Desktop & Classroom Tech Support Specialist

Massachusetts College of Pharmacy and Health Sciences; Belmont Hill (MA); On-site; USD 43,000 - 48,000; Full time

Job summary

Massachusetts College of Pharmacy and Health Sciences (MCPHS) is seeking a Help Desk Technician to provide desktop and classroom support for all technology systems, ensuring high levels of customer service. The role covers first-level end-user support, device troubleshooting, ticket tracking, and documentation of common solutions.

The position requires strong communication, 1–3 years of technical computing experience, familiarity with Windows OS, Office, Adobe products, and antivirus tools.

Qualifications

• Experience with providing a high level of customer service in a fast-paced environment.
• 1–3 years of technical computing skills in desktop, laptop, and peripheral support, with basic networking knowledge.
• Familiarity with Windows 7/8/10, Office 2013/2016/365, Adobe products, and antivirus tools.
• Ability to manage shifting priorities and deadlines; prioritize by criticality.
• Excellent verbal and written communication skills.
• Flexibility to adjust schedule for semester/holiday/event support.

Responsibilities

• Provide first-level support to end-users via phone, email, or in-person.
• Troubleshoot hardware, software, and network issues on desktops, laptops, and mobile devices.
• Resolve login, connectivity, and software application problems.
• Record, track, and update all support requests in the ticketing system.
• Escalate unresolved issues to higher-level IS staff or vendors as appropriate.
• Follow up to ensure timely resolution and user satisfaction.

Skills

Customer service

Technical computing

Networking basics

Verbal & written skills

Time management

Schedule flexibility

Tools

Windows OS

Office Suite

Adobe products

ESET Anti-malware

Job description

Massachusetts College of Pharmacy and Health Sciences (MCPHS) is seeking a Help Desk Technician to provide desktop and classroom support for all technology systems, ensuring high levels of customer service. The role covers first-level end-user support, device troubleshooting, ticket tracking, and documentation of common solutions.

The position requires strong communication, 1–3 years of technical computing experience, familiarity with Windows OS, Office, Adobe products, and antivirus tools.