IT Helpdesk Student Assistant (4) - Roxbury Community College

Roxbury Community College; Boston (MA); On-site; USD 21,000 - 25,000; Part time

Job summary

Roxbury Community College is seeking an IT Helpdesk Student Assistant on campus to provide Tier II technology support to faculty, staff, and students. The role emphasizes customer service, triage, and hands-on helpdesk activities aligned with RCC policies.

The position requires current enrollment for 2026-2027 and active Federal Work-Study eligibility, with a maximum of 18.5 hours weekly. Training, supervision, and opportunities for professional development are provided.

Qualifications

• Basic knowledge of computer hardware, software, and operating systems such as Windows and/or macOS.
• Strong verbal and written communication skills.
• Strong customer-service orientation and professional phone and email etiquette.
• Ability to work independently while also collaborating as part of an IT team.
• Strong organizational skills, attention to detail, reliability, and follow-through.
• Ability to learn and consistently follow RCC information technology, privacy, security, and access procedures.

Responsibilities

• Serve as a first point of contact for RCC faculty, staff, and students seeking technology assistance.
• Log, triage, and resolve common IT issues within training scope; escalate complex requests.
• Assist with routine password resets, login guidance, printing, and basic user-support steps.
• Set up, organize, label, and inventory computers and approved IT supplies.
• Document troubleshooting steps and escalate unresolved issues to IT staff.
• Support equipment deployment, classroom or office setup under staff direction.

Skills

Windows/macOS familiarity

Customer service

Communication skills

Independent work

Organizational skills

Tools

Freshservice

ServiceNow

Zendesk

Job description

Roxbury Community College (RCC) is a public institution of higher education offering associate degrees, certificate programs and lifelong learning opportunities to the Greater Boston community. The Department of Education recognized RCC as a Predominantly Black Institution (PBI) and as one of the top 100 community colleges in the country for student outcomes through the Postsecondary Success Recognition Program, making it the only community college in Massachusetts with these designations.

RCC offers 24 associate degree programs, 6 credit-based certificate programs, 13 non-credit professional certification programs, 30+ lifelong learning and fitness classes, and customized incumbent worker training programs. The college hosts hundreds of civic and community events at the Reggie Lewis Track and Athletic Center each year. RCC is committed to providing all learners with the academic and non-academic support required for degree completion and long-term success.

Roxbury Community College is guided by our six core values of Accountability, Equity, Excellence, Honesty, Integrity, and Respect. RCC is also an AA/EO employer and strongly encourages applications from candidates who would enhance the diversity of its staff. Reasonable accommodation may be provided to enable individuals with disabilities to perform essential job functions. The Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act requires all institutes of higher education to disclose campus policy statements and crime statistics. Our annual report is available at https://www.rcc.mass.edu/explore/public-safety/index.html .

Job Description:

Department:Information Technology

Position Title:IT Helpdesk Student Assistant

Developmental Focus:Apply & Contribute

Economic Mobility Pathway:Pathway 2 Technology, Engineering & Smart Buildings

Location:On Campus

Number of Positions:4

Recommended Hours:Weekday, on-campus coverage based on academic schedule and department needs

Maximum Hours:18.5 hours per week

Expected Start Date:September 21, 2026

Supervisor: Diane Ridge

Position Summary

The IT Helpdesk Student Assistant serves as a first point of contact for RCC faculty, staff, and students seeking technology assistance. This Level II position provides hands‑on experience in IT service delivery, customer service, ticket management, technical troubleshooting, account and access support, documentation, and end‑user communication. The student receives, logs, and triages support requests, resolves common technology issues within the scope of training, and escalates more complex requests to appropriate IT staff.

Greet users and record basic service requests using approved helpdesk procedures.

Assist with routine password‑reset directions, login guidance, printing, and other basic user‑support steps authorized for student employees.

Set up, organize, label, and inventory computers, peripherals, cables, and approved IT supplies.

Document basic troubleshooting steps and elevate unresolved or restricted issues to IT staff.

Assist with equipment deployment, collection, and classroom or office setup under staff direction.

Do not access restricted systems, change security settings, or perform administrative‑level technical work unless specifically authorized and supervised.

Currently enrolled at Roxbury Community College for the 2026-2027 academic year.

Have an active Federal Work‑Study award and sufficient remaining FWS eligibility before beginning work.

Maintain Satisfactory Academic Progress (SAP) in accordance with institutional and financial‑aid requirements.

Complete all required student‑employment and payroll documentation before beginning work.

Work only the approved FWS schedule and duties assigned by the designated RCC supervisor.

Requirements:

Required Qualifications

Must meet Federal Work‑Study eligibility requirements and maintain required enrollment throughout the placement period.

Basic knowledge of computer hardware, software, and operating systems such as Windows and/or macOS.

Strong verbal and written communication skills.

Strong customer‑service orientation and professional phone and email etiquette.

Ability to work independently while also collaborating as part of an IT team.

Strong organizational skills, attention to detail, reliability, and follow‑through.

Ability to learn and consistently follow RCC information technology, privacy, security, and access procedures.

Preferred Qualifications

Previous customer‑service, helpdesk, or technical‑support experience.

Familiarity with IT service‑management ticketing systems such as Fresh service, ServiceNow, Zendesk, or similar platforms.

Basic understanding of Active Directory, Microsoft 365, Google Workspace, or comparable account‑management environments.

IT fundamentals coursework, certification, or demonstrated interest in information technology.

Additional Information:

Federal Work‑Study Compliance Notes

This FWS assignment is part‑time, on‑campus student employment and is contingent upon continued Federal Work‑Study eligibility and available award funding.

FWS students may perform only the duties identified for the FWS assignment and approved by the supervisor; Learn & Earn responsibilities are not interchangeable with FWS duties.

Students and supervisors are responsible for monitoring scheduled hours so the student does not exceed the approved FWS award or institutional work‑hour limits.

Timesheets must accurately reflect hours actually worked and be approved by the designated supervisor through the College's approved timekeeping process.

Student Learning & Professional Development Outcomes

By successfully completing this position, the student should strengthen their ability to:

Provide professional Tier 1 technical support and customer service.

Diagnose and resolve common end‑user technology issues using established procedures.

Use IT ticketing and service‑management systems to document and manage requests.

Communicate technical information clearly to users with different levels of technology experience.

Apply appropriate escalation, documentation, privacy, security, and access‑control practices.

Support user onboarding and standard account/equipment provisioning processes.

Develop technical documentation and contribute to a helpdesk knowledge base.

Demonstrate teamwork, problem‑solving, reliability, accountability, and workplace professionalism.

Funding & Scheduling Structure

Four IT Helpdesk Student Assistant positions are authorized through Federal Work-Study. In accordance with the RCC student employment structure, FWS students in this role are assigned to on-campus weekday coverage only. Individual schedules will be established around academic commitments and Information Technology department needs. Students may work no more than 18.5 hours per week.

Supervision & Performance

The IT Helpdesk Student Assistant reports to Diane Ridge or another designated Information Technology supervisor. Students will receive role‑specific training before independently completing technical or access‑related tasks. Students will receive regular supervision, feedback, and professional‑development opportunities and must follow RCC Student Employment and Information Technology policies. Performance concerns will be addressed through RCC's progressive intervention process.

Advancement

Students who demonstrate strong technical proficiency, ticket‑management skills, reliability, independent problem‑solving, documentation quality, and peer leadership may become candidates for future Level III lead helpdesk, advanced technical support, or specialized technology positions when such opportunities are available.