IT Support Technician (Contractor)
About The Position
The Massachusetts Teachers’ Retirement System (MTRS) is seeking an IT Support Technician for a contract-to-permanent role. This position reports to the Chief Technology Officer (CTO) and senior IT staff, providing day-to-day technical support for approximately 125 staff. The role involves supporting end-user devices, applications, and service desk operations, with opportunities to gain hands-on experience in infrastructure, cloud platforms (Citrix, AWS, Microsoft 365, Nutanix), end-user support, and vendor management. The MTRS is the pension plan for the Commonwealth’s public-school educators, ensuring secure retirements through responsible benefits administration and financial integrity.
Requirements
- Associate degree in IT, Computer Science, or a related field preferred.
- 1–3 years of IT support, help desk, or customer service experience, including internships or co-ops.
- Proficiency with Microsoft 365 applications (Outlook, Word, Excel, Teams, and related tools).
- Ability to troubleshoot Windows PCs, printers, software, and basic network issues.
- Basic awareness of networking concepts (LAN/WAN, VPN, TCP/IP) and cybersecurity best practices.
- Comfortable supporting end users by phone, in person, or remotely.
- U.S. Citizenship or Permanent Residency required.
Nice To Haves
- Microsoft 365 (MS-900), CompTIA Network+, or similar certifications preferred.
- Experience with Dell WYSE devices is a plus.
- Familiarity with service desk ticketing systems; Track-It experience is a plus.
- Eager to learn and grow in a collaborative, fast-paced environment.
Responsibilities
- Provide daily technical support for Microsoft 365, MTRS web applications, and Commonwealth applications.
- Monitor and respond to service desk requests involving PCs, operating systems, printers, phones, and other hardware; log, track, and escalate tickets using Track-It under senior staff guidance.
- Maintain hardware and software inventory in Track-It, including assets that store Personally Identifiable Information (PII).
- Perform routine application updates, patches, and maintenance under senior staff guidance.
- Serve as the primary technical contact for vendor phone support and staff support requests; coordinate and escalate telephone equipment issues as needed.
- Assist with data center hardware and software inventory as directed.
- Participate in special projects as assigned.
Benefits
- Contractors who demonstrate strong performance and reliability during the approximately 90-calendar day engagement will be actively considered for conversion to a full-time role.
- Full-time employees receive the comprehensive benefits of Commonwealth employment, including enrollment in the State Employees' Retirement System, health and dental insurance, paid leave, and paid holidays.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Career Level
Entry Level
Education Level
Associate degree
