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Part-time Help Desk Support Technician
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Position Number: 3102794
Location: Brockton, MA
Position Type: Computer and Information Technology

Part-time Help Desk Support Technician

About Massasoit Community College:

We at Massasoit Community College pride ourselves in our tradition of excellence and in our historic mission of accepting all who desire to learn. Massasoit currently offers 41 associate degree programs in arts, sciences, and applied sciences and 24 certificates. The College also offers non-credit workforce development certificates; corporate training courses; adult basic education; personal enrichment classes; and Early College programs for high school students.

Students of color make up roughly half of all students enrolled and more than half of all Massasoit students are first generation to attend college. More than 900 students graduate from Massasoit with an associate degree or certificate each year.

Brockton, Massachusetts, home of Massasoit's largest campus, prides itself on its diversity of cultures and is home to approximately 95,000 residents. In addition, the college has a campus in Canton, a satellite location in Middleborough, and annually serves students from more than 35 cities and towns in Southeastern Massachusetts. Massasoit is one of the largest community colleges in the state.

Massasoit Community College is an affirmative action / equal opportunity employer who is committed to increasing diversity across all levels of the college. Candidates who believe they can contribute to this value are strongly encouraged to apply.

Job Description:

The Part-Time Help Desk Support Technician will be responsible for entry-level computer technician duties as assigned by a manager at Massasoit Community College. Duties primarily carried out on the Brockton Campus with some interaction with our Canton and Middleboro facilities. The Help Desk Support Technician will rely on excellent client service, problem solving, and communication skills to provide helpdesk support to resolve most day-to-day issues. Knowledge of existing college media systems or similar tools preferred. Some of these systems include: Banner, Canvas, Microsoft Office, Skype, Windows and Mac laptops and desktops, Xerox multi-function devices, desktop scanners and printers, and more. Success in this role requires a well-rounded individual with a genuine enthusiasm for technology and true interest in helping people achieve more through the careful adoption and support of information technologies.

Responsibilities and Duties:

Provide tier one Help Desk support and information (via telephone/email/walk-in) for college faculty, staff and students
Enter incidents into ticketing software for assignment to appropriate IT departments
Must be able to receive written and verbal instructions and training, check and respond to emails, communicate verbally on the telephone and other audio or visual communication devices to assess support needs
Troubleshoot technological problems/provide guidance
Collaborate with full-time technicians to tackle complex issues
Follow up with customers to ensure issues are resolved
Attend tech meetings to review open call tickets (when available)
Provide peers and manager with regular updates on common problems encountered and identify possible longer-term solutions/improvements to reduce future problems
Use communication channels to inform IT teams of important issues and/or information which may be helpful in improving performance
Focus on the Commonwealth's Equity Agenda by applying related best practices throughout all job functions
Perform other duties as assigned

Requirements:

Strong communication skills
Demonstrated technical knowledge
Experience using enterprise resource planning (ticketing system) software
Ability to resolve independently multiple tasks associated with incident or problem management
Basic understanding of wireless networks and connecting mobile devices
Knowledge of Windows operating systems, Windows 10 in particular
Reliable Transportation
Strong computer background
Ability to work independently
Able to lift between 20 and 50 pounds

Preferred Qualifications:

Associate's degree or higher
Experience with telephone support
Customer service experience

COVID VACCINATION REQUIREMENT: Candidates for employment should be aware that all Community College students, faculty, and staff are required to be fully vaccinated by January 2022. Accordingly, initial employment is dependent upon receipt and verification of full vaccination status records; details of how to fulfill vaccine record verification requirements will be provided during the hire and onboarding process.

Additional Information:

Position Status: Part-time non-benefited position, two positions available

Hours: 16 - 18 hours per week (Not to exceed 936 hours annually)

Pay Rate: $15.00 per hour

Worksite: This position will be primarily assigned to the Brockton Campus but assignments may include all Massasoit sites

Deadline to Apply: June 5, 2022

Application Instructions:

Please apply online with a resume. Resumes will NOT be considered without an accompanying cover letter.

Please Note: Faxed, emailed, or mailed in resumes and/or materials will NOT be accepted. Due to the high volume of applications we receive, we are unable to provide individual feedback on application statuses. Please refrain from contacting the hiring manager and/or hiring department via phone, email, fax, mail, third person party or vendor and in person. Failure to comply, may result in application withdrawal.

Massasoit 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 Interim Title IX Coordinator, Ruben Barato, 508-588-9100, x1415, Brockton Campus, Student Center, Room 208, rbarato@massasoit.mass.edu, the Massachusetts Commission Against Discrimination, the Equal Employment Opportunities Commission or the United States Department of Education's Office for Civil Rights.

To apply, visit https://massasoit.interviewexchange.com/jobofferdetails.jsp?JOBID=147975