Massachusetts College of Pharmacy and Health Sciences

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Help Desk Technician

at Massachusetts College of Pharmacy and Health Sciences

Posted: 12/22/2018
Job Reference #: 3286

Job Description

  • Job LocationsUS-MA-Worcester
    # of Openings
  • Overview

    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.


    • Perform maintenance, upgrades and emergency repairs on desktops and peripherals at MCPHS in a manner that minimizes the impact on operations for faculty/staff/students
    • Provide consistent and immediate support for all classroom technology (video conferencing, projection equipment, PC connectivity, etc.)
    • Provide application support for standard business applications (installations, how-to’s, etc.)
    • Resolve all network printer problems (paper jams, connectivity, toner changes, etc.)
    • Provide back-up/overflow phone and email support to the MCPHS community
    • Ensure thorough documentation of issues as well as clearly defined resolutions to incorporate into a knowledge base
    • Utilize Help Desk ticketing system effectively and accurately
    • Monitor and take ownership of tickets assigned at the Help Desk Technician queue level
    • Maintain individual queues by updating, closing, etc.
    • Update all requests with detailed information for thorough call monitoring and tracking
    • Maintain service levels as defined by Operations Manager
    • Work on assigned projects as directed by the Director of IS and/or the Operations Manager
    • Monitor campus-wide technology clusters (Technology Centers, Labs, Libraries, Kiosks, etc.) as appropriate for issues, as well as visitor compliance with policies/procedures
    • Maintain a consistently high level of customer service to all faculty/staff/students, as well as all visitors to MCPHS
    • Act as technical advocates for the software and services that are available to all staff/faculty/students within MCPHS
    • Work with peers and Help Desk Coordinator to ensure timely response and resolutions of all problems
    • Work with peers and Operations Manager to ensure timely response and resolutions of all problems

    Additional responsibilities may be assigned by the supervisor.



    • Experience with providing a high level of customer service in a fast-paced environment
    • One to three years of technical computing skills in desktop, laptop, and peripheral support, as well as a basic level of knowledge of networking technologies and terminology
    • Familiarity with Microsoft operating systems (Windows 7, 8, and 10), business enhancement applications (Office 2013, 2016, 365, Adobe products), anti-virus/anti-malware tools (ESET), and VMWare and virtual desktop computing
    • Ability to manage shifting priorities and deadlines, and the ability to prioritize by criticality of situation
    • Ability to deal directly with clients of all technical backgrounds and professional levels
    • Excellent verbal and written skills
    • Flexibility to adjust schedule as needed for semester or holiday breaks, event, or project support


    • 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)
    • College degree, or equivalent experience, preferred

    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.

    MCPHS offers a competitive salary and excellent benefits that includes a substantial contribution toward the cost of medical and dental insurance, generous time off benefits, and a significant pension plan contribution. To learn more about our total rewards, please visit MCPHS Total Rewards.


    Please attach a cover letter and a resume. No phone calls, please. Principals only. No relocation available. Finalist candidate(s) for this position will be subject to a pre-employment background check as a condition of employment. MCPHS University is an equal opportunity employer. Applicants who would enrich the University’s diversity are encouraged to apply.

    About Us

    MCPHS University, an innovator in health and professional education, is setting the pace in the health science fields. MCPHS has more than 7000 students across campuses in Boston’s Longwood Medical Area, downtown Worcester, MA and downtown Manchester, NH. Here, we are preparing future generations of global leaders and promoting systems to improve the health of the public. In the midst of implementing an ambitious strategic plan that will bring us to our 200th anniversary in 2023, MCPHS offers meaningful work that benefits society overall, provides competitive salaries and comprehensive benefits, and fosters a sense of connectedness and collaboration among our employees. We are a fast-moving, data-driven educational institution with a strong entrepreneurial mindset.

    Come join us and be a part of a diverse community that is at the forefront of advancing the healthcare landscape! To learn more about working at MCPHS University, please visit Careers at MCPHS.