IT Helpdesk Student Assistant

Roxbury Community College (RCC) is a public institution of higher education offering associate degrees, certificate programs and lifelong learning opportunities to the Greater Boston community. The Department of Education recognized RCC as a Predominantly Black Institution (PBI) and as one of the top 100 community colleges in the country for student outcomes through the Postsecondary Success Recognition Program, making it the only community college in Massachusetts with these designations.

RCC offers 24 associate degree programs, 6 credit-based certificate programs, 13 non-credit professional certification programs, 30+ lifelong learning and fitness classes, and customized incumbent worker training programs. The college hosts hundreds of civic and community events at the Reggie Lewis Track and Athletic Center each year. RCC is committed to providing all learners with the academic and non-academic support required for degree completion and long-term success.

Roxbury Community College is guided by our six core values of Accountability, Equity, Excellence, Honesty, Integrity, and Respect. RCC is also an AA/EO employer and strongly encourages applications from candidates who would enhance the diversity of its staff. Reasonable accommodation may be provided to enable individuals with disabilities to perform essential job functions. The Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act requires all institutes of higher education to disclose campus policy statements and crime statistics.

Our annual report is available at https://www.rcc.mass.edu/explore/public-safety/index.html .

Department:

Information Technology

Position Title:

IT Helpdesk Student Assistant

Developmental Focus:

Apply & Contribute

Economic Mobility Pathway:

Pathway 2 Technology, Engineering & Smart Buildings

Location:

On Campus

Number of Positions:4

Recommended

Hours:

Weekday, on-campus coverage based on academic schedule and department needs

Maximum

Hours:

18.5 hours per week

Expected

Start Date:

September 21, 2026

Supervisor:
Diane Ridge

The IT Helpdesk Student Assistant serves as a first point of contact for RCC faculty, staff, and students seeking technology assistance. This Level II position provides hands‑on experience in IT service delivery, customer service, ticket management, technical troubleshooting, account and access support, documentation, and end‑user communication. The student receives, logs, and triages support requests, resolves common technology issues within the scope of training, and escalates more complex requests to appropriate IT staff.

Greet users and record basic service requests using approved helpdesk procedures.

Assist with routine password‑reset directions, login guidance, printing, and other basic user‑support steps authorized for student employees.

Set up, organize, label, and inventory computers, peripherals, cables, and approved IT supplies.

Document basic troubleshooting steps and elevate unresolved or restricted issues to IT staff.

Assist with equipment deployment, collection, and classroom or office setup under staff direction.

Do not access restricted systems, change security settings, or perform administrative‑level technical work unless specifically authorized and supervised.

Currently enrolled at Roxbury Community College for the  academic year.

Have an active Federal Work‑Study award and sufficient remaining FWS eligibility before beginning work.

Maintain Satisfactory Academic Progress (SAP) in accordance with institutional and financial‑aid requirements.

Complete all required student‑employment and payroll documentation before beginning work.

Work only the approved FWS schedule and duties assigned by the designated RCC supervisor.