IT Help Desk Support Specialist

Job Details

• Job Location: Hybrid - Massachusetts - Boston, MA 02129
• Position Type: Full Time
• Salary Range: $57,528.00 - $77,622.00 Salary/year
• Job Shift: Any

IT Help Desk Support Specialist

Reports to: Director of Technology Systems & Operations

Calling all outdoor enthusiasts! Join the Appalachian Mountain Club (AMC) in our mission to foster the protection, enjoyment, and understanding of the outdoors. Our values encompass diversity, inclusivity, trust, and respect for the environment. As an employee, you'll gain access to enriching programs, policies, and procedures that enable you to drive real change. If you're ready to explore, protect, and create memories within a dynamic community, apply now to be a part of the AMC team!

We are seeking a highly motivated and skilled IT Help Desk Support Specialist to join AMC’s Technology Team. The ideal candidate will be responsible for providing technical support to our employees, and users, troubleshooting hardware and software issues.

Reporting to the Director of Technology Systems and Operations, the IT Help Desk Support Specialist will support AMC Employees and Volunteers, desktop and laptop computers, onboarding and offboarding, Microsoft Entra and M365, and other software applications. This role requires strong problem-solving abilities, excellent communication skills, and a passion for customer support excellence.

This position is hybrid – Massachusetts or New Hampshire. Occasional travel to AMC’s other locations in Maine, New Hampshire, New York, Massachusetts, and elsewhere may be required. Occasional weekend and after-hours work is required.

• Provide first-level technical support to internal staff via phone, email, and in-person.
• Onboard new employees. Setup user accounts, new laptops, role-based permissions, instructions, and training. Employee offboarding. Disable accounts, email forwards, collect returned AMC assets.
• Entra user accounts and security, Windows, M365 application support (Outlook, Teams, SharePoint), Intune, Defender.
• Identify and resolve technical issues related to operating systems, applications, and system access.
• Support user printing needs. Xerox, HP, Brother.
• Intune experience deploying new laptops, updating inventory, redeploying, and retiring old laptops.
• Strong experience supporting remote employees.
• Participate in IT projects and system upgrades.
• Collaborate with the IT team to improve and innovate IT services and support.
• Implement and maintain cybersecurity measures to protect company data and systems.
• Offer guidance and training to end-users on software applications and IT procedures.
• Create and maintain documentation for IT support processes and user guides.
• Other duties, as assigned.

• BS/BA degree Computer Science, Engineering, Information Technology, or equivalent work experience.
• Proven IT Help Desk and customer support experience.
• Ability to communicate technical information to non-technical personnel.
• Ability to install, configure, and maintain personal computers, networks, and related hardware and software.
• Strong knowledge of Microsoft Entra and M365 product deployment and support.
• Experience with IT service management tools (e.g., Zendesk, Jira - JSM).
• Excellent problem-solving and multitasking skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as a part of a team.
• Ability to learn and support new systems and applications.
• Passion for AMC’s mission.
• Energized by collaborating across the organization.

Salary range: $57,528 - $77,622

We are committed to fair compensation practices, and we encourage qualified candidates to apply. The initial salary represents our starting point, and our compensation philosophy is designed to reward and recognize the contributions of our employees as they grow within the organization. External candidates typically begin their journey with us at the starting point of the salary range. The final compensation offer will be based on factors such as experience, education, skills and geographic differential relevant to the position, and will be discussed during the interview process.

• Health Plan: Generous…