EDP System Analyst

Middlesex Community College (MCC), established in 1970, provides access to affordable education to prepare individuals for success and lifelong learning. We promote academic excellence, provide workforce development opportunities, and empower all learners to become productive and socially responsible members of our local and global communities.

The College provides a broad range of services that are essential to attract, reward, and retain talented faculty and staff. The MCC community promotes a work environment where our employees feel supported and empowered to best serve our student population. We are proud to offer our classes on both the Bedford and Lowell campuses, as well as a robust online course offering.

MCC is committed to transforming lives as we educate, challenge, and support all students as evident in our strategic plan .

Department: Information Technology, Service Desk

Reports to
:
Director of IT Support

Date: September 22, 2026

General

Summary:

Provide multichannel support (phone, email, chat, and self-service) for the MCC Technology Service Desk, supporting a diverse user community, utilizing excellent communication, technical/problem-solving, and time management skills. Provide technical resources and strive to resolve most tickets at first contact without the need for escalation. Diagnose problems by asking accurate, concise questions in a professional and timely manner; accurately prioritize, categorize, and log all interactions in the current Service Desk ticketing system (ITSM platform).

Manage crisis escalation and route tickets/calls to the appropriate support group as needed, and assist with IT projects as assigned.

Duties and Responsibilities:

• Provide daily telephone, email, chat, and ticketing-system support for the Technology Center Service Desk to a diverse community of technology users.
• Deliver, set up, maintain, and provide continual support for Windows and Apple compatible computers, laptops, tablets, virtual desktops, MCC-owned mobile devices, network and local printers, copiers, data projectors, IP phones, video conferencing equipment, and peripheral equipment (docking stations, mice, keyboards, speakers, scanners, flash drives, and other USB peripherals) in classrooms, academic labs, and individual offices.
• Support and assist with delivery and setup of media for classroom instruction, special events, and conferences, including lecture capture, video conferencing (Zoom/Teams), and streaming audio and video.
• Maintain and report a complete and accurate asset inventory of MCC technology equipment on the Bedford/Lowell campus, including computer hardware, software, network equipment, and peripherals using the College's IT asset management/ITSM system and active directory.
• Install new and upgraded operating systems and software using endpoint management/deployment tools, including imaging and zero-touch deployment processes.
• Provide technical support to students, faculty, and staff on hardware and software, including file management, cloud storage and backup, cybersecurity awareness (phishing recognition, safe computing practices), and use of software to complete assignments.
• Provide support for MCC email, the Learning Management System (Blackboard), Microsoft 365/Google Workspace, and other MCC-related application accounts for students, staff, and faculty.
• Provide assistance and backup to the infrastructure team, including administering accounts and passwords, multi-factor authentication (MFA) and single sign-on (SSO) support, virtual desktop management, and troubleshooting hardware, connectivity, and system maintenance issues.
• Assist with resetting college-related network, email, phone, and MFA/SSO passwords and credentials.
• Ability to adjust to daily changes in work duties and carry them out in a timely manner.
• Install RAM, SSDs/hard drives, video cards, and other internal components on MCC desktop and laptop computers and mobile devices.
• Install and configure network software, connect computers to wired and wireless networks, maintain and support network connectivity, and troubleshoot network connections in classrooms, academic labs, and individual offices.
• Set up, oversee, and configure audio/visual cabling, video conferencing/hyflex systems, and related technology for media events, college presentations, and hybrid meetings.
• Install, set up, and troubleshoot wireless network access points and configurations.
• Assist in the improvement of technology services across the College, including creating and…