IT Service Desk Support Staff (2 Vacancies) - Middlesex Community College, Lowell, Massachusetts

Middlesex Community College


Middlesex Community College (MCC) is one of the largest community colleges in the Commonwealth, employing people in full-time, part-time, faculty, professional, administrative, and support positions at campuses in both Lowell and Bedford, and online. We are focused on equity to transform lives and shape futures. MCC values equity and inclusion as the foundation for excellence, innovation, and success for our employees and students. MCC is committed to a policy of affirmative action, equal opportunity, equal education, non-discrimination, and diversity to provide a learning and working environment that values the diverse backgrounds of all students and employees. MCC strives for a faculty and staff that reflect its richly diverse community of students. Women, people of color, persons with disabilities and others are strongly encouraged to apply.
Applications for employment are considered without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, genetic information, marital status, or veteran status. Middlesex Community College is an affirmative action/equal opportunity employer and does not discriminate on the basis of race, color, national origin, sex, disability, religion, age, veteran status, genetic information, gender identity or sexual orientation in its programs and activities as required by Title IX of the Educational Amendments of 1972, the Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964, and other applicable statutes and college policies.The College prohibits sexual harassment, including sexual violence. Inquiries or complaints concerning discrimination, harassment, retaliation or sexual violence shall be referred to the College's Affirmative Action and/or Title IX Coordinator, the Massachusetts Commission Against Discrimination, the Equal Employment Opportunities Commission or the United States Department of Education's Office for Civil Rights.
Prospective employees are encouraged to review the College's Annual Safety & Security Report, in compliance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, which can be found on the disclosure page of the College's website at: https://www.middlesex.mass.edu/disclosurestatements/campsecrpt.aspx

Location: Lowell, MA Category: Part-time Staff Posted On: Tue May 7 2024 Job Description:

Position Title: IT Service Desk Support Staff (2 Vacancies)

Unit: Part-Time Non-Unit

Department: Technology Center

Reports To: Principal Manager of IT Support

Date: May 7, 2024

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 and Bedford campuses.

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.
• Experience with equity-minded work and/or understanding of individuals of diverse identities such as race, ethnicity, socioeconomic level, sexual orientation, veterans, and individuals with different academic preparation levels and varying physical and learning abilities.

Additional Information:

Hourly Rate: $23.75 per hour in accordance with MCC Part-Time Wage Schedule

Location: Lowell and Bedford campuses

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: August 2024

Application Deadline: May 28, 2024

PI240580556