Location: Boston, MA
Category: Full Time Staff
Job Type: Full Time
Posted On: Wed Apr 29 2026
Job Description:
Title: Service Desk Technician (Desktop Lead)
Unit: MCCC
Department: Information Technology
Reports To: CIO
Date: May 2026
Job Summary
The Service Desk Technician (Desktop Lead) serves as the primary point of contact for advanced hardware and software support at Roxbury Community College (RCC). Operating within a Windows-focused environment integrated into the Azure Cloud, the Desktop Lead ensures high-quality technical support while overseeing the day-to-day operations and management of the ITIL-based helpdesk system.
Supervisory & Leadership Responsibilities
- ITSM Administration: Act as the primary administrator for the IT Service Management (ITSM) platform, ensuring all incidents and service requests are correctly logged, categorized, and tracked.
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ITIL Framework Implementation: Drive the adoption of ITIL best practices across the service desk, specifically focusing on Incident, Request, and Change Management protocols.
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Technical Mentorship: Lead and train student workers and junior technicians on troubleshooting protocols and proper helpdesk documentation standards.
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Escalation Management: Serve as the final point of escalation for complex desktop issues and coordinate with the Network team for cloud-connectivity or server-side escalations.
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Reporting & KPIs: Track key performance indicators (KPIs) through the helpdesk system and draft comprehensive reports on team metrics for executive review.
Essential Job Duties
- Helpdesk System Management: Maintain the departmental knowledge base, documenting team processes and self-service resources for the campus community within the ITSM tool.
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Unified Endpoint Management: Utilize NinjaOne to perform remote monitoring, automated patching, and proactive maintenance across the fleet of campus laptops and desktops.
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Tech Stack Support: Provide expert-level support for desktop integrations with Jenzabar (SIS), Canvas (LMS), and QuickLaunch (IAM).
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Windows & Azure Integration: Manage local machine configurations and user profiles within a hybrid environment, utilizing Microsoft Entra ID for secure access.
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Hardware & Peripherals: Execute expert-level troubleshooting, repair, and maintenance for laptops, desktops, and associated peripheral devices.
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Classroom Technology: Install and manage non-computer IT equipment, including AV systems, media, video conferencing, and campus phone systems.
Job Requirements:
Qualifications
- Proven experience in a Senior Service Desk or Desktop Lead role.
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Strong proficiency in ITIL-based helpdesk systems and ITSM workflows.
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Expert-level knowledge of Windows endpoints and Azure-connected services.
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Ability to balance technical hands-on work with administrative oversight of service delivery
Additional Information:
Location: Roxbury Community College, 1234 Columbus Ave, Boston, MA 02120
Unit Status: MCCC
Hours: 37.5 hours per week
Compensation: $68,000.00
Expected Start Date: May 2026
Application Deadline: Until filled
