Campus IT Help Desk Technician – On-site Support

Roxbury Community College; Boston (MA); In loco; USD 50.000 - 60.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health insurance

Paid holidays

Tuition benefit

Public transportation access

Descrizione del lavoro

Roxbury Community College in Boston seeks an IT Help Desk Technician to provide first-level technology support to RCC students, faculty and staff in person, by phone, by email and through the ticketing system. The technician resolves common account, device, classroom and software issues, documents every request, and escalates more complex problems to the right IT specialist.

The role is central to a welcoming, reliable experience with the College's technology, especially during peak periods such

Competenze

• Two years of full-time, or equivalent part-time, experience in computer user support, help desk or desktop support work.
• An associate degree or higher in information technology or a related field may substitute for one year of the required experience.
• Working knowledge of Windows and macOS, common productivity software, and troubleshooting of computer hardware and peripherals.
• Strong customer service and communication skills, with the ability to explain technical steps clearly to people with a wide range of technical backgrounds.
• Legal authorization to work in the United States [confirm with HR whether RCC's standard note on visa sponsorship applies].

Mansioni

• Provides first-level support to students, faculty and staff in person at the help desk and by phone, email, chat, and the ticketing system.
• Logs, prioritizes and tracks all requests in the ticketing system; resolves them or escalates them to the appropriate IT team with complete notes.
• Resets passwords and assists with multi-factor authentication and single sign-on for college accounts, including Google Workspace, Microsoft 365, Canvas and the student portal.
• Helps students and faculty with Canvas login and course-access issues and escalates course-level problems to the appropriate support team.
• Sets up, images, deploys, maintains and repairs desktops, laptops, Chromebooks, printers and peripherals running Windows, macOS and ChromeOS.
• Installs, updates and troubleshoots College-supported software and applications.
• Supports classroom, lab and meeting-room technology, including projectors, displays and audio-visual equipment, and responds to urgent classroom calls.
• Performs basic troubleshooting of wired and wireless network connectivity and escalates network issues to the network team.
• Manages the equipment loan program for students and staff, including check-out, returns and inventory.
• Maintains accurate records of IT equipment and assets.
• Processes account and equipment setup for new employees and account and equipment recovery for departing employees, following College procedures.
• Writes and updates knowledge base articles, how-to guides and FAQs for students and staff.
• Follows up with users after resolution to confirm the issue is fixed, and reports on ticket volumes and recurring issues.
• Follows College security, privacy and acceptable-use policies, including FERPA, and reports suspected phishing or security incidents promptly.
• Participates in IT projects such as equipment refreshes and system rollouts, and performs related duties as required.

Conoscenze

Customer service

Communication

Ticketing system

Problem solving

Formazione

Associate degree in information technology

Strumenti

Windows

macOS

Google Workspace

Microsoft 365

Canvas

Ticketing system

Descrizione del lavoro

Roxbury Community College in Boston seeks an IT Help Desk Technician to provide first-level technology support to RCC students, faculty and staff in person, by phone, by email and through the ticketing system. The technician resolves common account, device, classroom and software issues, documents every request, and escalates more complex problems to the right IT specialist.

The role is central to a welcoming, reliable experience with the College's technology, especially during peak periods such