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Posted January 13, 2022

See detailed protocols for Massachusetts students taking in-person classes for Spring 2022.

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IT Helpdesk Technician (Boston, MA) Job Description

Job Summary  

Provide basic software and hardware support to the College’s community by maintaining hardware for computers and office equipment including some software applications. Maintain and set up Audio Visual equipment for College meetings, events and classes. This position reports to the IT Helpdesk Coordinator; a flexible schedule is required, including the ability to work nights and weekends.

Essential Duties and Responsibilities

  • Maintain computer lab machines and classroom podiums machines are operational at all times.
  • Assist students with basic navigation, logins and printing while working on the lab computers.
  • Provide assistance to students in the use of Microsoft Office applications.
  • Serve as first line of support for students, faculty, and staff using the College’s computer systems.
  • Experience with webinar software (i.e. WebEx, Zoom, and GoToMeeting).
  • Assist staff on issues with hardware and software.
  • Setup, configure and repair classroom technologies as directed through AV request or Helpdesk.
  • Answer phone calls, log, track, follow-up and resolve technical tickets within the SLA.
  • Create and maintain documentation materials for the Colleges applications.
  • Perform basic troubleshooting with email system, portal and Jenzabar as well as any other applications.
  • Move and setup AV systems for events, presentations or workshops.
  • Wiring of Ethernet cables, audio and video cable.
  • Diagnose and repair computers and projectors.
  • Diagnose and repair network issues, including: Ethernet, VLAN, Wi-Fi access points and network printers.
  • Diagnose basic VOIP phone issues.
  • Maintain digital signage and maintain AV inventory.

Other duties /Responsibilities

  • Other duties and responsibilities as assigned.
  • Treat fellow employees, students and the institution’s guests with civility and to refrain from actions that disrupt the efficient functioning of the college.
  • Have the ability to follow directions and complete tasks accurately and accept supervisory input and constructive criticism.
  • Strategize and implement emerging technologies.
  • Able to manage stress and work under pressure while multitasking under deadlines.
  • Instruct Faculty members on the usage of class room AV equipment.
  • Instruct students and faculty on the usage and navigation of Mycc.
  • Intermediate understand of classroom AV cabling and connections.
  • Instruct student on the usage of Microsoft Office suite.
  • Asist with the activation of AD accounts.


  • Strong interpersonal, problem solving and communication skills.
  • Must have excellent customer service skills and be a team player.
  • Ability to multi-task and learn new duties and procedures quickly is essential.
  • Experience working in an educational environment is highly desirable.
  • Bachelor's degree in Computer Science or two years’ experience in IT related field.
  • Expert knowledge of Microsoft Office, Google Apps, Windows 8 & 10, Mac OS 10+.
  • Demonstrated proficiency with PC and Mac.
  • Basic knowledge and troubleshooting of: TCP/IP, VLAN, WIFI concepts, and basic computer parts.
  • Basic knowledge of Audio Visual conference systems.
  • Basic knowledge of wired and wireless technologies.
  • A+ Certification, Network Certification, CCNA or similar a plus.
  • Bilingual: English and Spanish is a plus.

Physical effort required

While performing the duties of this job, the employee is regularly required to sit. The employee is frequently required to use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The employee is required to be mobile. The employee must be able to occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision and distance vision. This job requires the employee to spend lengthy periods of time performing computer assisted work. The noise level in the work environment varies from quiet to moderate. Must be able to push up to 75LBS (Computer Carts).


To apply please forward cover letter and resume to