Human Services Management Corporation (HSMC) provides shared business and consulting services to both non-profit and proprietary human services agencies. These services include accounting, payroll, third-party billing and collections, human resources, online and live Continuing Education, marketing, facility development and quality assurance programs..

Supervise the IT Support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed.

The desire and ability to lead a small but growing team of IT Support staff to accomplish company goals and projects while adhering to all company Mission Statements, as well as any regulatory guidelines.

Supervise the IT Support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed.

Help Desk support for 1500+ users. Ensure that IT Support staff provide timely and considerate customer service to end users by fielding Helpdesk calls and resolving technical issues. Assist all office staff in person, via the phone or remotely.

Experience organizing multiple, overlapping staff support requests, assign work to IT Support staff, communicate work details and expectations regarding completeness and quality desired, review task quality and completeness, and provide coaching to staff.

Work to promote excellent customer service, effective response times and provide expert insights into general support issues. Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction.

Train helpdesk staff on operational procedures and troubleshooting techniques. Provide training on new hardware and/or software applications as requested.

Exceptional communication skills with supervisor, staff, and IT customers.

Exceptional ability to organize tasks and to-do lists.

Experience with Hardware Problems, Computer Upgrades, Networking Setup/Diagnoses, Software Problems, PC specific Issues/Troubleshooting

Experience in dealing with difficult interpersonal situations regarding support issues.

Experience with business process analysis and process improvement.

Experience deploying and supporting corporate desktop and laptop computers along with the associated peripheral equipment.

Experience deploying and supporting corporate mobile phones, tablets, working with cellular service providers, as well as installing apps and troubleshooting iOS and Android OS issues and services.

Strong PC skills with experience supporting MS Windows 7 and 10. 

Experience supporting MS Office 2010 and 2016 as well as various other business applications and systems.

Experience with Active Directory for setting up and disabling users and configuring user and group network permissions.

Create user accounts and manage access control based on company policies.

Procure, install and maintain Desktop PCs, Servers, Notebooks Laptops, Printers, Scanners, Monitors, Speakers, Tablets, Smartphones, etc.

Daily/Weekly/Monthly Monitoring and Servicing of company systems as required using approved checklists.

Install new software releases, system upgrades, evaluate and install patches if necessary to resolve software bugs.

Order and maintain telephone lines, systems and voice mail.

Experience working with cable/phone/internet service providers to troubleshoot issues at remote offices and student residences.

Gather and analyze metrics to benchmark the helpdesk workload/performance. Analyze and identify trends in issue reporting and devise preventative solutions. Expected to offer suggestions for any process improvements.

Virus/Spyware Removal/Detection

Travel to sites around Massachusetts & Connecticut to troubleshoot and resolve desktop, network, software, and general system issues.

Ability to work late, early mornings, and/or to travel to remote offices on an as needed basis. 

Microsoft Certified Professional Preferred

At least 3 years of progressive experience in an information technology support position is required.  Supervisory experience preferred.

HS Diploma required

Associates Degree preferred

Please visit our website at www.hsmc.org.

Selection for employment is made regardless of race, color, religion, creed, sex, sexual orientation, gender identity/expression, pregnancy or pregnancy-related condition, marital status, national origin, ancestry, age, disability, handicap, genetic information, someone who is a member of, applies to perform, or has an obligation to perform, service in a uniformed military service of the United States, including the National Guard, on the basis of that membership, application or obligation; veteran status, or any other basis protected by law.