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Center For Health Information And Analysis Deskside Support Engineer in Boston, Massachusetts

The mission of the Center for Health Information and Analysis (CHIA) is to be the agency of record for Massachusetts health care information, to responsibly steward sensitive and confidential data, and to objectively report reliable and meaningful information about the quality, affordability, utilization, access, and outcomes of the Massachusetts health care system

The Deskside Support Engineer, reporting to the Manager of Desktop Support, will be a mission critical resource on the CHIA team. The successful candidate will provide end user support, build desktops, configure mobile devices, and deploy software to our 200 users. S/he will join a small IT operations team of extremely dedicated and thoughtful support engineers that keep our very fast moving business partners operational day in and day out. We are looking for someone that will take personally the business continuity of our agency. This hands on position will build OS images, deploy workstations and software, triage end user support tickets, and work closely with the network support team to support all facets of the agencies IT operations responsibilities.

Specifically, the Deskside Support Engineer will:

  • Deploy, repair, test and inventory software.

  • Implement CHIA IT enterprise images for PC?s (Desktop/Laptop).

  • Install operating systems and software; patch systems and protect against viruses/malware specifically, build and patch Microsoft Windows OS desktop images.

  • Install, configure, and troubleshoot devices; utilize IT tools for remote management of desktops and laptops, track inventory, push patches and upgrades.

Technical & Desktop Support Responsibilities:

  • Provide user friendly, on-site support or remote support to all CHIA users.

  • Perform analysis, diagnosis and resolution of desktop, laptop, printer, LAN and other miscellaneous hardware equipment problems for end users.

  • Analyze and resolve tier 1 and 2 issues and escalate issues that require subject matter experts or vendor support.

  • Reset passwords for VPN, Exchange, AD and other systems.

  • Setup new users on multiple systems and deactivate users as they leave CHIA

  • Support MFD and printer functionality.

  • 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 Ops.

  • Work with Telecom to deploy desk phones as required.

  • Assist with:

  • Troubleshooting and resolving Network issues.

  • Monitoring and maintaining the health and integrity of the network.

  • Site specific projects as related to network infrastructure & server support.

  • Install, configure and support state issued mobile devices and other tech devices .

  • Perform system analysis and troubleshooting functions as they relate to the LAN/WAN infrastructure.

  • Install and maintain communication connections between workstations, printers, etc.

  • Assist in server installation/maintenance and act as liaison between vendors and third level support for LAN/WAN peripherals such as switches, routers, modems, hubs etc.

Administration Support/Workflow Responsibilities:

  • Work collaboratively with internal and external groups to improve overall customer service and support.

  • Perform timely response and support during scheduled and authorized non-business hours.

  • Clearly communicate and/or escalate any IT operations issues or disruptions (planned or unplanned) to minimize user impact.

  • Complete all activities within CHIA security policies and practices to ensure the safety and privacy of data, its clients and its resources.

  • Attend training sessions as required to keep abreast of emerging technologies.


  • 5+ years of experience supporting Microsoft Operating Systems; preferably in a service desk environment with a help desk ticketing system and call queue.

  • Strong customer service focus and interpersonal skills Proven Ability to handle high pressure scenarios in a timely fashion.

  • Demonstrated ability to prioritize competing demands.

  • Demonstrated knowledge of Analysis Tools/Commands.

  • Demonstrated knowledge of system and network security protocols.

  • Demonstrated ability to analyze, diagnose and resolve hardware issues independently and assess all tickets to improve workflows moving forward.

  • Excellent technical knowledge of network and PC hardware, including Microsoft Windows. Server, Microsoft Office Suite, Windows Desktop Operating Systems, Apple OS technologies & PC hardware configuration skills.

  • Experience with Active Directory account creation, password resets, distribution groups and other AD functions; Experience with group policy; managing and creating policies.

  • Strong knowledge of Microsoft Exchange (including O365, EMS, and Azure).

  • Working technical knowledge of current network protocols, operating systems, and standards.

  • Strong knowledge of network technologies involving Local Area Networks (LAN), Wide Area Networks (WAN) and Virtual Private Networks (VPN).

  • Understanding of WAN, LAN, and VPN network protocols such as TCP/IP and network diagnostic tools and techniques.

  • Experience facilitating new user setups including but not limited to phone setup, network port activation and testing, PC setup, network account creation, etc.

  • Experience deploying/imaging desktops and laptops and performing hardware diagnostics.

  • Excellent written and oral communications skills.

  • Strong service orientation and time management skills.

  • Valid driver?s license and ability to lift up to 35lbs.

Education and Certifications:

  • Bachelor?s Degree in computer science, Information Systems, Business Administration or other related field, or equivalent work experience

  • CompTIA A+/Network+

  • Cisco Certificate (CCNA)

  • Microsoft Certified Solution Expert (MCSE)

Bargaining Unit: 06 NAGE, TPL A.

Salary range $70,000.00 - $90,000.00.


At CHIA, we are committed to earning a reputation as a great place to work and build a career. So if you?re excited to be part of a diverse and innovative team responsible for identifying opportunities to improve health care in Massachusetts, come join us! To apply and for more information visit:

CHIA is an Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

If you have Diversity, Affirmative Action or Equal Employment Opportunity questions or need a Reasonable Accommodation, please contact Diversity Officer / ADA Coordinator: Tonya Bourassa 617-701-8127.

Information submitted by applicants is collected through the JazzHR Platform, your submission of application materials constitutes your express consent for this information to be provided to JazzHR for processing. Please do not include any personally identifiable information with your application materials other than that specifically requested by CHIA. CHIA requests basic information such as name, address, telephone number, and email address. You may also self identify race/ethnicity, gender, disability and/or veteran status if you so choose. However, you should not provide more detailed personal information such as your date of birth or Social Security Number with your application materials.

In compliance with federal laws, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.