IT Help Desk Support - Essex County Sheriffs Department

Northern Essex Community College • Middleton, MA

404d • $63,064 - $89,615

About The Position

The IT Help Desk Support position at the Essex County Sheriff's Department is responsible for configuring, installing, maintaining, upgrading, and managing computer hardware and peripherals within a correctional facility. This role supports instructors, staff, and students across multiple locations by providing instructional technology support and ensuring compliance with security protocols. The position requires a proactive approach to troubleshooting and maintaining instructional technologies, as well as creating and updating technical documentation.

Requirements

• At least two years of full-time, or equivalent part-time, professional experience in electronic data processing work, including computer programming and/or computer systems analysis.
• High school diploma or GED.
• Bachelor's degree in a related field or equivalent experience.
• Trade school certification in data processing or computer programming may substitute for experience.

Nice To Haves

• Familiarity with educational technology and learning management systems.
• Bilingual in Spanish and English.
• Experience working with and supporting a culturally diverse population.

Responsibilities

• Provide prompt instructional technology support, including accessing and utilizing the ECSD and related databases and Blackboard.
• Provide comprehensive guidance, expertise, and support to faculty and staff utilizing OMS, focusing on the Education tab.
• Assist staff in the setup, operation, and troubleshooting of instructional technologies such as smartboards, projectors, and interactive displays.
• Facilitate staff and student access and use of instructional software and educational applications.
• Assist in the training of staff and students on the proper use of instructional technologies.
• Troubleshoot LMS-related issues and provide guidance on course management, content upload, and student access.
• Create, update, and maintain technical and user documentation.
• Produce documentation on problems encountered, information bulletins, and user support handouts and directives.
• Participate in preventive maintenance of systems including loading software patches and performing operating system upgrades.
• Maintain accurate records of support requests, resolutions, and follow-up actions.
• Work closely with ECSD IT team to ensure compliance with security protocols and policies related to technology use.
• Handle inquiries from students, faculty, and staff on computer or IT-related questions.
• Oversee the inventory and maintenance of laptops, ensuring they are updated regularly and functioning properly.
• Evaluate and recommend websites and applications for whitelisting, ensuring they provide valuable educational resources while adhering to security guidelines.
• Assist at other sites when necessary.

Benefits

• Disability insurance
• Health insurance
• Dental insurance
• Life insurance
• Retirement plan

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Educational Services
• Education Level: High school or GED