Technical Support Assistant

Technical Support Assistant

Department: Office of Information Technology

Location: Framingham

MassBay fosters educational excellence and academic success to prepare students for local and global citizenship, to promote their personal growth, to meet critical workforce demands of communities, and to contribute to the region’s economic development.

Massachusetts Bay Community College is served by a cadre of employees of varied backgrounds and experiences.  We invite all individuals to consider joining our community.

Located in Greater Boston, MassBay is a comprehensive, open-access community college, offering associate degrees and certificate programs on three campuses in Wellesley Hills, Framingham, and Ashland, Massachusetts.

Position Summary:

The ideal candidate will join a vibrant educational community and have a desire and ability to serve a population of students with various needs and backgrounds. This is a part-time, non-unit position with no benefits.

As a member of the End User Services team, this individual provides technical hardware/software support for client computers and other technologies within MassBay. This individual provides courteous, timely, and effective assistance to students, faculty and staff, including classroom, lab, and event support.

 This position is scheduled for 18 hours per week, with a work schedule of 4:00 PM to 8:30 PM, Monday through Thursday.

Key Responsibilities and Duties:

• Monitor, resolve IT help desk ticket requests and incidents;
  
  
• Remotely collaborating with Wellesley based staff on tickets or incidents that require immediate attention, escalating to leadership as required;
  
  
• Support computers, tablets, and peripheral equipment using a variety of operating systems and applications;
  
  
• Maintain and install all software applications related to MassBay computing;
  
  
• Support audiovisual services in classrooms, meeting rooms, and public facing spaces;
  
  
• Provide routine computer, printer, laptop cart and peripherals maintenance;
  
  
• Provide computer software and hardware orientation for students;
  
  
• Make necessary arrangements for outside repair as needed; 
  
  
• Provide walk-up support to students, staff and faculty as required;
  
  
• Responsible for ordering printer supplies;
  
  
• Perform other duties as assigned.
  
  

This list is not to be considered all-inclusive. A supervisor may assign other duties as required to meet the needs and foster the mission of the College.

All employees of MassBay are expected to work collegially and collaboratively within a community that values and celebrates the variety of student experience.

Required Qualifications:

• Experience troubleshooting computers and audiovisual equipment;
  
  
• Experience working in a multi-user environment supporting users at different levels;
  
  
• Previous operating systems experience using Windows 10, Windows 11 and Mac OS.

Preferred Qualifications:

• Sensitivity and commitment to the goals of Affirmative Action;
  
  
• Experience working in a community college or similar environment;
  
  
• Demonstrated commitment to working with students in need;
  
  
• Previous experience maintaining and trouble-shooting software applications and PC hardware;
  
  
• Demonstrated effective oral and written communication skills;
  
  
• Ability to work as part of a team.
  
  
  

Additional Information: