Help Desk Technician

MCPHS; Worcester (MA); On-site; USD 42,000 - 60,000; Full time

Job summary

MCPHS seeks a Help Desk Technician to provide desktop and classroom support for all technology systems, delivering high-quality service in a dynamic environment. You will troubleshoot hardware, software, and network issues, assist with classroom tech, and maintain documentation to improve user experience.

Responsibilities include incident management, ticketing, and collaboration with IS staff. Candidates should have 1–3 years of relevant computing skills, strong communication, and flexibility

Qualifications

• Minimum 1–3 years of technical computing skills in desktop, laptop, and peripheral support.
• Experience delivering high levels of customer service in a fast-paced environment.
• Familiarity with Windows operating systems (Windows 7, 8, 10) and common business software.
• Ability to manage shifting priorities and deadlines, prioritizing by criticality.
• Strong verbal and written communication skills; able to engage with clients at all technical levels.

Responsibilities

• Provide first-level IT 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.
• Maintain and update support tickets; escalate when needed.
• Assist with classroom technology (video conferencing, projection, PC connectivity).
• Create and maintain user guides and FAQs; contribute to knowledge base.

Skills

Customer service

Desktop support

Ticketing system

Communication skills

Tools

Windows OS familiarity

Microsoft Office (2013/2016/365)

Adobe products

ESET antivirus

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.)

Incident Management

• 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.

Collaboration

• 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.

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.