Lead Helpdesk Technician

Posted: 01/17/2023


Under the supervision of the Manager of I.T., the Lead Helpdesk Technician provides technical support, manages end user trouble tickets and training to the health center’s user community on all aspects of information systems. The Helpdesk Lead will ensure all trouble tickets are assigned appropriately to Helpdesk Technicians or I.T. Admin staff.

Representative Duties:

  1. Manages helpdesk ticketing system
  • Manages the help desk que inquiries and assigns them to appropriate helpdesk technicians
  • Is a point of contact for ticket escalation, making determination to escalate to appropriate IT Admin staff
  • Reports helpdesk performance to Manager of I.T.
  • Follows up on end user tickets open in queue past normal completion times
  • Coordinates with I.T. Admin staff on large-scale projects and deployments. Assigning tasks to appropriate helpdesk staff to ensure project completion in an efficient manner
  • Assists the Manager of IT to ensure proper inventory levels are maintained

2. Provides Fenway Health Staff technical support of desktop computers, laptops, applications and related technology

  • Assist staff with the installation, configuration and ongoing usability of desktop computers, peripheral equipment and software
  • Acts as project lead for major Fenway Health initiatives
  • Works with vendor support contacts to resolve technical problems with desktop computing equipment and software
  • Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems
  • Works Manager of IT to both maintain inventory levels as well as new hardware and software request
  • Assesses functional needs to determine specifications for purchases
  • Stocks and maintains necessary computer supplies
  • Assists in the maintenance and testing of network servers, and associated equipment
  • Provide after-hours coverage as necessary

3. Meet agency participatory expectations

  • Adheres to all agency and departmental policies and procedures
  • Participates in quality assessment and improvement activities as requested
  • Adheres to the highest principles of patient and client confidentiality
  • Adheres to established safety policies, procedures and precautions; identifies potential or actual unsafe situations in the environment and takes measures to rectify the situation
  • Attends all required meetings, in-services and professional trainings
  • Maintains professional competence necessary to perform job responsibilities; maintains and provides agency with records of continuing education activities
  • Serves on agency committees and in professional organizations when requested

4. Perform related duties as assigned



  • Associate’s Degree or certificate in related field
  • 2+ years of related experience
  • Facility with Windows OS, MS Office, Office 365, PC hardware, Cloud applications and printer maintenance
  • Ability to work harmoniously and effectively with colleagues, patients, clients and vendors across the spectrum of diversity, including but not limited to race, ethnicity, color, gender identity, sexual orientation, age, socio-economic status, national origin and immigrant status, religious or spiritual identity, disability (physical, mental, emotional and developmental), veteran status, and/or limited English proficiency.
  • Willingness to contribute towards Fenway’s efforts in becoming an anti-racist organization and promoting a culture dedicated to ongoing development in service of humility, equity, diversity, inclusion, and belonging, where differences are acknowledged and valued.

Preferred Qualifications:

  • Experience with Help Desk ticketing software, managing and prioritizing the ticket que
  • Active Directory experience with Users, Groups, and Group policy
  • Facility with written and verbal technical support
  • Excellent training, communication and customer service skills
  • Strong organization ability and excellent attention to detail
  • Ability to establish and maintain effective working relationships with staff, vendors and visitors to facility
  • Ability to work harmoniously with diverse groups of individuals
  • Experience working in an ethnically, culturally, and racially diverse environment preferred

Physical Requirements:

  • Note from a doctor that states you are physically fit to complete the responsibilities of this position according to the job description
  • Ability to meet the following physical requirements with or without reasonable accommodations:
  • Sit at a computer station for extended periods of time
  • Ability to keyboard for extended periods of time
  • Regularly walk, stand, stoop, climb, kneel and crouch
  • Occasionally lift, carry, push and pull objects weighing up to 50 pounds independently, and rarely objects weighing up to 100 pounds with assistance
  • Work involves considerable exposure to unusual elements such as extreme temperatures, unpleasant odors and/or loud noises
  • Moderate physical activity

We offer competitive salaries, and for those who qualify, an excellent benefits package; including comprehensive medical and dental insurance plans, and a retirement plan with employer match. We also provide 12 paid holidays, paid vacation, and more.LGBTQIA+ identified persons, Black, Indigenous, and other people of color (BIPOC), and individuals from other historically underrepresented communities are strongly encouraged to applyHighly experienced individuals may be compensated at a higher rate.

Internal ID: IT-23-FT-5