CHA requires all employees to be vaccinated for COVID-19. Individuals may request exemption from the vaccine requirement for medical or religious reasons.

At CHA, we are dedicated to serving our neighborhoods and our employees are at the heart of this compassionate, quality care. We are building a skilled, dynamic workforce to meet patient needs.
Job Details

Help Desk Representative II

Date Posted: 12/01/2022

Requisition Number: 378

Location: CHA Somerville Campus 

Work Days: varies within shift, 6am-6pm  

Category: Information Technology  

Department: IT Help Desk  

Job Type: Full time  

Work Shift: Various Shifts 

Hours/Week: 40.00 

Union: No 

Union Name: Non Union

Provide user support and customer service on CHA-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action. Respond to requests for technical assistance via phone, electronically diagnose and resolve technical hardware and software issues. Research questions using available information resources. Advise user on appropriate action. Follow standard Helpdesk procedures. Log all Helpdesk interactions. Administer Helpdesk software. Redirect problems to correct resource. Identify and escalate situations requiring urgent attention. Track and route problems and requests and document resolutions. Prepare activity reports. Inform management of recurring problems. Stay current with system information, changes and updates.



Associate degree in related area preferred. Working knowledge of fundamental operations of relevant software, hardware and other equipment. Knowledge of relevant call tracking applications. Knowledge and experience of customer service practices. Related experience and training in troubleshooting and providing Helpdesk support.


In keeping with federal, state and local laws, Cambridge Health Alliance (CHA) policy forbids employees and associates to discriminate against anyone based on race, religion, color, gender, age, marital status, national origin, sexual orientation, gender identity, veteran status, disability or any other characteristic protected by law. We are committed to establishing and maintaining a workplace free of discrimination. We are fully committed to equal employment opportunity. We will not tolerate unlawful discrimination in the recruitment, hiring, termination, promotion, salary treatment or any other condition of employment or career development. Furthermore, we will not tolerate the use of discriminatory slurs, or other remarks, jokes or conduct, that in the judgment of CHA, encourage or permit an offensive or hostile work environment.

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