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Help Desk Specialist in Boston, MA at Fast Switch

Date Posted: 1/16/2019

Job Snapshot

Job Description

Job ID: 49439

Our client in Boston, Massachusetts is seeking a Help Desk Specialist for a contract position.

Must be local to the Boston area.


Incumbents of positions in this series provide Tier 1 (one), Tier 2 (two), and Tier 3 (three) computer technical support to internal customers and perform related work daily.

The basic purpose of this work is to ensure internal customers can effectively use the computer resources provided to them as tools so that they can in turn perform their job functions.

Adhere to all client policies, security standards and directives.

To deliver excellent customer service to the people who travel in the Commonwealth and to provide our nation's safest and most reliable transportation system in a way that strengthens our economy and quality of life.


Common duties of all levels in EDP Systems Analyst Series

•             Monitor & respond to telephone, voicemail, email and ticketing systems to resolve customer issues with the highest level of customer satisfaction.

•             Performs related duties such as using remote access tools (Goverlan, GoToAssist, etc.) and other software and equipment (inventory scanner).

•             Implements approved systems and/or programs (software deployment, patches, bios updates, etc.), determines the hardware or software requirements for client employees, contractors or interns; determines appropriate response to error conditions; verifies data and print-outs for errors and completeness (Active Directory accounts); and consults with users, technical personnel, and vendors to identify and resolve problems or to notify of existing or potential problems.

•             Images, installs and troubleshoots end user computing equipment such as PC's, laptops, tablets, mobile devices, scanners, printers, and new technology as deployed

•             Tests systems and/or programs by preparing tests plans and data, conducting, test runs, reviewing input and output data for accuracy and validity, determining causes / system failure and making necessary changes to ensure the validity of the system or program prior to implementation or deployment.

•             Participates in the activities required for the operation and maintenance of systems by recommending changes and correction and to provide new needs of users.

•             With direction from IT Operations Management and the Enterprise Desktop Architect, follow all security guidelines and remediation tasks related to PCI to ensure 100% compliancy.

•             Develop and enhance Service Desk documentation/knowledge and educate end users on applications.

•             Attend and contribute to professional meetings, seminars, and training to keep up to date with the developments in the IT profession.

•             Create and Maintain user accounts (not limited to changing passwords, adding users and workstations to security groups, and disabling accounts).

•             Follows all major outage SOP (standard operating procedures) guidelines for local and system wide outages.

•             Upgrades workstations to meet changing infrastructure needs.

•             Prioritize effectively and work efficiently with management supervision.

•             Consume Service Desk documentation/knowledge and educate end users on applications.

•             Estimate the time, equipment and staff requirements for current or proposed systems or projects.

•             Evaluate hardware and software programs to ensure compliance with federal, state and security standards.

•             Research all pertinent information (logs, tech specs, white papers, The Google, etc.) to provide resolution for known customer issues and/or develop, test and deploy customer solutions with guidance from IT Management.

•             Continually work with Service Delivery team to ensure health and high level reliability of end user computing environment.



•             Understanding of Microsoft Windows Operating System (Win7/Win10)

•             Understanding of Microsoft Office Applications (Office 2013/2016)

•             Knowledge of Office 365

Fast Switch, Ltd. is a high-growth IT staffing firm, with headquarters in Dublin, Ohio and with offices serving the Columbus, Detroit, Boston, Cincinnati, Minneapolis, Phoenix, Hartford, Los Angeles, Tucson, San Francisco, Denver, and Cleveland metropolitan areas.  We have a staff of over 780 associates and have experienced growth while remaining profitable.

Compensation can vary depending on experience and capability, plus benefits which include healthcare, dental, and vision insurance, long term disability coverage, and 401(k) with match and IMMEDIATE vesting.  Our benefits package, in this day and age, is superb.

To view all of our open positions, please go to: and/or navigate to our Careers page.