Deskside Support Engineer

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Deskside Support Engineer

Please do not apply through MassCareers. 

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: Setup of new users, including configuring TEAMS phones, and managing user accounts across multiple systems. Ensure smooth transitions by deactivating users as they leave CHIA. Perform Active Directory administration and support MFD and printer functionality. 

Troubleshoot and Resolve Issues: Perform analysis, diagnosis, and resolution of laptops, printers, LAN, and other hardware problems for end users. Analyze and resolve tier 1 and 2 issues, escalating any issues that require subject matter experts or vendor support. Act as a liaison between vendors and end users when outside troubleshooting/repairs are required. 

Optimize and Secure IT Operations: Take charge of deploying, repairing, testing, and inventorying software. 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: Install, configure, and troubleshoot devices; utilize IT tools for remote management of desktops and laptops; track inventory. Provide user-friendly, on-site, or remote support to all CHIA users. 

Maintain Network and Communication Systems: Troubleshoot and resolve network issues. Install, configure, and support state-issued mobile devices and other peripheral devices. Perform system analysis and troubleshooting procedures related to the LAN/WAN infrastructure. Install and maintain communication connections between workstations, printers, etc. 

Here are the important qualifications we are looking for: 

Collaborative and Customer-Focused: 

• Ability to and commitment work collaboratively with internal and external groups to ensure excellent customer service and support. 

• Strong customer service focus and interpersonal skills. 

Excellent Communicator a