IT Service Desk Tech II - Campus Support

US Lawns; Buzzards Bay (MA); On-site; USD 59,000 - 61,000; Full time

Benefits offered by this job

Pension Eligible

Medical Insurance

Dental / Vision

Paid Holidays

Paid Vacation

Free Parking

Job summary

Massachusetts Maritime Academy is seeking an IT Service Desk professional to join the Technology and Library Service Desk. This role supports students and staff with laptop/desktop, software, and access rights, and coordinates campus application tasks including Blackboard and Google Workspace.

The ideal candidate has an Associate degree or equivalent, strong customer service and troubleshooting skills, and the ability to thrive in a fast-paced environment.

Qualifications

• Associate degree in a related field or equivalent technical certifications.
• Technical support experience with educational online systems.
• Experience in Google Workspace or Microsoft Office suite.
• Excellent administrative, organizational, and interpersonal skills.
• Experience working with customers.
• The ability to function effectively in a fast-paced work environment.
• Excellent troubleshooting skills.

Responsibilities

• Provide excellent customer service to the Academy community.
• Provide Service Desk support services, including laptop and desktop support, software support, system and network access, and equipment loaning
• Coordinate tasks associated with campus applications, including Blackboard, Google Workspace, Microsoft Office Suite, website and library systems.
• Triage Service Desk tickets to ensure tickets are appropriately assigned promptly.
• Perform post-resolution follow-ups on tickets to ensure positive customer satisfaction.
• Conduct analysis and reports of tickets with emphasis on identifying and documenting solutions to reduce future incidents and to improve problem resolution time.
• Generate and maintain documentation on best practices, policies, and procedures for campus computing and online service support.
• Participates in other projects, as assigned.

Skills

Customer service experience

Troubleshooting skills

Communication skills

Organizational skills

Education

Associate degree or equivalent certifications

Tools

Google Workspace

Microsoft Office Suite

Job description

Massachusetts Maritime Academy is seeking an IT Service Desk professional to join the Technology and Library Service Desk. This role supports students and staff with laptop/desktop, software, and access rights, and coordinates campus application tasks including Blackboard and Google Workspace.

The ideal candidate has an Associate degree or equivalent, strong customer service and troubleshooting skills, and the ability to thrive in a fast-paced environment.