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Help Desk Administrator

August 29, 2022

About Us:
The Massachusetts Housing Partnership (MHP) is a public non-profit organization and a leader in affordable housing finance. MHP works with communities, developers, and borrowers to create innovative policy and financing solutions that provide affordable homes and better lives for the people of Massachusetts. This is an exciting opportunity to join MHP at a time when our programs and impact are growing. At MHP, we celebrate diversity and are committed to providing an inclusive environment for our employees.

If you are interested in joining our team complete our brief online application via our website HERE.

Benefits our employees value:  
MHP understands that benefits are an important consideration when looking for a new role. We are proud to offer our employees a comprehensive benefits package including:

  • Hybrid and flexible work schedule
  • Health insurance through the state’s Group Insurance Commission
  • 403b retirement plans with match up to 10% and immediate vesting
  • Annual 5-week paid time off (PTO) benefit
  • Fully paid group term life, short-term disability and long-term disability insurance
  • Dental insurance through Metlife with 90% of premium paid by MHP
  • Medical and dependent care Flexible Spending Accounts
  • Public transportation reimbursement
  • Tuition reimbursement and professional development assistance
  • First time homebuyer assistance
  • Home office benefit
  • HealthiestYou Teledoc plan fully paid by MHP

Current Opportunity:
MHP’s IT team is expanding, and we have an exciting opportunity for a Help Desk Administrator. This is an essential and indispensable role providing organization wide desktop and network support, training and troubleshooting in a Windows/Office environment. Main focus of the position will be working with the IT Team and providing exceptional customer service to MHP staff. With the IT Team, the Help Desk Administrator will collaborate on the implementation of new technologies, such as upgrading systems with the latest versions of software, the rollout of new hardware and staff training. With MHP staff, the Help Desk Administrator will engage and provide satisfying customer service by helping to resolve computer-based hardware and software problems. This role will also lead the IT onboarding and training of new employees.

The Help Desk Administrator interacts all teams and all levels within the organization. Establishing relationships, effective and continual communication, and translating complex information to non-technical team members are integral for success in the role. This position reports to the IT Director.

Below are some of the ways that you may spend your time as a Help Desk Administrator:

  • Oversee and manage MHP’s Help Desk ticketing system. Act as Tier 2 technical support for MHP staff, while coordinating with the Managed Service Provider on prioritizing Tier 1 tickets.
  • Complete routine user administration tasks on Windows networks, including patch management, password maintenance, file recovery and directory security.
  • Manage workstations, including migrations and hardware/software upgrades to ensure efficient operation for users.
  • Monitor and update endpoint security system on workstations and servers to ensure desktop security.
  • Assist in managing the backup and archiving systems according to documented schedule.
  • Conduct IT onboarding and offboarding of staff.
  • Maintain printers, scanners, copy machines and related software maintenance schedules and warranties to ensure efficient operation for users.
  • Manage VOIP phone system, providing training and troubleshooting to users.
  • Track accurate hardware and software inventories as well as all warranties.
  • Provide user support for desktop applications.
  • Other duties as assigned to achieve the mission of MHP.

MHP is currently working on a hybrid model of office-based and remote work. The Help Desk Administrator will work an average of 2-3 days per week out of our Boston office. MHP employees are required to be fully vaccinated against COVID-19 or have an approved exemption per our vaccination policy. 

Knowledge, Experience and Skills:
MHP is looking for candidates with a strong working knowledge of Windows/Office as well as demonstrated technical and problem-solving skills. This includes knowledge and experience with Windows Server, Veeam Backup, Microsoft Software Update Service, Sophos Endpoint Protection, and SharePoint. Mitel VOIP experience a plus. In addition to the technical skills listed, strong organizational, interpersonal and communication skills will be the foundation of effectiveness and success in the role. MHP is seeking candidates with demonstrated troubleshooting and customer service skills. This position will require someone with a strong sense of urgency and who enjoys customer service type interactions. An ability to work independently while managing multiple projects will be key factors to succeed. Bachelor’s degree or equivalent work experience.

MHP is committed to creating a diverse and inclusive workplace and is proud to be an equal opportunity, affirmative action employer. All decisions are based on business needs, job requirements and individual qualifications without regard to race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, past or present military service, status as an individual with a disability, or any other legally protected characteristics. MHP is committed to compliance with all fair employment practices regarding citizenship and immigration status. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

Complete our brief online application via our website HERE if you are interested in joining our team.