Help Desk Support Agent

Young World Physical Education; Walpole (MA); On-site; USD 45,000 - 60,000; Full time

Job summary

MassCA The Education Cooperative Connections Academy - Walpole, Massachusetts is seeking a Help Desk Support Agent to provide frontline technical support for students, caregivers, and staff in a fully hybrid learning environment.

You will troubleshoot device hardware, software, login, connectivity, and platform access issues; assist with navigating educational platforms and learning tools; manage tickets via phone, email, and live chat; and document recurring problems while maintaining FERPA

Qualifications

• Associate degree or relevant certification in Information Technology, Computer Science, or related field preferred; equivalent experience considered.
• Experience providing technical support or customer service.
• Knowledge of Windows, Chromebook, and Google Workspace environments.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to explain technical concepts to non-technical users.
• Ability to manage multiple priorities in a fast-paced environment.
• Commitment to providing high-quality customer service.

Responsibilities

• Provide frontline technical support for students, caregivers, and staff.
• Troubleshoot device hardware, software, login, connectivity, and platform access issues.
• Support students and families with navigating educational platforms, coursework systems, and learning tools.
• Manage and respond to requests through the ticketing, phone, and live chat systems.
• Escalate unresolved or complex technical issues to the Supervisor of Technology.
• Coordinate device replacement requests with the Shipping & Receiving team.
• Assist with onboarding support and basic technology training for students and caregivers.
• Set up, configure, and maintain student and staff devices.
• Document support issues, resolutions, and recurring technical concerns.
• Support device repair, warranty, and replacement workflows.
• Maintain confidentiality and compliance with FERPA and district technology policies.
• Assist Shipping & Receiving operations during peak periods, including summer device deployment.
• Participate in staggered scheduling to provide extended Help Desk coverage.
• Support district cybersecurity and data privacy practices.
• Perform additional duties as assigned.

Skills

Customer service

Troubleshooting

Communication

Education

Associate degree or relevant IT/CS certification

Tools

Windows

Chromebook

Google Workspace

Job description

MassCA The Education Cooperative Connections Academy - Walpole, Massachusetts Open in Google Maps

Help Desk Support Agent

MassCA The Education Cooperative Connections Academy - Walpole, Massachusetts Open in Google Maps

Job Details

Job ID: 5840714
Application Deadline: Posted until filled
Posted: Jul 20, 2026 12:00 AM (UTC)

Starting Date: Immediately

Job Description

Help Desk Support Agent

Position Summary
The Help Desk Support Agent provides frontline technical support for students, caregivers, and staff within MassCA’s fully hybrid learning environment. This role supports the district’s 1:1 device initiative for staff and students by troubleshooting hardware, software, connectivity, and access issues while ensuring timely resolution of support requests. The Help Desk Support Agent plays a critical role in maintaining uninterrupted student access to instruction and technology resources.

The position requires strong customer service skills, technical troubleshooting abilities, and the ability to communicate effectively with staff, students, and families in a virtual environment.

Essential Duties and Responsibilities

• Provide frontline technical support for students, caregivers, and staff.
• Troubleshoot device hardware, software, login, connectivity, and platform access issues.
• Support students and families with navigating educational platforms, coursework systems, and learning tools.
• Manage and respond to requests through the ticketing, phone, and live chat systems.
• Escalate unresolved or complex technical issues to the Supervisor of Technology.
• Coordinate device replacement requests with the Shipping & Receiving team.
• Assist with onboarding support and basic technology training for students and caregivers.
• Set up, configure, and maintain student and staff devices.
• Document support issues, resolutions, and recurring technical concerns.
• Support device repair, warranty, and replacement workflows.
• Maintain confidentiality and compliance with FERPA and district technology policies.
• Assist Shipping & Receiving operations during peak periods, including summer device deployment.
• Participate in staggered scheduling to provide extended Help Desk coverage.
• Support district cybersecurity and data privacy practices.
• Perform additional duties as assigned.

Required Qualifications

• Associate degree or relevant certification in Information Technology, Computer Science, or related field preferred; equivalent experience considered.
• Experience providing technical support or customer service.
• Knowledge of Windows, Chromebook, and Google Workspace environments.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to explain technical concepts to non-technical users.
• Ability to manage multiple priorities in a fast-paced environment.
• Commitment to providing high-quality customer service.

Preferred Qualifications

• Experience supporting students or families in an educational environment.
• Experience with ticketing systems, remote support tools, or device management platforms.
• Familiarity with Google Admin Console and remote support software.
• Bilingual skills preferred.

Work Environment

• Full-time in person position at 300 Foxborough Blvd, Foxborough, MA 02035
• Extended or staggered work hours required.
• Increased workload during school startup periods and major system rollouts.
• Ability to lift, carry, and move boxes and technology equipment up to 50 pounds.
• Ability to stand, bend, and move throughout the workday.
• Ability to operate standard office and shipping equipment.

Terms of Employment

• Full-time in person position at 300 Foxborough Blvd, Foxborough, MA 02035
• Salary established by TECCA.
• Subject to successful background and fingerprint checks in accordance with state requirements.

Position Type: Full-time
Job Categories:

Support Staff > Computer Support

Equal Opportunity Employer

MassCA does not exclude, deny benefits to, or otherwise discriminate against any person on the basis of ethnic group identification/ethnicity, marital status, race, color, national origin, ancestry, sex (including sexual orientation and gender identity), religion, physical or mental disability, age, and any other category protected by federal or state law and provides equal access in the admission to, participation in, or receipt of the services under any of the MassCA programs and activities, and in its employment practices.

Job Requirements

• At least 3 year(s) of relevant experience preferred.
• Associate degree preferred.
• Citizenship, residency or work visa required

Contact Information

• Carolyn Collins , Director of Human Resources
• 300 Foxborough Blvd Suite 100
• Foxborough, Massachusetts 02035
• Phone: [phone] - 5123
• Email: [e-mail]

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