Help Desk Support Technician at Bay Path University – Boston, Massachusetts

Company Description:

When Bay Path opened its doors to students in 1897, it had a very clear goal: to provide a practical, affordable, and career-oriented education to prepare students to not only meet the needs of companies, organizations, and communities but to also thrive in their professions, identify and realize their dreams, and make a lasting difference in the world. From the beginning, Bay Path prided itself on being entrepreneurial, constantly pushing the boundaries of the academic experience to fit the student...to start them on the road of success. That spirit and philosophy is best reflected in our shared vision, "At Bay Path, every learner's dreams of a better career, a richer life, and a brighter future will be realized."

Bay Path University, an independent and not-for-profit institution, was named Among Fastest Growing Baccalaureate Colleges and Graduate Programs by The Chronicle of Higher Education Almanac, and is a member of the Women's College Coalition. With a main campus in Longmeadow, MA, and a satellite location in East Longmeadow, MA, Bay Path offers undergraduate, graduate (for women and men) degrees, and professional certificates.

For 125 years, we have been committed to preparing our students to navigate a constantly changing world. Whether it is one of our innovative academic programs, groundbreaking online learning platform, or We Empower Learners and Leaders initiative, we educate our students in ways that will help them to grow, learn to adapt, and always to flourish. Be part of the change. Be Bay Path.

We invite you to visit our website at www.baypath.edu where you can learn more about Bay Path University.

Job Description:

The Help Desk Support Technician provides comprehensive technical support to Bay Path University and Cambridge College's academic and administrative community. This position serves as the primary point of contact for technology-related issues, delivering exceptional customer service while maintaining and supporting desktop computers, software applications, and various technology systems across campus. The role is essential to ensuring seamless technology operations that support the University's mission of empowering leaders through innovative education. The expected schedule for this position is Monday- Thursday 2:00PM-10:00PM, Saturday 8:30AM-5:00PM.

Essential Job Functions

• Provide first-level technical support for desktop computers, laptops, printers, and mobile devices across campus, responding to help desk tickets and walk-in requests with professional and timely service
• Install, configure, and troubleshoot software applications, including Microsoft Office Suite, Adobe Creative Suite, specialized academic software, and operating system updates on Windows and Mac platforms
• Perform hardware diagnostics, repairs, and replacements for desktop computers, monitors, keyboards, mice, and other peripheral devices to maintain optimal system performance
• Assist faculty, staff, and students with password resets, account access issues, email configuration, and basic network connectivity problems using Active Directory and other university systems
• Conduct user training sessions and create documentation for common software applications and technology procedures, supporting the university's commitment to digital literacy
• Maintain accurate records of all support requests, resolutions, and inventory using the university's ticketing system and asset management database
• Support classroom technology, including projectors, smart boards, audio/visual equipment, and video conferencing systems, to ensure seamless educational delivery
• Collaborate with network administrators and other IT staff to escalate complex issues and participate in technology improvement initiatives

Requirements:

Education and Experience Requirements

• A minimum of two (2) years of experience in technical support, desktop support, or related information technology field.
• College training in Information Technology, Computer Science, or related technical area may be substituted for experience on the basis of fifteen (15) semester hours equalling one-half (1/2) year of experience to a maximum of four (4) years for a Bachelor's degree.
• A Master's degree in management information systems, computer science, electrical engineering, data science, or a related field may be substituted for one (1) additional year of experience.

Preferred Qualifications

• Experience in higher education technology environments.
• CompTIA A+, Microsoft certifications, or other relevant industry certifications.
• Experience with Active Directory, Microsoft 365, and enterprise software deployment.
• Knowledge of Mac and Windows operating systems in a mixed environment.
• Experience with ticketing systems and IT service management tools.

Additional Information:

Bay Path University is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Application Instructions:

All qualified applicants for this position should attach a cover letter, resume / curriculum vitae, and any other relevant information pertaining to this position and your candidacy. Please apply online. Faxes and emails will not be accepted.

Bay Path University is a smoke and tobacco-free community.

All offers of employment are contingent on satisfactory background check.

In compliance with the Americans with Disabilities Act (ADA), if you have a disability and require a reasonable accommodation to apply for a position please email us at HR@baypath.edu or call 413-565-1157.