General Statement of Duties:

The Help Desk Specialist is the initial point of contact for faculty and staff seeking support from the Information Systems and Services Help Desk. Reporting to the Technical Services Manager, this role plays a critical part in ensuring that end users can efficiently perform their business and educational tasks by addressing and resolving technical issues.

Responsibilities:

• Act as the first line of support for IT-related problems, providing timely assistance to end users.
• Offer comprehensive support to end users, addressing a wide range of technical issues.
• Identify, research, and resolve technical problems to ensure a smooth and uninterrupted user experience.
• Set up, maintain, and troubleshoot computers running Microsoft Windows and Apple Mac OS.
• Coordinate the repair, replacement, return, disposal, and movement of IT assets in collaboration with vendors and other departments.
• Respond promptly and professionally to telephone calls, emails, and personnel requests for technical support.
• Work closely with other IT staff to resolve complex issues and ensure a seamless user experience.
• Document, track, and monitor problems to facilitate timely resolutions and maintain an organized support system.
• Manage user accounts by adding, updating, and removing users in the phone management system.
• Efficiently enter and track tasks and issues using the College's provided incident management software.
• Exceed customer expectations by utilizing excellent customer service skills, ensuring a high level of user satisfaction.
• Escalate problems to senior staff when necessary to guarantee professional and timely issue resolution.

Minimum Qualifications:

• Associate's degree.
• 2-3 years of experience as a Help Desk specialist / IT Support.
• Knowledge and experience supporting, troubleshooting, and configuring PC Hardware End-User desktop, mobile device, email, and phone support.
•  Understanding of Windows Operating Systems, including Mac, Windows 10/11.
• Able to travel to all college campuses located in Gardner, Leominster and Fitchburg. 
• Ability to lift up to 50 lbs. 
• Strong client-facing and communication skills 

Desired Qualifications:

• Degree in Information Technology, Computer Science or equivalent.

Equivalency Statement
Applicants who do not meet the qualifications as stated above are encouraged to put in writing precisely how their background and experience have prepared them with the equivalent combination of education, training and experience required for the responsibilities of this position.

Salary: $44,000.00=$48,000.00

Employee Status: Full Time

Benefits: Yes
Hours per Week: 37.5
Number of Weeks: 52

Mount Wachusett Community College is an affirmative action/equal opportunity employer and does not discriminate on the basis of race, color, national origin, ethnicity, gender, 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.