Computer Technician

Endicott College

85d

About The Position

The Computer Technician in the IT Operations department, reporting to the Director of IT Operations, is responsible for providing essential technological support to the Endicott College community. This role serves as the primary point of contact for the Service Center’s support team, focusing on-site on the Beverly, Massachusetts campus. Support is delivered via phone, ticketing system, walk-in, and remote tools. The technician manages intake from students, staff, and faculty, resolving requests by correctly documenting and prioritizing each one. The ideal candidate is customer-oriented and interested in education, technology, privacy, and security.

Requirements

• 3–7 years of providing customer service with a technology, education, and/or non-profit organization, including at least two years of help desk experience.
• Associate’s degree in a related field or equivalent experience.
• In-depth knowledge supporting MacOS and Windows operating systems.
• Experience imaging and deploying MacOS and Windows computers.
• Familiarity with asset management software and inventory processes.
• Experience working with an automated ticketing system.
• Must possess excellent problem solving and communication skills.
• Uses sound judgment and discretion when handling confidential matters.
• Must be able to lift and move equipment up to 40 lbs.

Nice To Haves

• Experience working in a higher education technology environment.
• Experience with a Microsoft enterprise environment.
• Experience with remote support tools.
• Positive, curious, and continuous learner.
• Excellent oral communication and interpersonal skills with a strong dedication to customer service.

Responsibilities

• Monitor incoming service channels and the ticketing system, responding promptly to customer requests concerning account access, software and hardware issues.
• Ensure strict adherence to departmental procedures, including security protocols, escalation processes, and reporting requirements.
• Accurately record customer issues in the tracking system and continually maintain and update support documentation for team sharing.
• Escalate issues to other groups within Campus Technology, appropriate programs or department staff as necessary.
• Organize and coordinate workload independently, even under tight deadlines and shifting priorities.
• Configure, deploy, manage, and deprovision assets as needed.
• Maintain accurate inventory status and assignments using IT Service Management (ITSM) software.
• Review existing processes, policies, knowledge assets, and services to identify areas for improvement, collaborating with management and senior peers to implement necessary changes.
• Occasionally work outside of normal business hours and may be called upon during off hours.
• Be an active participant in the life of the College by attending and supporting key events like Commencement, Homecoming, and other all-hands-on-deck gatherings.

What This Job Offers

• Education Level: Associate degree