IT Helpdesk Technician - Roxbury Community College

Roxbury Community College is a public, two-year urban college in Boston serving a diverse community, including students of color, recent immigrants and adult learners.

The IT Help Desk Technician provides first-level technology support to RCC students, faculty and staff in person, by phone, by email and through the ticketing system. The technician resolves common account, device, classroom and software issues, documents every request, and escalates more complex problems to the right IT specialist. The role is central to a welcoming, reliable experience with the College’s technology, especially during peak periods such as the start of each term.

Essential duties and responsibilities

• Provides first-level support to students, faculty and staff in person at the help desk and by phone, email, chat, and the ticketing system.
• Logs, prioritizes and tracks all requests in the ticketing system; resolves them or escalates them to the appropriate IT team with complete notes.
• Resets passwords and assists with multi-factor authentication and single sign-on for college accounts, including Google Workspace, Microsoft 365, Canvas and the student portal.
• Helps students and faculty with Canvas login and course-access issues and escalates course-level problems to the appropriate support team.
• Sets up, images, deploys, maintains and repairs desktops, laptops, Chromebooks, printers and peripherals running Windows, macOS and ChromeOS.
• Installs, updates and troubleshoots College-supported software and applications.
• Supports classroom, lab and meeting-room technology, including projectors, displays and audio-visual equipment, and responds to urgent classroom calls.
• Performs basic troubleshooting of wired and wireless network connectivity and escalates network issues to the network team.
• Manages the equipment loan program for students and staff, including check-out, returns and inventory.
• Maintains accurate records of IT equipment and assets.
• Processes account and equipment setup for new employees and account and equipment recovery for departing employees, following College procedures.
• Writes and updates knowledge base articles, how-to guides and FAQs for students and staff.
• Follows up with users after resolution to confirm the issue is fixed, and reports on ticket volumes and recurring issues.
• Follows College security, privacy and acceptable-use policies, including FERPA, and reports suspected phishing or security incidents promptly.
• Participates in IT projects such as equipment refreshes and system rollouts, and performs related duties as required.

• Two years of full-time, or equivalent part-time, experience in computer user support, help desk or desktop support work.
• An associate degree or higher in information technology or a related field may substitute for one year of the required experience.
• Working knowledge of Windows and macOS, common productivity software, and troubleshooting of computer hardware and peripherals.
• Strong customer service and communication skills, with the ability to explain technical steps clearly to people with a wide range of technical backgrounds.
• Ability to keep accurate records in a ticketing system and follow written procedures.
• Legal authorization to work in the United States [confirm with HR whether RCC’s standard note on visa sponsorship applies].
• Preferred qualifications
• Help desk or IT support experience in a college or university setting.
• Experience supporting Canvas or another learning management system.
• Experience with Google Workspace and Microsoft 365 accounts, including multi-factor authentication and single sign-on.
• Experience with an IT service management or ticketing system.
• Experience supporting Chromebooks and classroom audio-visual equipment.
• CompTIA A+ or a comparable IT support certification.

Additional Information:

Knowledge, skills and abilities

• Knowledge of desktop and laptop hardware, operating systems, printers and peripherals.
• Knowledge of basic networking concepts, including wired and wireless connectivity.
• Knowledge of cybersecurity basics, such as recognizing phishing and protecting account credentials.
• Skill in diagnosing problems by asking clear, focused questions and working through them step by step.
• Skill in writing clear instructions and knowledge base articles for non-technical readers.
• Ability to stay calm, courteous and patient with users under time pressure, especially during term start-up.
• Ability to prioritize multiple requests, adjust to changing daily needs and work with minimal supervision.
• Ability to work respectfully and effectively with a diverse community of students, faculty and staff.
• Ability to maintain confidentiality of student and employee information.
• Willingness to learn new systems and tools as the College adopts them.
• Working conditions and physical requirements
• Work is performed on site at the help desk and in offices, classrooms and labs across the Roxbury Crossing campus.
• Requires walking between buildings, standing for extended periods, and bending or kneeling to reach equipment and cabling.
• Requires lifting and carrying computer equipment of up to [40] pounds, with carts available for heavier items.
• Requires using small hand tools to install and replace computer components.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Employees of Roxbury Community College are considered employees of the Commonwealth of Massachusetts and receive benefits that include:

• High-quality and affordable health insurance through the Commonwealth’s Group Insurance Commission (GIC)
• Reasonable Dental Plan and Vision Discount
• Flexible Medical Spending Account and Dependent Care Assistance Account Through Ameriflex
• Low-cost basic and optional life insurance, including other supplemental products, through AFLAC.
• Retirement (Defined Benefits) and Retirement Savings Plans (Defined Contribution): Massachusetts State Employees Retirement System (MSERS) or Optional Retirement Program (ORP) offered through Department of Higher Education (Alternative Retirement Plan) and SMART PLAN - Deferred Compensation 457(b) plan or 403(b) (Fidelity, TIAA-CREF).
• 12 paid holidays per year, along with earned Competitive Sick, Vacation, and 5 days of Personal Time per calendar year.
• Tuition Benefit for employees and dependents at state community colleges and universities.
• Short-Term Disability and various program participation options offered by AFLAC.
• Professional Development and Continuing Education opportunities.
• Qualified Employer for Public Service Student Loan Forgiveness Program
• Cell Phone Bill Discounts with Verizon, AT&T, and T-Mobile Cell Phone Carriers
• Access to the Commonwealth’s Mass4You, Employee Assistance Program (EAP).
• Free employee parking on the Roxbury Campus
• Public Transportation is available to the College via the MBTA Orange Line Roxbury Crossing Station, a ten (10) minute walk to MBTA Orange Line Ruggles Station, and connecting bus stops to and from Nubian Square (Dudley)