EDP Systems Analyst II (Helpdesk Coordinator), Information Systems Location: Danvers, MA Category: Clerical/Office Support Posted On: Tue Apr 29 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 frontline customer service and technical support to the NSCC user community, which is composed of approximately 11,000 faculty, staff and students. The Helpdesk Coordinator is responsible for troubleshooting and triaging requests that are received by the Helpdesk or assigned by other members Information Systems department. Requests include topics such as access to network resources, assistance with account access, virus & malware removal, software & hardware support, and networked printer support. This position is a liaison between customers and Information Systems and ensures that support requests are resolved in a timely, efficient manner by, among other things, tracking all requests for support via our Helpdesk ticketing software. 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 a primary Helpdesk resource.
• Resolve problems, assign cases to appropriate staff and escalate matters to senior level staff as needed.
• Participate in effective and ongoing communication with customers and Information Systems support staff. Utilize Helpdesk ticketing software as necessary.
• When appropriate, leverage technology tools to investigate support requests, whether in person or remote.
• Support technology-related hardware and software needs. Needs include issues with account access, VPN usage, multifactor authentication, VoIP and cellular telephony devices, Microsoft Office, Banner, Adobe products, basic networking/Active Directory principles, and Windows operating systems.
• Generate statistical reports to help support the Information Systems department and college.
• Create and maintain Helpdesk and end-user documentation.
• Update asset inventory and tracking documents.
• Work on-site daily. This position does not offer scheduled remote work days.
• Occasionally travel between campuses or work irregular hours.
• Perform other duties as required

Coordination of Employee Onboarding & Offboarding

• Oversee and manage Information Systems' role in the employee onboarding and offboarding processes.
• Coordinate and where appropriate execute the creation and maintenance of accounts and documentation 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.
• Ensure technology requirements are communicated, prepared and installed in advance of the new employee start date.
• Deprovision employee accounts for faculty and staff that are no longer employed.
• Maintain accurate faculty and staff directory listings.

Job Requirements:

• Associates degree in a computer science discipline or two years Helpdesk experience, or an equivalent combination of education and experience.
• At least two years of frontline customer service support.
• Experience installing and supporting PC hardware & software as a core function of a previous/current job or as part of the curriculum of a higher education degree or certificate program that you have completed.
• Practical experience with modern cybersecurity concepts and tools as a core function of a previous/current job or as part of the curriculum of a higher education degree or certificate program that you have completed.
• Exemplary communication skills that demonstrate an attention to detail.
• Candidates will be required to pass a CORI/SORI and/or a national background check as a condition of employment.

Preferred Qualifications

• Spanish language fluency
• Experience with Helpdesk ticketing software
• Experience with Microsoft Bitlocker encryption
• Experience with network-based Windows imaging and supporting Windows operating systems as a core function of a previous/current job or as part of the curriculum of a higher education degree or certificate program that you have completed.
• Working knowledge of Active Directory concepts such as group membership
• Experience writing technology-focused documentation

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=187744





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