Service Desk Technician (Desktop Lead)

Company Description:

Roxbury Community College (RCC) is a public institution of higher education offering associate degrees, certificate programs and lifelong learning opportunities to the Greater Boston community. The Department of Education recognized RCC as a Predominantly Black Institution (PBI) and as one of the top 100 community colleges in the country for student outcomes through the Postsecondary Success Recognition Program, making it the only community college in Massachusetts with these designations.

RCC offers 24 associate degree programs, 6 credit-based certificate programs, 13 non-credit professional certification programs, 30+ lifelong learning and fitness classes, and customized incumbent worker training programs. The college hosts hundreds of civic and community events at the Reggie Lewis Track and Athletic Center each year. RCC is committed to providing all learners with the academic and non-academic support required for degree completion and long-term success.

Roxbury Community College is guided by our six core values of Accountability, Equity, Excellence, Honesty, Integrity, and Respect. RCC is also an AA/EO employer and strongly encourages applications from candidates who would enhance the diversity of its staff. Reasonable accommodation may be provided to enable individuals with disabilities to perform essential job functions. The Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act require all institutes of higher education to disclose campus policy statements and crime statistics. Our annual report is available at Clery Report.

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.
• ITIL Framework Implementation: Drive the adoption of ITIL best practices across the service desk, specifically focusing on Incident, Request, and Change Management protocols.
• Technical Mentorship: Lead and train student workers and junior technicians on troubleshooting protocols and proper helpdesk documentation standards.
• 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.
• 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.
• Unified Endpoint Management: Utilize NinjaOne to perform remote monitoring, automated patching, and proactive maintenance across the fleet of campus laptops and desktops.
• Tech Stack Support: Provide expert-level support for desktop integrations with Jenzabar (SIS), Canvas (LMS), and QuickLaunch (IAM).
• Windows & Azure Integration: Manage local machine configurations and user profiles within a hybrid environment, utilizing Microsoft Entra ID for secure access.
• Hardware & Peripherals: Execute expert-level troubleshooting, repair, and maintenance for laptops, desktops, and associated peripheral devices.
• Classroom Technology: Install and manage non-computer IT equipment, including AV systems, media, video conferencing, and campus phone systems.

Requirements:

Qualifications

• Proven experience in a Senior Service Desk or Desktop Lead role.
• Strong proficiency in ITIL-based helpdesk systems and ITSM workflows.
• Expert-level knowledge of Windows endpoints and Azure-connected services.
• 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

Application Instructions:

All applicants must apply online by submitting:

• Cover Letter
• Resume
• (3) Professional References

Successful applicants will be required to complete a Criminal Offender Record Information (CORI/SORI) request.

After completing all the steps above, please go back into the newly created account and double check that your resume and cover letter uploaded as you intended.

Roxbury Community College understands that persons with specific disabilities may need assistance with the job application process and/or with the interview process. For confidential assistance with the job application process, please contact Pat Noel, ADA Coordinator, at 857-701-1290 or [email protected] .

The Massachusetts Board of Higher Education - Roxbury Community College is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, The Massachusetts Board of Higher Education - Roxbury Community College will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

Roxbury Community College only accepts application materials through our online application system. We are unable to accept application materials through mail, email, fax, or hand delivery. If you do not have access to a computer, please contact Human Resources at [email protected] .