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Posted: 28-Aug-25
Location: Lowell, Massachusetts
Internal Number: 192206
Title: IT Service Desk Support Staff
Unit: Part-time Non-unit Support Staff
Department: Information Technology, Technology Center
Reports To: Director of IT Services
Date: August 27, 2025
General Summary: The service desk support staff will provide essential technical support over the phone, email, and in-person to a diverse community of technology users. This position is responsible for supporting students, faculty, and staff during and after hours. Assist and provide technical support at the Service Desk Walk-In Support Centers on the Lowell campus.
Duties and Responsibilities:
- User Support: Assist students, faculty, and staff with technical issues and requests. Provide essential support to resolve hardware, software, and network-related problems in person, via phone, or through the service desk ticketing system.
- Troubleshooting: Identity, diagnose technical problems, and troubleshoot issues related to computer hardware, software applications, network connectivity, and printers in classrooms and end-user devices.
- Helpdesk Ticket Management: Manage and prioritize helpdesk tickets, ensuring resolution within established Service Level Agreements (SLAs). Update ticket status and documentation regularly to maintain accurate records.
- Hardware and Software Maintenance: Install, configure, and maintain college-approved software applications and operating systems on computers and mobile devices. Perform routine maintenance tasks like updates, patches, and antivirus checks. Install new and upgraded OS and software using LANDesk or current industry standard packages.
- Network Support: Assist with basic network troubleshooting, including connectivity issues and assisting users with connecting their devices to the campus network.
- Account Management: Assist with user password resets and access to various college systems and applications. Provide support for MCC-related accounts such as e-mail and Blackboard for students, faculty, and staff.
- Classroom Technology Support: Provide continual on-demand support for Hyflex and smart classrooms and labs. Set up Audio-video equipment in meeting spaces, and special events.
- Inventory Management: Help manage the inventory and keep track of equipment loans and returns.
- Collaborative Support: Work with the college's IT team to ensure seamless integration and implementation of new technology initiatives.
- Documentation: Maintain documentation of standard troubleshooting guides, and knowledge base articles to resolve common technical issues.
Job Requirements:
- High school diploma or equivalent. Relevant certifications or ongoing education in information technology is a plus.
- Proficiency in troubleshooting hardware and software issues on Windows and/or macOS platforms. Familiarity with Microsoft Office Suite, email clients, web browsers, and other standard applications.
- Excellent verbal and written communication skills, with the ability to convey technical information to non-technical users clearly and concisely.
- Strong customer service orientation with a friendly and patient demeanor when dealing with users of varying technical abilities.
- Analytical mindset and the ability to solve technical problems logically and efficiently.
- A team player who can work collaboratively with colleagues and stakeholders across the college.
- Willingness to work flexible hours, including evenings and weekends, to accommodate the college's needs.
Additional Information:
Hourly Rate: $24.25 per hour in accordance with MCC Part-Time Wage Schedule
Location: Lowell and Bedford campuses as needed
Hours: 18.5 hours per week; Monday - Friday, and occasionally on Saturdays. Hours may shift in accordance with need; Schedule to be determined upon hire
Start Date: September/ October 2025
Application Deadline: September 3, 2025