Endicott College
We are located approximately 20 miles north of Boston and parking
is free. We are also accessible by commuter rail on the Newburyport/Rockport line. Come and explore Endicott’s seaside locale where
employees are an important part of the bustling campus community!
Please apply today if this opportunity looks like the right fit for
you.
.
Position Overview
The Computer Technician in the IT Operations department, reporting to the
Director of IT Operations, is responsible for providing essential technological support to the Endicott College community. This role serves
as the primary point of contact for the Service Center’s support team, focusing on-site on the Beverly, Massachusetts campus. Support is
delivered via phone, ticketing system, walk-in, and remote tools. The technician manages intake from students, staff, and faculty, resolving
requests by correctly documenting and prioritizing each one. The ideal candidate is customer-oriented and interested in education,
technology, privacy, and security.
*** To be considered for this role, a cover letter is required. In the cover letter, please
articulate why you want to be considered for the role, and why working at Endicott College is interesting to
you.***
About Endicott College
Endicott College is a vibrant community located on Boston’s North Shore,
with a beautiful oceanfront campus in Beverly, Massachusetts. We’re known for combining academic excellence with hands-on learning, and we
take pride in fostering a supportive environment for both students and employees.
Working at Endicott means joining a close-knit
campus community where your contributions matter and where collaboration, creativity, and professional growth are valued.
To learn
more about our employee benefits click here.
Key Responsibilities
End User Support
and Service Management Monitoring (70%)
- Monitor incoming service channels and the ticketing system, responding promptly to customer
requests concerning account access, software and hardware issues. - Ensure strict adherence to departmental procedures, including
security protocols, escalation processes, and reporting requirements. - Accurately record customer issues in the tracking system and
continually maintain and update support documentation for team sharing. - Escalate issues to other groups within Campus Technology,
appropriate programs or department staff as necessary.
- Organize and coordinate workload independently, even under tight
deadlines and shifting priorities. - Other duties as assigned
Asset Management and Departmental Project Participation
(30%)
- Configure, deploy, manage, and deprovision assets as needed.
- Maintain accurate inventory status and assignments using
IT Service Management (ITSM) software. - Review existing processes, policies, knowledge assets, and services to identify areas for
improvement, collaborating with management and senior peers to implement necessary changes. - Occasionally work outside of normal
business hours and may be called upon during off hours.
Community Engagement
- Be an active participant in the life of the
College by attending and supporting key events like Commencement, Homecoming, and other all-hands-on-deck gatherings. Show a spirit of
collaboration and community involvement, including volunteering when possible.
Reporting Structure
Reports to
the Director of IT Operations. Expected to work mostly independently with general supervision.
Supervisory
Responsibilities
None
Core Competencies
- Reliability: able to get the job done, available and
engaged with the job and the Endicott community. - Organization: organizes time and resources well so that work is done efficiently
and on time. - Communication Skills: has clear, effective and efficient ways of communicating, both orally and in
writing. - Adaptability: shows a willingness to adopt new ideas and to do things differently.
- Follow Through: takes ownership
of projects and sees them through fruition. - Customer Service: anticipates the needs and responds to queries in a timely, competent,
and approachable manner. - Initiative/Personal Leadership: identifies opportunities for improvement and actively contributes to
solutions. - Team Player: shows a willingness to collaborate and share information, knowledge and experience with team
members.
Qualifications and Skills
- 3-7 years of providing customer service with a technology, education,
and/or non-profit organization, including at least two years of help desk experience. - Associate’s degree in a related field or
equivalent experience. - In-depth knowledge supporting MacOS and Windows operating systems.
- Experience imaging and deploying
MacOS and Windows computers. - Familiarity with asset management software and inventory processes.
- Experience working with an
automated ticketing system. - Must possess excellent problem solving and communication skills.
- Uses sound judgment and
discretion when handling confidential matters. - Must be able to lift and move equipment up to 40 lbs
Preferred
Qualifications
- Experience working in a higher education technology environment
- Experience with a Microsoft enterprise
environment - Experience with remote support tools
- Positive, curious, and continuous learner
- Excellent oral
communication and interpersonal skills with a strong dedication to customer service
Effective Date of Current Version:
October, 2025
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c8703146a3e2755ea255fe0f
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