IT Service Desk Support Technician (Edp Systems Analyst I)

Quinsigamond Community College Worcester , MA 01601

Posted 2 months ago

About Quinsigamond Community College:

QCC was established in 1963 to provide access to higher education to residents of Central Massachusetts. Since the early 60s, enrollment has grown from 300 to over 13,000 full and part-time day and evening students served. QCC offers over 70 associate degree and certificate career options in Business, Health Care, Technology, Liberal Arts, and Human Services. Additionally, over 137 credit and 300 noncredit courses are offered online, as well as a wide variety of classroom non-credit courses, workshops, and seminars. Classes are provided on the main campus, in downtown Worcester (Healthcare, Workforce Development, Continuing Education), at the Worcester Senior Center (Hospitality & Recreation Management), at Burncoat High School (Automotive Technology), and in the city of Southbridge.

Job Description:


The IT Service Desk Support Technician is responsible for the general support of computer technology used by staff and faculty at the college. This involves first response to help requests and general maintenance of computing hardware and software. The IT Service Desk Support Technician may also be called upon to assist with the configuration and deployment of hardware and software; prioritizing work; managing support personnel; and reassigning work tickets as needed to resolve issues.


The IT Service Desk Support Technician reports to the IT Service Desk Supervisor.


The IT Service Desk Support Technician provides direction to the QCC IT Service Desk Call Center staff as assigned.


  • Provides the first response to client trouble requests.

  • Prioritize the response to support issues appropriately.

  • Maintain\update service procedure documentation including narrative, flow charts, file layouts, input/output documents, and check lists.

  • Perform tracking of and maintenance for loaner and permanent placement laptops including computer check-in for tracking.

  • Tests and installs software as required.

  • Provides tier 1 support for the college's telephone and mobile technology.

  • Participates in the activities required for the operation and maintenance of systems by recommending changes and corrections to provide for new needs of clients.

  • Analyzes, diagnoses and resolves desktop system problems.

  • Coordinate with outside vendors on the delivery, installation, and repair of computer and telephone equipment.

  • Completes test plans and data verification, conducting test runs, reviewing the configuration for accuracy and validity, determining causes of system failure and identifying necessary changes to ensure the validity of the configuration prior to actual implementation.

  • Recommends what client technology is required and implements approved desktop configurations according to documented procedures.

  • Provides client orientation on established best practices when using technology.

  • Provide additional support to IT Service Desk call center staff as needed.

  • Make sure that all issues are responded to in an appropriate time frame.

  • Communicate with the end user the status and resolution of call tickets.

  • Follow up with clients to ensure that issues are resolved satisfactorily, and equipment is in place and is working properly.

  • Identify software and equipment needs and priorities.

  • Actively supports the teaching and learning process; practices honesty and integrity in and out of the classroom; strives to create and support a student-centered environment while fostering academic innovation and excellence.

  • Works actively with other areas of the college to ensure a spirit of college wide collaboration, collegiality, civility, and teamwork. Respects the function of dissent in an academic institution while advancing a collegial atmosphere of campus collaboration.

  • Embraces the ideals of diversity and inclusiveness and supports the equal rights of all people by advancing the understanding and appreciation of differences including age, race, gender, ability, religious convictions, socio-economic status, ethnic heritage, or sexual orientation.

  • Provides flexible, responsive and high quality service to all, be they students, community, or staff, and continuously assesses processes and procedures and revises accordingly.

  • Performs other duties as assigned.



1.Applicants must have at least (A) one year of full-time, or equivalent part-time, professional experience in electronic data processing work the major duties of which included computer programming and/or computer systems analysis, or (B) any equivalent combination of the required experience and the substitutions below:


I. An Associate's degree with a major in the field of data processing or computer programming may be substituted for a maximum of one year of the required experience.*

II. A Bachelor's or higher degree with a major in the field of data processing or computer and/or information science may be substituted for the required experience.*

III. A diploma for completion of a two year full-time, or equivalent part-time, program in a recognized non-degree granting business or vocational/technical school above the high school level with a major in the field of computer programming may be substituted for a maximum of one year of the required experience.*

IV. An official transcript from a recognized business or vocational/ technical school as evidence of completion of a program consisting of at least 650 hours of instruction in the field of computer programming may be substituted for a maximum of one year of the required experience.

V. Graduation from the data processing course of a recognized vocational/technical high school may be substituted for a maximum of one year of the required experience.

  • Education toward such a degree or diploma will be prorated on the basis of the proportion of the requirements actually completed.



  • Bachelor of Science in Computer Science or equivalent.

  • Five years' experience supporting microcomputers in a non-homogenous networked environment.

  • Three years' experience supporting desktop computers in a large enterprise environment and providing hands on technical support.

  • Two years' experience supporting telephony in a large enterprise environment and providing hands on technical support.

  • Expert knowledge of Windows and Mac, OS.

  • Microsoft Office suite including O365.

Additional Information:


Full time benefited position. Starting salary of $1,051.44 per week.


Work schedule is Monday through Friday, 8:00 am to 4:00 pm; 37.5 per week.

Application Instructions:


Applicants should visit our website for information about our college and must apply online by November 1, 2020. Successful applicants will be required to complete a Criminal Offender Record Information (CORI/SORI) request. Bilingual persons are encouraged to apply. Quinsigamond Community College is an equal opportunity affirmative action college supporting diversity.

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IT Service Desk Support Technician (Edp Systems Analyst I)

Quinsigamond Community College