IT Help Desk Support - Essex County Sheriff's Department

POSITION: Full-Time IT Help Desk Support (EDP Systems Analyst I): Essex County Sheriff's Department; 20 Manning Street, Middleton, MA, position includes travel within the Essex County Sheriff's Office Continuum; 37.5 hours per week, Monday/Wednesday/Friday 8:00am - 4:00pm, Tuesday/Thursday 12:00pm - 8:00pm; AFSCME Unit I Position; Grant Funded Position

SUMMARY: The IT Help Desk Support, reporting to the Assistant Director of Operations, will configure, install, maintain, upgrade and manage computer hardware and peripherals; recommend and implement improvements to the computer inventory on campus to meet current and future business requirements within a correctional facility. The position assumes responsibility for setting up, operating, troubleshooting and maintaining instructional technology and content-delivery systems. This position will support instructors, staff, and students in education programs across the 5 ECSD locations.

RESPONSIBILITIES:

The responsibilities include, but are not limited to the following:

• Provide prompt instructional technology support, including accessing and utilizing the ECSD and related databases and Blackboard
• Provide comprehensive guidance, expertise, and support to faculty and staff utilizing OMS, with a particular focus on navigating and utilizing the Education tab effectively
• Assist staff in the setup, operation, and troubleshooting of instructional technologies such as smartboards, projectors, and interactive displays.
• Facilitate staff and student access and use of instructional software and educational application, e.g., Essential Education, MOS test preparation, etc.
• Assist in the training of staff and students on the proper use of instructional technologies.
• Troubleshoot LMS-related issues and provide guidance on course management, content upload, and student access.
• Create, update, and maintain technical and user documentation. Produce documentation on problems encountered, information bulletins, and user support handouts and directives.
• Work with ECSD IT staff to support Participate in preventive maintenance of systems including loading software patches, perform operating system upgrades, etc.
• Maintain accurate records of support requests, resolutions, and follow-up actions.
• Work closely with ECSD IT team to ensure compliance with security protocols and policies related to technology use within the correctional facility.
• Handle inquiries from students, faculty and staff on computer or IT related questions.
• Oversee the inventory and maintenance of laptops, ensuring they are updated regularly, functioning properly, and available for use by staff and inmates as needed.
• Evaluate and recommend websites and applications for whitelisting, ensuring they provide valuable educational, legal, or rehabilitative resources while adhering to security and regulatory guidelines.
• Assist at other sites when necessary.
• Other duties as assigned.
• The Classification Specification is available at: https://www.mass.edu/shared/classificationspecs/specspers/EDP Systems Analyst.doc

MINIMUM QUALIFICATIONS:

• Applicants must have at least (A) two years of full-time, or equivalent part-time, professional experience in electronic data processing work the major duties of which included computer programming and/or computer systems analysis, or (B) any equivalent combination of the required experience and the substitutions below.

• SUBSTITUTIONS:
  • An Associate's degree with a major in the field of data processing or computer programming may be substituted for a maximum of one year of the required experience.*
  • A Bachelor's or higher degree with a major in the field of data processing or computer and/or information science may be substituted for the required experience.*
  • A diploma for completion of a two year full-time, or equivalent part-time, program in a recognized non-degree granting business or vocational/technical school above the high school level with a major in the field of computer programming may be substituted for a maximum of one year of the required experience.*
  • An official transcript from a recognized business or vocational/ technical school as evidence of completion of a program consisting of at least 650 hours of instruction in the field of computer programming may be substituted for a maximum of one year of the required experience.
  • Graduation from the data processing course of a recognized vocational/technical high school may be substituted for a maximum of one year of the required experience.

• Education toward such a degree or diploma will be prorated on the basis of the proportion of the requirements actually completed.

• Able to think strategically and conceptually while managing details.
• Must be able to lead a small team of peers.
• Must be able to lift up to 50 pounds of equipment. Some twisting and turning with equipment install and inventory process.
• Must be able to learn and understand MA state rules, regulations, and guidelines for procuring goods.

PREFERRED QUALIFICATIONS:

• Familiarity with educational technology and learning management systems
• Bilingual (Spanish/English)
• Experience working with and supporting a culturally diverse population

BACKGROUND CHECK: Candidates will be required to pass a CORI and SORI check as a condition of employment.

SALARY: $2,498.32 - $3,550.13 biweekly ($64,956.32 - $92,303.38 annually). Pay grade 19; An appointment from outside the bargaining unit (AFSCME) must start at Step I of the range. Complete fringe benefit package including competitive health insurance, free dental insurance, basic life insurance, long-term disability insurance, paid sick, vacation and personal leave, educational benefits for employee/spouse/dependents, and excellent retirement benefits.

ANTICIPATED START DATE: ASAP