Help Desk Specialist

Help Desk Specialist

28 Jan 2023
Massachusetts, Boston, 02108 Boston USA

Help Desk Specialist

Location: Boston, MA
Job Title: Help Desk Specialist

Location: Boston, MA (HYBRID)

Duties and Responsibilities Include:

  • The IDCS Readiness Mobile Specialist 2 will be a Transit Applications team member supporting both the Inventory Data Collection System (IDCS) devices as well as Trapeze EAM mobile application tablets. IDCS is used in warehouse and stockrooms throughout the client; devices in use are handheld barcode scanners and barcode printers. Trapeze EAM tracks maintenance to facilities and subway right-of-way; the mobile version runs on android tablets.
  • This position will primarily support EAM tablets and secondarily support IDCS devices.
  • Tablet tasks include but are not limited to: (1) tablet preparation for production or training use; (2) user support via help desk tickets; (3) tablet on site help at facilities as needed; (4) learning the EAM application as it pertains to tablet usage and user requirements.
  • IDCS tasks include but are not limited to: (1) team member for configuration and deployment of new devices; (2) user support via help desk tickets; (3) on site triage of devices once or twice a week as needed; (4) learning and supporting the IDCS application as it pertains to networks, scanners, and printers.
  • Handheld barcode scanners are used at almost every client facility, from Lynn to Riverside and from Wellington to Stoughton, soon to be Bridgewater. Tablets' home locations are from Lynn to Riverside and from Alewife to Braintree.

Recommended Skills Include:

  • Ability to work with a diverse and large internal customer base. Problem solving skills are a must. Experience with mobile devices, printers, tablets, user help desk triage is needed to be successful, as is knowledge and understanding of networks.
  • Candidates will be expected to adhere to core hours or flex hours as needed, report work accomplished, be a self-starter, and finish assigned tasks in a timely manner.


  • Candidate will use and care for an client laptop for remote work; (2) attendance at office meetings on site at 10 Park Plaza, Boston when required; (3) on site triage at maintenance facilities; (4) applicant has a valid driver's license, their own car, and is responsible for all car costs.

Additional Requirements Include:

  • An associate degree or four or more (4+) years' experience in a computer related field. Experience supporting devices such as handheld scanners, printers, and/or smart phones; help desk user support; familiarity with MS Office - Excel, Word and PowerPoint. Candidate must have experience triaging and solving helpdesk calls, successful listening skills, and a professional phone manner.
  • Must have experience working with a variety of people, including successful teamwork and proven ability to teach application materials to users of various technical abilities. Business skills desired include effective communication, analytic abilities, organizational and presentation skills. Preferable: public transit knowledge or interest.


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