetroCommon2050: Shaping the Region Together. MAPC’s staff includes approximately 115 full-time employees located in downtown Boston in a transit-accessible and bike-friendly office. 
MAPC has a hybrid schedule, combining time in the office with remote work. Employees must reside within a commutable distance from MAPC’s Boston office. 
MAPC strongly supports the professional development of each and every staff person, believing their growth to be consistent with the best interests of MAPC and the region. We encourage all our staff to develop new ideas to make MAPC’s planning and policy work more relevant and impactful, and to adapt to changing times.  
This is an opportunity to work in a dynamic, interdisciplinary, and innovative environment with professionals who are committed to building a more sustainable and equitable future for everyone who lives and works in Greater Boston. For more information about MAPC or MetroCommon2050, please visit www.mapc.org.  
 
 

Responsibilities (including but not limited to) 

  • Provide first and second-tier IT support to MAPC staff both on- and off-site, addressing issues that cannot be resolved by junior help desk specialist. Escalate problems when required to the appropriately experienced team member; 
  • Log incoming help requests from end users via telephone, ticket system, Slack messenger, in person and email in a courteous and timely manner; 
  • Provide support for Windows & Mac desktops/laptops, printers, telephones and other IT infrastructure with a focus on customer service; 
  • Assist Systems Administrator and IT Manager with administration of on-site and cloud-hosted servers, as needed; 
  • Install, configure and troubleshoot laptops, desktops, and Citrix virtual desktop systems (via thin clients); 
  • Perform asset management activities and recommend upgrades where necessary (inventory tracking, IT supply, etc.); 
  • Assist colleagues across agency with projects and tasks where needed; 
  • Occasionally, attend external meetings to provide on-site IT support; 
  • Process and document department purchase orders; 
  • Create and configure user accounts, facilitate the IT component of onboarding new employees; and 
  • Create and maintain documentation for technical tasks regularly done by employees. 

Evening events, occasional weekend events, and local travel are a responsibility for this position. MAPC does not require that you have a vehicle; however, you must have a valid driver’s license and/or the ability to arrange transportation to meetings in different parts of the region. MAPC provides support for travel, including a Zipcar account and BlueBikes membership. 
 

Qualifications 

Candidates for this position should have a Bachelor’s degree in Computer Science, Information Systems, Business Administration or other related discipline or a minimum of 3 years of prior desktop support/IT administration experience.  
 
Successful candidates for this position will demonstrate all or most of the following: 

  • Strong technical troubleshooting and support skills with a focus around Microsoft technologies and MS Office 365 products 
  • Strong understanding of TCP/IP, DHCP, DNS 
  • Excellent communications skills both verbal and written to technical and non-technical staff 
  • Strong understanding of Windows (7, 8.X, 10) and Mac OS 
  • Experience with Virtualization technologies – Citrix XenServer, VMware, or Hyper-V (preferred) 
  • Strong working knowledge of Active Directory 
  • Excellent time management and problem-solving skills; ability to prioritize assigned projects, help desk calls, and emails 
  • Ability to lift up to 50lbs  

Preferred: 

  • VOIP experience (Cisco preferred) 
  • Working knowledge of enterprise wireless networking (setup, troubleshooting, etc.) 
  • Working knowledge of using remote desktop software. VNC, Citrix XenApp, and Citrix technologies are preferred 
  • Experience with helpdesk ticket systems 
  • Experience with configuration and maintenance of Amazon servers. Linux Server experience (Ubuntu preferred) or other Linux OS’s 

Per MAPC COVID-19 Vaccine Policy, all employees, including remote employees, must be fully vaccinated. This position will require the selected candidate to show proof of full vaccination against COVID-19, including the Bivalent booster. MAPC is an equal opportunity employer and will consider reasonable accommodation to those individuals who are unable to be vaccinated consistent with federal, state, and local law. 
 

Compensation and Benefits:  
The salary ranges from $61,000 to $71,000 annualized salary, depending on qualifications and experience. This is a full-time, non-exempt position. MAPC offers excellent Massachusetts state employee benefits as well as a flexible, supportive, and family-friendly work environment and a commitment to continued professional development.  

 

How to Apply:  
Apply online at www.mapc.org/jobs. The position is open until filled, and applications are reviewed on a rolling basis. Interested candidates should submit a cover letter and resume. Candidates selected to interview will be asked to submit three (3) references plus a sample of relevant writing or work product. Candidates must have legal authorization to work in the USA and a valid driver’s license and/or the ability to arrange transportation to meetings in different parts of the region. A Criminal Offenders Records Information (CORI) request  must be completed if offered this position. However, a criminal record is not an automatic bar to employment but will be reviewed in relation to the job applied for. MAPC participates in E-Verify, which is a federal program that helps us to determine work eligibility in the United States. 
 
MAPC is an Equal Opportunity and Affirmative Action Employer. We believe that a staff with a range of perspectives, experiences, and skillsets strengthens our work. We are committed to building a more equitable workplace that allows staff with diverse backgrounds and identities to thrive, grow, and lead. For more information on MAPC’s culture of equity, see our Equity at MAPC page.  

To apply for this job please visit www.governmentjobs.com.

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