EDP System Analyst I

Middlesex; Bedford, Northern (MA, KY); Hybrid; USD 62,000 - 76,000; Full time

Benefits offered by this job

Health insurance

Tuition benefits

Free employee parking on Bedford/Lowel

Professional development opportunities

Job summary

Middlesex Community College is seeking an IT Service Desk professional to provide multi-channel support for a diverse user community across the Bedford and Lowell campuses. The role emphasizes customer service, problem solving, and timely issue resolution with strong communication skills.

You will assist students, faculty, and staff with hardware/software, account access, email, LMS (Blackboard), and office productivity tools, while maintaining asset inventory and contributing to knowledge base

Qualifications

• Two years of full-time or equivalent IT support experience; community college experience preferred.
• Associate degree or higher; substitution for some experience welcomed.
• Strong organizational and time-management skills with the ability to work independently and handle multiple tasks.

Responsibilities

• Provide daily multi-channel support (phone, email, chat, ticketing) for MCC Technology Service Desk.
• Diagnose and resolve hardware/software issues on PCs, mobile devices, and peripherals.
• Assist with network/login issues, MFA/SSO, and access management across campus systems.
• Maintain asset inventory and assist with lab/classroom technology setups and events.
• Document and update Knowledge Base articles and self-service resources.

Skills

Customer service

Multichannel support

Communication

Time management

Problem solving

Education

Associate degree or higher

Tools

ITSM/ ticketing system

Active Directory

Zoom/Teams

Blackboard

Microsoft 365/Google Workspace

Job description

Middlesex Community College (MCC), established in 1970, provides access to affordable education to prepare individuals for success and lifelong learning. We promote academic excellence, provide workforce development opportunities, and empower all learners to become productive and socially responsible members of our local and global communities.

The College provides a broad range of services that are essential to attract, reward, and retain talented faculty and staff. The MCC community promotes a work environment where our employees feel supported and empowered to best serve our student population. We are proud to offer our classes on both the Bedford and Lowell campuses, as well as a robust online course offering. MCC is committed to transforming lives as we educate, challenge, and support all students as evident in our strategic plan .

Department: Information Technology, Service Desk

Reports to: Director of IT Support

Date: September 22, 2026

General Summary:Provide multichannel support (phone, email, chat, and self-service) for the MCC Technology Service Desk, supporting a diverse user community, utilizing excellent communication, technical/problem-solving, and time management skills. Provide technical resources and strive to resolve most tickets at first contact without the need for escalation. Diagnose problems by asking accurate, concise questions in a professional and timely manner; accurately prioritize, categorize, and log all interactions in the current Service Desk ticketing system (ITSM platform). Manage crisis escalation and route tickets/calls to the appropriate support group as needed, and assist with IT projects as assigned.

Duties and Responsibilities:

• Provide daily telephone, email, chat, and ticketing-system support for the Technology Center Service Desk to a diverse community of technology users.
• Deliver, set up, maintain, and provide continual support for Windows and Apple compatible computers, laptops, tablets, virtual desktops, MCC-owned mobile devices, network and local printers, copiers, data projectors, IP phones, video conferencing equipment, and peripheral equipment (docking stations, mice, keyboards, speakers, scanners, flash drives, and other USB peripherals) in classrooms, academic labs, and individual offices.
• Support and assist with delivery and setup of media for classroom instruction, special events, and conferences, including lecture capture, video conferencing (Zoom/Teams), and streaming audio and video.
• Maintain and report a complete and accurate asset inventory of MCC technology equipment on the Bedford/Lowell campus, including computer hardware, software, network equipment, and peripherals using the College's IT asset management/ITSM system and active directory.
• Install new and upgraded operating systems and software using endpoint management/deployment tools, including imaging and zero-touch deployment processes.
• Provide technical support to students, faculty, and staff on hardware and software, including file management, cloud storage and backup, cybersecurity awareness (phishing recognition, safe computing practices), and use of software to complete assignments.
• Provide support for MCC email, the Learning Management System (Blackboard), Microsoft 365/Google Workspace, and other MCC-related application accounts for students, staff, and faculty.
• Provide assistance and backup to the infrastructure team, including administering accounts and passwords, multi-factor authentication (MFA) and single sign-on (SSO) support, virtual desktop management, and troubleshooting hardware, connectivity, and system maintenance issues.
• Assist with resetting college-related network, email, phone, and MFA/SSO passwords and credentials.
• Ability to adjust to daily changes in work duties and carry them out in a timely manner.
• Install RAM, SSDs/hard drives, video cards, and other internal components on MCC desktop and laptop computers and mobile devices.
• Install and configure network software, connect computers to wired and wireless networks, maintain and support network connectivity, and troubleshoot network connections in classrooms, academic labs, and individual offices.
• Set up, oversee, and configure audio/visual cabling, video conferencing/hyflex systems, and related technology for media events, college presentations, and hybrid meetings.
• Install, set up, and troubleshoot wireless network access points and configurations.
• Assist in the improvement of technology services across the College, including creating and updating Knowledge Base (KB) articles, self-service resources, and written processes for the IT department.
• Organize and oversee office moves and classroom renovations to ensure all technology needs are met.
• Responsible for the full life cycle of technology equipment, including procurement support, deployment, imaging/enrollment (including mobile device management), maintenance, and retirement/disposal.
• Provide assistance and support on campus to Tier II or higher-level groups within the department during IT emergency situations and system upgrades, including troubleshooting Virtual Desktop Infrastructure (VDI) issues.
• Act as the primary point of contact for VPN and remote access users, including installation, configuration, and MFA setup for staff and faculty.
• Work in collaboration with other EDP System Analyst IIs or higher on installation and configuration of campus technology systems such as security cameras, software, and multi-function/Xerox devices.
• Maintain, track, and order printer toner and supplies for classroom network printers on campus.
• Maintain a quality standard of cable management for technology installed in all MCC classrooms and offices on campus.
• Administer Service Desk-assigned duties as needed, including use of remote support tools for off-site troubleshooting.
• Mentor and supervise non-unit IT support staff and interns, engaged in assisting with any of the above job duties on the MCC campus.
• Perform other technology-related duties and responsibilities as assigned, including support for new systems, platforms, tools, and equipment adopted by the College as technology and business needs evolve.
• Responsible for learning and administering new types and forms of technology software, hardware, and other management resources that our department may implement.

