Help Desk Technician

Why Work for Gandara:

Explore the career pathways in Behavioral Health, Substance Use and Recovery, Community Based Clinical services, Adolescent and Family services, Adult Residential, Maintenance and Administration! Whether that is in an entry level or leadership role, Gandara will provide the tools and resources to better enhance your career growth. The opportunities are presented with the ability to transition your skills and experience in meeting the organizations mission. There is grand landscape of opportunities that supports the community we serve, so Join the Gándara team today!

Benefits:

• Retirement Plan 403(b)
• Health, Dental, Vision, Pet and Life Insurance
• Paid vacations
• Paid holidays
• 8 discretionary days
• Mileage Reimbursement

Salary: $22.00 to $24.00

Additional Benefits:

• Career Growth Opportunities
• Culturally Diverse population
• Clinical Licensing Support

Job Title: Help Desk Technician

Work Location: Sprngfield, Ma.

*Bilingual Candidates Encouraged to Apply 

*EOE M/F/D/V

*Union/Non-Union

Job Summary:

The Help Desk Technician serves as a primary point of contact for technical support, field operations, and IT service delivery. This role is responsible for maintaining system performance, supporting end users, and ensuring reliable operation of hardware, software, and communication systems across the organization.

Duties and Responsibilities:

• Respond to and prioritize incoming support requests via phone, voicemail, email, and in-person interactions related to hardware, software, networking, and other IT systems.
• Log, track, and update all incidents in the ticket management system.
• Diagnose, troubleshoot, and resolve technical issues; escalate when necessary.
• Perform computer and laptop imaging, deployment, maintenance, and decommissioning.
• Travel to various sites to provide on-site technical support, training, and troubleshooting as needed.
• Collaborate with supervisors to develop action plans for complex or high-risk issues.
• Participate in staff meetings, team meetings, and required training sessions.
• Coordinate with vendors for hardware/software support and issue resolution.
• Test and evaluate hardware and software for usability and effectiveness.
• Provide support for printers and peripherals, including installation, configuration, and troubleshooting.
• Coordinate with Help Desk Supervisor and IT administrators on:
  • New hire onboarding (device preparation and deployment)
  • Site openings and closures
  • Device lifecycle management and refreshes
• Perform additional duties as assigned.

Minimum Qualifications:

• Associate’s degree in information technology, Computer Science, or equivalent experience.
• 2–3+ years of IT support experience
• Experience with:
  • Active Directory
  • Microsoft 365 / Entra ID
  • Asset management systems
  • VoIP systems (RingCentral preferred)
• Strong knowledge of hardware deployment, imaging, and lifecycle management.
• Ability to meet defined service level agreements (SLAs).
• Valid driver’s license regular travel to Massachusetts locations is required.
• Must have reliable transportation.

The Gándara Mental Health Center provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training