Deskside Support Engineer

At the Center for Health Information and Analysis (CHIA), we serve as stewards of Massachusetts health data, employing multifaceted datasets and cutting-edge analytics to ensure transparency in our healthcare system.

By joining CHIA as the Deskside Support Engineer, you'll become emersed into one of the largest and most disparate collection of healthcare data in the Commonwealth and play a pivotal role in the stewardship and success of CHIA’s influential and essential healthcare analytics products.   The Deskside Support Engineer, reporting to the Manager of Desktop Support, will be a mission critical resource on the CHIA team.  You will join an IT operations team of extremely dedicated and thoughtful support engineers that will keep our very fast-moving business partners operational day in and day out.   At CHIA, we foster a flexible, collaborative environment, offering a hybrid model that balances in-person and remote work.

Our hybrid model includes working from our vibrant Boston office at 501 Boylston Street for at least two designated days per week, with the flexibility to work remotely on others.

• As a Deskside Support Engineer you will have the opportunity to :
• Ensure Customer Satisfaction : Inform end users on the status of their requests to ensure customer satisfaction.
• Handle tickets effectively within timeframes outlined by the Desktop Manager and Director of IT Operations.

Provide user-friendly, on-site, or remote support to all CHIA users.  Facilitate User Onboarding and Support :

Perform Active Directory administration and support MFD and printer functionality.  Troubleshoot and Resolve Issues :

Act as a liaison between vendors and end users when outside troubleshooting / repairs are required.  Optimize and Secure IT Operations :

Implement CHIA IT enterprise images for laptops, and install and patch operating systems and software applications, specifically building and patching Microsoft Windows desktop images to protect against viruses and malware.  Streamline Device Management :

Provide user-friendly, on-site, or remote support to all CHIA users.  Maintain Network and Communication Systems :

Install and maintain communication connections between workstations, printers, etc.  Here are the important qualifications we are looking for :

Substitutions :

NAGE Unit 6 :

Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

We encourage individuals who believe they have the skills necessary to thrive to apply for this role.