Requirements:

Position requires two (2) years of full‑time, or equivalent part‑time, experience in computer support/systems work; community college experience preferred. An Associate's or higher degree may be substituted for one year of the required experience. Other education in a related field may be substituted for some experience on a pro‑rata basis.

Basic awareness of cybersecurity best practices and data privacy principles, with a demonstrated ability and willingness to learn and implement new and emerging technology, and a commitment to continuous professional development.

Strong organizational and time management skills, with the ability to work independently and with minimum supervision, prioritize client service needs, and adjust to daily changes and emergencies. Able to maintain accurate records, follow oral and written instructions, apply College and Technology Center rules and policies, and work collaboratively in a team setting while building harmonious working relationships with colleagues.

Ability to lift and carry heavy objects, stand for prolonged periods, and use small hand‑held tools such as screwdrivers and wire cutters, supported by manual dexterity, physical stamina, and mechanical aptitude.

Additional Information:

Salary Range: Grade 19, AFSCME Unit I position Step 1 $68,932.24 annually;Employees of Middlesex Community College are considered employees of the Commonwealth of Massachusetts and receive benefits, which include:

• High-quality and affordable health insurance through the Commonwealth's Group Insurance Commission (GIC)
• Competitive Dental and Vision Plans
• Flexible Spending Account and Dependent Care Assistance programs
• Low-cost basic and optional life insurance
• Retirement Savings: State Employees' Pension or Optional Retirement Program (ORP) and Deferred Compensation 457(b) plan or 403(b).
• 12 paid holidays per year and competitive Sick, Vacation, and Personal Time
• Tuition Benefits for employees and dependents at state colleges and universities
• Short-Term Disability and Extended Illness program participation options
• Professional Development and Continuing Education opportunities
• Cell Phone Bill Discounts with Verizon and T-Mobile Cell Phone Carriers
• Access to the Commonwealth's Mass4You, employee assistance program
• Free employee parking on Bedford and Lowell campuses
• Eligibility towards Public Service Loan Forgiveness (PSLF)

Location: Primarily Bedford campus with occasional travel to Lowell as needed. Daily travel between campuses may be necessary to provide on‑site support in the event of staff shortages.

Hours: 37.5per week, schedule to be determined upon hire. The College offers flexible scheduling through its Flex Work Program , which allows eligible employees, with appropriate approval, to extend work hours on certain days to reduce or eliminate scheduled hours on another day.

Expected Start Date: October 2026

Pre-Employment Requirements: Applicants must be legally authorized to work in the United States. The College will not sponsor applicants for work visas. All offers of employment at Middlesex Community College are contingent upon clear results of a thorough background check. Background checks will be conducted on all final candidates, as deemed necessary. Middlesex Community College only accepts application materials through our online application system. We are unable to accept application materials through mail, email, fax, or hand delivery. If you do not have access to a computer, please contact Human Resources at [e-mail] . Middlesex Community College strives to make the application and interview process accessible for all applicants but understands that applicants may still encounter barriers due to ability, language, or technology. If we can make the process any more accessible for you, contact Human Resources at 781-280-3546 or [e-mail] .