Help Desk Technician

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

The Help Desk Technician provides desktop and classroom support for all MCPHS technology systems, including peripherals, while maintaining a high level of customer service and satisfaction.

Technical Support

• 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.
• Provide backup/overflow phone & email support to the College community
• Provide consistent and immediate support for all classroom technology (video conferencing, projection equipment, PC connectivity, etc.)
• 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.

Customer Service

• Maintain a high degree of customer service for all support issues by taking ownership and being proactive in ensuring established service levels are met.

System Maintenance

• Assist with the setup, configuration, and installation of computers, peripherals, and software.
• Perform routine maintenance, updates, and patching of hardware and software systems.
• Support backup and recovery procedures when necessary.
• Resolve all network printer problems (paper jams, connectivity, toner changes, etc.)

Documentation

• Create and maintain technical documentation, user guides, and FAQs.
• Document common solutions to recurring problems for knowledge base updates.

User Education

• Provide guidance and training to users on software applications, security practices, and IS policies.
• Promote best practices for efficient use of technology resources.

Security and Compliance

• Ensure compliance with organizational IS policies and security protocols.
• Assist in monitoring security alerts, malware issues, and data protection procedures.
• Work closely with IS team members to support projects and initiatives.
• Assist in testing new hardware, software, or network solutions.

Other Duties

• Stay updated on emerging technologies and IS trends.
• Perform additional duties as assigned by the Supervisor or Help Desk Coordinator.

Requirements

Required:

• Experience with providing a high level of customer service in a fast-paced environment.
• Minimum of 1-3 years of technical computing skills in desktop, laptop, and peripheral support, as well as a basic level of knowledge of networking technologies and terminology.
• Familiarity with Microsoft operating systems (Windows 7, 8, and 10), business enhancement applications (Office 2013, 2016, 365, Adobe products), and anti-virus/anti-malware tools (ESET).
• Ability to manage shifting priorities and deadlines, and the ability to prioritize by criticality of situation.
• Ability to deal directly with clients of all technical backgrounds and professional levels.
• Excellent verbal and written skills.
• Flexibility to adjust schedule as needed for semester or holiday breaks, event, or project support.

Preferred:

• Experience in developing technical documentation very desirable.

Physical Requirements:

• Standing, sitting, manual dexterity, ability to move between offices and floors of buildings.
• Ability to meet deadlines and perform well under pressure.
• Ability to be physically in attendance at designated worksite during scheduled work hours and to work some evenings and weekends.
• Normal range of vision and hearing (with or without correction).
• Light lifting/carrying of technology related hardware and supplies.

Stipend

N/A

About Us

Applicants must be authorized to work for any employer in the U.S. MCPHS is unable to sponsor, or take over sponsorship of an employment Visa. MCPHS is also not an E-Verify institution.

Established in 1823, Massachusetts College of Pharmacy and Health Sciences (MCPHS) is the oldest institution of higher education in Boston, a city that is home to many of the world's top universities and healthcare institutions. We are one of the largest and most highly-ranked schools for health and life sciences, and our alumni and faculty continually distinguish themselves in healthcare settings around the globe.

MCPHS has more than 7000 students across campuses in Boston's Longwood Medical and Academic Area (LMA), downtown Worcester, MA and downtown Manchester, NH.

Our vision is to empower our Community to create a healthier, more equitable world, which we strive to achieve through our core values of integrity, community, engagement, collaboration, support, and innovation.

We offer competitive salaries and excellent benefits that include a substantial contribution toward the cost of medical, vision, and dental insurance, generous time off, retirement and pension plans, and flexible work arrangements to support work/life balance for our employees while supporting the MCPHS strategic plan .

MCPHS is an equal opportunity employer dedicated to ensuring equal opportunity for all members of the University community. We aim to recruit, develop, and retain the most skilled faculty and staff. All qualified applicants will be considered for employment.

Pay Range

The estimated pay range for this job. Disclosing pay information promotes competitive and equitable pay.
The actual pay rate will depend on the person's qualifications and experience.

$31.10 - $34.56 / hour

Pay Transparency

The pay range associated with this posting reflects the amount the University reasonably expects to pay for this role at this time. Salary offers are determined based on experience, skills, and qualifications as well as internal equity, market data, and pay in comparison to similarly situated employees doing comparable work.