EDP Systems Analyst II (Helpdesk Coordinator), Information Systems

Location: Danvers, MA Category: Clerical/Office Support Posted On: Tue Mar 25 2025 Job Description:

EDP Systems Analyst II (Helpdesk Coordinator), Information Systems

Grade 21, AFSCME Unit position, 37.5 hours/week

Campus Location: Danvers Campus, may need to work at other campuses as necessary.

Work Schedule: Monday - Friday, 8:00 am - 4:00 pm

SALARY: $2,754.91 biweekly, ($71,627.66 per year) with fringe benefits. An appointment made from outside the bargaining unit (AFSCME) must start at this salary, step #1 of the range or as adjusted in accordance with the AFSCME collective bargaining agreement. Full time benefited employees at North Shore Community College are eligible for a comprehensive benefits package offered through the Commonwealth of Massachusetts. Click HERE for a highlight of these benefits.

General Statement Of Duties

This position provides customer service and technical support to the NSCC user community which is composed of approximately 11,000 faculty, staff and students. Responsible for first tier support, troubleshooting and triage of requests that are received via email, chat, telephone or in person. Requests will include topics such as access to network resources, assistance with account access (account set up and password resets), virus and malware removal, software installation and troubleshooting, and networked printers support. Act as the liaison between customers and Information Systems to ensure that support requests are resolved in a timely, efficient manner. Facilitate the successful closure of Help Desk tickets by entering and tracking all requests for support via our Help Desk ticketing software. Provide Help Desk and other statistical reports to management on an ad-hoc and scheduled basis. This position also coordinates & performs Information Systems activities related to employee onboarding and offboarding.

Essential Functions

Help Desk Coordination and Technical Support

• Provide and maintain superior customer support, serving as the primary Help Desk triage resource.
• Resolve tier I issues via phone, email or in person, assign cases to appropriate staff and escalating cases to senior level staff as needed.
• Utilize ticketing software to assign and track support requests to completion, employing effective and ongoing communication with customers and Information Systems support staff as necessary.
• When appropriate, leverage technology tools to investigate support requests, whether in person or remote. These tools may include, but are not limited to, remote meeting and remote access software.
• Provide basic support and troubleshooting of computer hardware and software. This includes, but not limited to, portal account access, VPN usage, multifactor authentication, VoIP and cellular telephony devices, Microsoft Office, Banner, Adobe products and basic networking/Active Directory principles.
• Generate statistical reports via the Help Desk ticketing system to provide scheduled and ad-hoc metrics to the Information Systems management team.
• Create and maintain Help Desk and end-user technical support knowledgebase documentation.
  
  

Coordination of Employee Onboarding & Offboarding

• Oversee and manage the Information Systems role as it relates to the employee onboarding and offboarding processes.
• Ensure technology requirements are communicated, prepared and installed in advance of the new employee start date.
• Coordinate the creation, maintenance and deprovisioning of employee accounts for new & existing employees. These accounts provide access to the campus portal, email, network drives, VPN, distribution groups, telephony, video conferencing, Banner, and many other resources.
• Deprovision employee accounts for faculty and staff that are no longer employed.
• Maintain accurate faculty and staff directory listings.
• Use cloud-based systems to update asset inventory and tracking documents.
• Perform other duties as required
  
  

The Human Resource Division Classification Specification for this position is available at http://www.mass.edu/forfacstaff/classificationspecs/classspecs-pers.asp or in the Human Resources Department.

SUPERVISION RECEIVED: Assistant Director of Technical Infrastructure and User Services

Job Requirements

• Associates degree in a related field or two years Help Desk experience, or an equivalent combination of education and experience.
• Exceptional customer service skills with experience in a high-volume, diverse setting.
• Proven analytical and problem-solving abilities.
• Exemplary oral and written communication skills, with the ability to translate technical issues into user-friendly language.
• Strong working knowledge of PC systems and usage, including Windows operating system and desktop applications such as MS Office, internet browsers and Adobe. Macintosh experience is a plus.
• Experience with cloud-based email and applications such as Google Apps
• Working knowledge of Active Directory concepts
• Motivation to continue learning and remaining current with new technologies.
• Capable of working in a busy work environment, coordinating multiple tasks simultaneously while keeping a positive attitude.
• Highly self-motivated and directed, able to effectively prioritize and execute tasks.
• Demonstrated ability to think critically when resolving problems or applying policy.
• Ability to work in a team setting, fostering collaboration within the work group and across the organization.
• May be required to work varied shifts, irregular hours or overtime. Must be able to travel between campuses when necessary.
• Candidates will be required to pass a CORI/SORI and/or a National background check as a condition of employment.
  
  

Additional Information

North Shore Community College is an affirmative action/equal opportunity employer and does not discriminate on the basis of race, color, national origin, ethnicity, sex, disability, religion, age, veteran status, genetic information, pregnancy or related conditions, gender identity, sex characteristics, sex stereotypes or sexual orientation in its programs and activities as required by Title IX of the Educational Amendments of 1972, the Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964, and other applicable statutes and college policies. The College prohibits Sex-Based Harassment. Inquiries or complaints concerning discrimination, harassment, or retaliation shall be referred to the College's Title IX Coordinator, Affirmative Action and Compliance Officer, the Massachusetts Commission Against Discrimination, the Equal Employment Opportunities Commission or the United States Department of Education's Office for Civil Rights: TitleIX@northshore.edu

Prospective employees are encouraged to review the College's Annual Security Report (ASR), in compliance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistic Act, which can be found on the disclosure page of the College's website by clicking here.

In alignment with our mission to provide accessible, affordable, and rigorous educational and employment opportunities, NSCC is committed to supporting individuals with disabilities throughout the recruitment and employment process, and to support fulfilling essential job functions. If you need a reasonable accommodation, please reach out to our ADA/504 Coordinator: Employee_Accom@northshore.edu

Closes

To apply, visit http://nscc.interviewexchange.com/jobofferdetails.jsp?JOBID=186718

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