Help Desk Technician

The Help Desk Technician provides desktop and classroom support for all MCPHS technology systems, including peripherals, while maintaining a high level of customer service and satisfaction.

• Respond to queries on the phone, via email, in person or through remote access
• Provide backup/overflow phone & email support to the MCPHS community
• Performs maintenance, upgrades and emergency repairs on desktops and peripherals at MCPHS in a manner that minimizes the impact on operations for faculty/staff/students
• Provides consistent and immediate support for all classroom technology (video conferencing, projection equipment, A/V equipment, PC connectivity, etc.)
• Provides application support for standard business applications (installations, how-to’s, etc.)
• Resolves all network printer problems (paper jams, connectivity, toner changes, etc.)
• Ensures thorough documentation of issues as well as clearly defined resolutions to incorporate into a knowledge base
• Utilizes Help Desk ticketing system effectively and accurately
• Monitors and takes ownership of tickets assigned at the Help Desk Technician queue level
• Maintains individual queues by updating, closing, etc.
• Updates all requests with detailed information for thorough call monitoring and tracking
• Maintains service levels as defined by the Help Desk Manager
• Works on assigned projects as directed by the Help Desk Manager
• Monitors campus-wide technology clusters (Technology Centers, Labs, Libraries, Kiosks, etc.) as appropriate for issues, as well as visitor compliance with policies/procedures
• Maintains a consistently high level of customer service to all faculty/staff/students, as well as all visitors to MCPHS
• Acts as technical advocate for the software and services that are available to all staff/faculty/students within MCPHS
• Train Faculty/Staff/Students on software applications
• Works with peers to ensure timely response and resolutions of all problems

Required:

• Minimum of one year of PC hardware support experience
• Minimum of one year of technical computing skills in desktop, laptop, and peripheral support, as well as a basic level of knowledge of networking technologies and terminology
• Experience with providing a high level of customer service in a fast-paced environment
• Familiarity with Microsoft operating systems (Windows 10), Mac OS, business applications (MS Office, Adobe, and anti-virus/malware)
• Familiarity with VMWare and virtual desktop computing
• Excellent communication and interpersonal skills
• Ability to manage shifting priorities and deadlines, and the ability to prioritize by criticality of situation
• Flexibility to adjust schedule as needed for semester or holiday breaks, event, or project support
• An openness to learning new technologies
• Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment

Desired:
• College degree, or equivalent experience, preferred
• Ability to deal directly with clients of all technical backgrounds and professional levels
• Interest in gaining experience with A/V equipment such as video conferencing, projectors, microphones, and other components in an integrated media environment
• Experience using Tandberg Video Conferencing equipment
• Experience with remote desktop support applications (BOMGAR preferred)

Preferred:
• Master’s degree in Information Systems
• Experience in developing technical documentation very desirable.

Physical Requirements:
• Standing, sitting, manual dexterity, ability to move between offices and floors of buildings
• Ability to meet deadlines and perform well under pressure
• Ability to be physically in attendance at designated worksite during scheduled work hours and to work some evenings and weekends
• Normal range of vision and hearing (with or without correction)
• Light lifting/carrying of technology related hardware and supplies.

Apply
Please attach a cover letter and a curriculum vitae/resume. Finalist candidate(s) for this position will be subject to reference checks and a pre-employment background check as a condition of employment.

MCPHS COVID-19 Policy
We care about the health and safety of our students and employees and have implemented a COVID-19 Vaccine and Testing Policy, requiring employees to be fully vaccinated, boosted. Employees who cannot receive the vaccine because of a medical or sincerely held religious belief may request an exemption.

About Us

Established in 1823, Massachusetts College of Pharmacy and Health Sciences (MCPHS) is the oldest institution of higher education in Boston, a city that is home to many of the world’s top universities and healthcare institutions. We are one of the largest and most highly-ranked schools for health- and life-sciences, and our alumni and faculty continually distinguish themselves in healthcare settings around the globe. MCPHS has more than 7000 students across campuses in Boston’s Longwood Medical Area, downtown Worcester, MA and downtown Manchester, NH. Our vision is to empower our Community to create a healthier, more equitable world, which we strive to achieve through our strategic priorities of collaboration, inclusion, success, sustainability, planning, and support.

We offer competitive salaries and excellent benefits that include a substantial contribution toward the cost of medical, vision, and dental insurance, generous time off, retirement and pension plans, and flexible work arrangements to support work/life balance for our employees while advancing the MCPHS strategic plan.

MCPHS is an equal opportunity employer that celebrates a diverse community. We seek to recruit, develop and retain the most talented people from a diverse candidate pool. All qualified applicants will receive consideration for employment without regard to any characteristic protected by law