IT Support Technician (Contractor - Four Months)
Commonwealth of Massachusetts•Charlestown, MA
•$25 - $30•Onsite
About The Position
The Massachusetts Teachers’ Retirement System (MTRS) is seeking an IT Support Technician (Contractor) for a four-month period. This role reports to the Chief Technology Officer (CTO) and is responsible for the installation, configuration, and maintenance of staff desktops, laptops, printers/copiers, phones, and faxes. The Contractor will serve as the primary technical support contact for approximately 125 staff members across the agency, ensuring the smooth operation of IT systems and providing essential technical assistance.
Requirements
- Experience troubleshooting Windows PCs, printers, software, and basic network issues.
- Adherence to security policies and ability to safeguard sensitive data.
- Basic understanding of LAN/WAN networks, VPNs, and common network protocols (TCP/IP).
- Strong PC troubleshooting skills.
- Proficiency with Microsoft 365 applications (Outlook, Word, Excel, PowerPoint, Access, OneNote, Teams).
- Familiarity with computer viruses and general cybersecurity best practices.
- Experience using service desk ticketing systems; Track‑It experience is a plus.
- Strong listening and problem‑solving skills when supporting users.
- Clear and concise written communication skills.
- Ability to follow verbal and written instructions accurately.
- Experience providing phone‑based technical support.
Nice To Haves
- Associate degree in IT, Computer Science, or related field preferred.
- Microsoft 365 (MS‑900), CompTIA Network+, or similar certifications preferred.
- Familiarity with ticketing systems (Track‑It, ServiceNow, etc.) a plus.
- 2–3 years of IT support, help desk, or customer service experience preferred, including internships or co‑ops.
Responsibilities
- Provide daily technical support for MS Office 365, MTRS web applications, and Commonwealth of Massachusetts applications.
- Monitor and respond to service desk requests involving PCs, operating systems, network printers, copiers, phones, and other hardware.
- Assign, escalate, and track service desk tickets with the Network Services Unit and Application Data Services.
- Perform routine updates and maintenance on applications.
- Maintain hardware and software inventory in Track‑It, including identifying assets that store Personally Identifiable Information (PII).
- Support and maintain key systems (Track‑It, Fusion/RMS Records Manager, Interchange File Transfer System) with vendor assistance.
- Apply patches, upgrades, and maintenance to supported systems and applications.
- Serve as the primary technical contact for vendor phone support.
- Respond to all technical phone support requests from staff.
- Coordinate and escalate telephone equipment issues to vendors or internal technical staff.
- Maintain data center hardware and software inventories and manage licensing records.
- Prepare and distribute monthly service request reports from Track‑It.
- Assist Network Services staff with network backups as needed.
- Participate in special projects as assigned.
Benefits
- Earned sick leave
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
