Service Desk Technician (Desktop Lead) - Roxbury Community College

Service Desk Technician (Desktop Lead) - Roxbury Community College Roxbury Community College - 3.5 Boston, MA Job Details Full-time $68,000 a year 21 hours ago Qualifications IT service management Windows Cloud-based systems Team management

Full Job Description Location:

Boston, MA Category:

Full Time Staff Job Type:

Full Time Posted On:

Wed Apr 29 2026

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.

Job 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