IT Helpdesk Support Specialist

Position Summary:

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

Primary Responsibilities:

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. 

Required Qualifications

• 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. 

Preferred Qualifications:

• Experience supporting SaaS and cloud-based platforms. 
• Familiarity with IT ticketing/service management systems. 
• Knowledge of AV equipment setup and troubleshooting. 

Work Environment:

This is a primarily on-site position based in Downtown Boston, with light travel required between JVS-Boston locations. This requires flexibility in supporting a variety of IT systems while balancing excellent customer service with technical proficiency. 

JVS Culture

JVS is strongly committed to diversity and a workplace environment that respects, appreciates and values employee differences and similarities. By providing and supporting a work culture that fosters and builds upon diversity and its strengths, JVS will better serve our local communities and continue to provide quality services. JVS is an employment at-will organization and an equal opportunity employer committed to maintaining a work and learning environment free from discrimination on the basis of sex, race, color, religion, national origin, pregnancy, gender identity, sexual orientation, marital/civil union status, ancestry, place of birth, age, citizenship status, veteran status, political affiliation, genetic information or disability, as defined and required by state and federal laws.