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Careforth, Inc.

Technical Support Specialist II

Careforth, Inc., Boston, Massachusetts, us, 02298


About Us

A pioneer in the caregiving space, Careforth supports family caregivers across the United States to confidently care for their loved ones at home. Through a combination of in-person home visits, remote coaching and our proprietary digital collaboration app, we provide caregivers with support, guidance, confidence, and connection to resources they need. The caregivers and families we support stay with Careforth for many years, building lasting relationships along the way. Join us today and live our values:

lead with heart, cultivate trust, go beyond.

Position Summary

Under the primary direction of the Service Desk Manager, the Technical Support Specialist II performs special and diversified technical support and documentation for the company’s customers. The Technical Support Specialist II will be responsible for building, maintaining and troubleshooting corporate computing devices, servicing customers at all levels of the organization. This role will also work on various projects and IT operations tasks, including managing the new hire and termination process for all employees, creating training documentation and improving efficiencies. This role will also assist in the ongoing assessment and research of current and new technologies, providing recommendations to management as needed.

What You Will Do

Utilize ticketing system to track all support calls. Identify, research and resolve corporate and remote user PC issues and requests. Manage technical support cases related to laptops through phone, email submission, and in person. Troubleshoot computer backup and restore errors on users’ laptops as needed. Add/Remove/Modify accounts in Active Directory. Perform onboarding procedures for new users into all applicable systems, and provide training and documentation via phone, video chat, or in person. Perform the offboarding procedures for terminated employees ensuring that all core application and system access is removed, and equipment is returned. Maintain network printer setup and maintenance of the related equipment. Handle receipt and asset management for all IT equipment; Maintain records for all IT related hardware. Administer/setup and deploy mobile phones to users. Assist with the day-to-day maintenance of company’s PCs and Cisco IP phone system; MAC experience is a strong plus. Assist in ongoing assessment and technology refresh of PCs; research and evaluate hardware and software options and provide recommendations for future improvements as needed. Create and maintain training documentation as needed. Perform other duties as assigned.

What You Will Bring

Associate’s degree (or higher) from an accredited college or university preferred. 4-6 years of help desk support experience required. Proven PC Hardware Configuration and Troubleshooting skills. MAC Hardware Configuration and Troubleshooting a plus. Experience with network equipment a strong plus. Experience with mobile management device management software like MSFT Intune or equivalent. Experience with Office 365, Salesforce or other CMS platforms, Windows 10, and Android OS and IOS. Knowledge of operating details of a HIPAA-compliant company is a plus. Must be comfortable taking calls. Ability to communicate effectively both verbally and in writing. This is a hybrid role and will require you working out of the office 1 day a week.

Join Our Award Winning Team

Founded in Boston, Careforth's caregiver programs and services improve health outcomes, keeping care at home longer. Additionally, our programs provide financial benefit to caregivers and cost savings to state agencies and health plans. At Careforth, we understand the challenges of caregiving and are committed to supporting family caregivers at every turn. Caregivers play a critical role in the future of healthcare—and so can you. Apply now! For more information, please visit

www.Careforth.com . Careforth is an Equal Opportunity Employer. DISCLAIMER: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

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