Mass Audubon

208 S Great Rd
Lincoln, MA 01773

Date Posted:
October 30, 2018

Eastern Massachusetts

Information Systems/Technology


User Services Support Specialist


Mass Audubon has an opening for a User Services Support Specialist who is a dynamic self-starter with a desire to help people understand and effectively use their technology. The ideal candidate has great verbal and written communication skills, a passion for learning and teaching, and a knack for troubleshooting. Frequent travel to our wildlife sanctuaries is required.

Duties include monitoring the IT Helpline, user training and support, and documentation writing. Mass Audubon is a Windows shop with a growing use of Office365.

Weekend "on call" helpline duties on a rotating basis with other IT staff is required.

This is an hourly position.


  • Provide Mass Audubon’s technology users with high quality, timely support in the use of hardware, software, Internet connectivity, and online systems according to departmental guidelines.
  • Regularly monitor the IT Help Line and email account and assist users as needed.
  • Log all unresolved calls and refer to other IT staff as needed.
  • Monitor the IT Help Line on weekends and holidays on a rotating basis with other IT staff.
  • Maintain expertise, offer training, write user documentation, and provide user support for the hardware, operating systems, and application software.
  • Prepare and deploy replacement desktop and laptop equipment as required by the PC Replacement Plan.
  • Perform minor hardware repairs or refer to service vendors as needed.
  • Maintain familiarity with Mass Audubon equipment, applications, systems, and networking protocols; be able to troubleshoot and triage issues.
  • Set up and maintain user accounts for network and major system access as needed.
  • Assume other responsibilities as requested/needed.
  • Bachelor’s degree or equivalent combination of education and experience.
  • Experience in the Windows environment with various office productivity software, Internet connectivity, security applications, computer and network hardware configuration.
  • The ability to troubleshoot problems also required.
  • Ability to communicate and provide support to an audience with varying levels of technical expertise.
  • Strong customer service, interpersonal and problem-solving skills.
  • Driver’s license and ability to travel throughout the state required.
  • Ability to relate to a diverse range of people and exercise cultural competence and inclusion.
  • Requires successful completion of CORI, SORI, and driver record check.
This is a full-time position that offers a competitive salary and full benefits package.
How To Apply:

Please email resume and cover letter to:

Information Technology Email:

208 South Great Road
Lincoln, MA 01773

Apply by:
December 25, 2018
About this Organization:

Mass Audubon protects 38,000 acres of land throughout Massachusetts, saving birds and other wildlife, and making nature accessible to all. As Massachusetts’ largest nature conservation nonprofit, we welcome more than a half million visitors a year to our wildlife sanctuaries and 20 nature centers. From inspiring hilltop views to breathtaking coastal landscapes, serene woods, and working farms, we believe in protecting our state’s natural treasures for wildlife and for all people—a vision shared in 1896 by our founders, two extraordinary Boston women.

Today, Mass Audubon is a nationally recognized environmental education leader, offering thousands of camp, school, and adult programs that get over 225,000 kids and adults outdoors every year. With more than 125,000 members and supporters, we advocate on Beacon Hill and beyond, and conduct conservation research to preserve the natural heritage of our beautiful state for today’s and future generations. We welcome you to explore a nearby sanctuary, find inspiration, and get involved. Learn how at