Commonwealth of Massachusetts
IT DESKTOP SUPPORT SPECIALIST
Commonwealth of Massachusetts, Boston, Massachusetts, us, 02298
The Attorney General Andrea Joy Campbell’s Office is looking for a highly motivated individual to join the Information Technology Division as an IT Desktop Support Specialist. The IT Desktop Support Specialist is a detail-oriented and customer-focused member of our technology team. This role is responsible for providing frontline support to employees, ensuring smooth onboarding and offboarding processes, managing IT assets, and resolving technical issues in a Windows 11 and Microsoft 365 environment. The ideal candidate will have strong troubleshooting skills, excellent communication abilities, and a proactive approach to IT service delivery.
Primary Duties Onboarding & Offboarding
Set up and configure new user accounts, devices, and software.
Ensure departing employees are properly offboarded, including account deactivation and equipment retrieval.
IT Service Desk Support
Act as the first point of contact for IT-related issues via phone, email, or ticketing system.
Provide Tier 1 support for hardware, software, and network issues, escalating when necessary.
Equipment Deployment
Prepare, image, and deploy laptops, desktops, and peripherals to end users.
Maintain inventory of IT equipment and ensure timely replacements or upgrades.
Technical Issue Resolution
Troubleshoot and resolve common desktop, application, and connectivity problems.
Support Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive.
Asset Management
Assist with tracking and maintaining IT assets in the asset management system.
Ensure accurate documentation of equipment assignments and returns.
Tier 1 Cybersecurity Support
Monitor and respond to basic security alerts and incidents.
Educate users on security best practices and assist with password resets, MFA, and phishing reports.
Position Type Full-Time/ Exempt. Our current hybrid model includes some remote workdays for most positions. On in‑office days, employees are required to report to one of our designated office locations, either in Boston or at a regional office.
Application Instructions To apply, follow the link below to the Attorney General’s Office direct application page. Applications submitted via the MassCareers website are not received by our Office. The application deadline is January 30, 2026, at 5:00 PM (ET). Qualified individuals with disabilities are encouraged to apply. We will gladly assist applicants in need of an accommodation. For assistance, contact the Human Resources Division at (617) 963‑2932.
Qualifications
Associate or bachelor’s degree in information technology or related field or equivalent experience.
A minimum of zero to three (0–3) years of experience in IT desktop support or help desk role.
Knowledge of Windows 11 operating system and Microsoft 365 applications.
Basic understanding of cybersecurity principles and incident response.
Excellent problem-solving, organizational, and communication skills.
Ability to work independently and collaboratively in a fast‑paced environment.
Familiarity with IT asset management practices and ticketing systems, preferred.
Knowledge of endpoint management tools (e.g., Intune, SCCM), preferred.
Exposure to ITIL practices and service desk workflows, preferred.
CompTIA A+, Network+, or Security+ certification, a plus.
Equal Opportunity Statement The Attorney General’s Office is an Equal Opportunity Employer. As the representative of the Commonwealth and its residents, the Attorney General’s Office strives to ensure that those working in our office reflect the diversity of the communities we serve. The Office encourages applicants from a broad spectrum of backgrounds to apply for positions.
Inquiries Inquiries regarding position & status may be made to Kevin Coluci, Chief Information and Security Officer, 617‑963‑2008.
Job Details Job: Unclassified
Agency: Office of the Attorney General
Schedule: Full-time
Shift: Day
Number of Openings: 1
Official Title Technical Support Specialist
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Primary Duties Onboarding & Offboarding
Set up and configure new user accounts, devices, and software.
Ensure departing employees are properly offboarded, including account deactivation and equipment retrieval.
IT Service Desk Support
Act as the first point of contact for IT-related issues via phone, email, or ticketing system.
Provide Tier 1 support for hardware, software, and network issues, escalating when necessary.
Equipment Deployment
Prepare, image, and deploy laptops, desktops, and peripherals to end users.
Maintain inventory of IT equipment and ensure timely replacements or upgrades.
Technical Issue Resolution
Troubleshoot and resolve common desktop, application, and connectivity problems.
Support Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive.
Asset Management
Assist with tracking and maintaining IT assets in the asset management system.
Ensure accurate documentation of equipment assignments and returns.
Tier 1 Cybersecurity Support
Monitor and respond to basic security alerts and incidents.
Educate users on security best practices and assist with password resets, MFA, and phishing reports.
Position Type Full-Time/ Exempt. Our current hybrid model includes some remote workdays for most positions. On in‑office days, employees are required to report to one of our designated office locations, either in Boston or at a regional office.
Application Instructions To apply, follow the link below to the Attorney General’s Office direct application page. Applications submitted via the MassCareers website are not received by our Office. The application deadline is January 30, 2026, at 5:00 PM (ET). Qualified individuals with disabilities are encouraged to apply. We will gladly assist applicants in need of an accommodation. For assistance, contact the Human Resources Division at (617) 963‑2932.
Qualifications
Associate or bachelor’s degree in information technology or related field or equivalent experience.
A minimum of zero to three (0–3) years of experience in IT desktop support or help desk role.
Knowledge of Windows 11 operating system and Microsoft 365 applications.
Basic understanding of cybersecurity principles and incident response.
Excellent problem-solving, organizational, and communication skills.
Ability to work independently and collaboratively in a fast‑paced environment.
Familiarity with IT asset management practices and ticketing systems, preferred.
Knowledge of endpoint management tools (e.g., Intune, SCCM), preferred.
Exposure to ITIL practices and service desk workflows, preferred.
CompTIA A+, Network+, or Security+ certification, a plus.
Equal Opportunity Statement The Attorney General’s Office is an Equal Opportunity Employer. As the representative of the Commonwealth and its residents, the Attorney General’s Office strives to ensure that those working in our office reflect the diversity of the communities we serve. The Office encourages applicants from a broad spectrum of backgrounds to apply for positions.
Inquiries Inquiries regarding position & status may be made to Kevin Coluci, Chief Information and Security Officer, 617‑963‑2008.
Job Details Job: Unclassified
Agency: Office of the Attorney General
Schedule: Full-time
Shift: Day
Number of Openings: 1
Official Title Technical Support Specialist
#J-18808-Ljbffr