IT Support Technician; Contractor - Four

The Massachusetts Teachers’ Retirement System (MTRS) is the pension plan for the Commonwealth’s public school educators, overseeing retirement, disability, and survivor benefits for more than 71,000 recipients and maintaining accounts for over 102,000 active members.

500 Rutherford Ave., Charlestown, MA 02129

$25–$30 per hour, based on experience.

• Provide daily technical support for MS Office 365, MTRS web applications, and Commonwealth of Massachusetts applications.
• Monitor and respond to service desk requests for PCs, operating systems, network printers, copiers, phones, and other hardware.
• Assign, escalate, and track service desk tickets with Network Services Unit and Application Data Services.
• Perform routine updates and maintenance on applications.
• Maintain hardware and software inventory in Track‑It, identifying assets that store Personally Identifiable Information (PII).
• Support and maintain key systems (Track‑It, Fusion/RMS Records Manager, Interchange File Transfer System) with vendor assistance.
• Apply patches, upgrades, and maintenance to supported systems and applications.
• Act as the primary technical contact for vendor phone support.
• Respond to all technical phone support requests from staff.
• Coordinate and, if necessary, escalate telephone equipment issues to vendors or internal technical staff.
• Maintain data center hardware and software inventories and manage licensing records.
• Prepare and distribute monthly service request reports from Track‑It.
• Assist Network Services staff with network backups as needed.
• Participate in special projects as assigned.

• Associate degree in IT, Computer Science, or a related field preferred.
• Microsoft 365 (MS‑900), CompTIA Network+, or similar certifications preferred.
• Experience troubleshooting Windows PCs, printers, software, and basic network issues.
• Familiarity with ticketing systems such as Track‑It or Service Now is a plus.
• 2–3 years of IT support, help desk, or customer service experience preferred.
• Adherence to security policies and ability to safeguard sensitive data.
• Basic understanding of LAN/WAN networks, VPNs, and common network protocols (TCP/IP).
• Proficiency with Microsoft 365 applications (Outlook, Word, Excel, PowerPoint, Access, One Note, Teams).
• Knowledge of computer viruses and general cybersecurity best practices.
• Strong listening and problem‑solving skills when supporting users.
• Clear and concise written communication skills.
• Ability to follow verbal and written instructions accurately.
• Experience providing phone‑based technical support.

This is a four‑month contractor position (July 6, 2026 – October 30, 2026). There are no benefits other than earned sick leave. Hours are generally Monday through Friday, 8:00 AM to 4:00 PM (30‑minute lunch). The position may require extended hours.

The Commonwealth is an equal‑opportunity employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Qualified women, Black, Indigenous, and Persons of Color (BIPOC) are encouraged to apply.

For diversity, affirmative action, or equal employment opportunity questions, or to request a reasonable accommodation, please contact the Diversity Officer / ADA Coordinator:
Rob Fabino, 617‑679‑6860.