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 .

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 2 Learn & Earn positions

Supervisor Information Technology Services / Designated IT Supervisor

Position Summary

The IT Helpdesk Student Assistant is a Level II Learn & Earn position providing applied information technology experience within RCC's Information Technology Services environment. Under professional IT supervision, the student assists with user support, technical troubleshooting, service requests, device preparation, documentation, and other approved helpdesk activities. The role is designed to build practical technical, customer-service, communication, and problem-solving skills while supporting the College's day-to-day technology operations.

• Provide first-level technical assistance to students, faculty, and staff for approved hardware, software, account, and technology-support issues.
• Receive, document, update, and help resolve assigned helpdesk tickets using the College's approved service-management process.
• Troubleshoot common computer, peripheral, software, connectivity, printing, and classroom-technology issues within the student's training and authorized scope.
• Assist with setup, configuration, deployment, inventory, and basic maintenance of approved computers, peripherals, and other technology equipment.
• Support installation and configuration of approved software and applications under IT staff direction.
• Help users navigate approved RCC technology systems and provide clear instructions for routine technical issues.
• Document troubleshooting steps, resolutions, recurring issues, and technical procedures for supervisor review.
• Assist with equipment tracking, technology inventory, device preparation, and other assigned IT operational projects.
• Practice professional customer service by gathering relevant information, communicating status updates, and escalating unresolved or higher-risk issues to professional IT staff.
• Follow RCC cybersecurity, acceptable-use, privacy, FERPA, access-control, and information-security requirements.
• Participate in assigned IT projects that provide progressively more advanced hands-on learning while remaining within supervisor-authorized access and responsibilities.
• Participate in required Learn & Earn professional development, supervisor check-ins, and CESJ student-employment activities.
• Currently enrolled at Roxbury Community College and eligible to participate in Learn & Earn.
• Complete all required Learn & Earn, student-employment, payroll, IT access, and department onboarding requirements before beginning work.
• Maintain required enrollment and program eligibility throughout the placement.
• Work only the approved schedule and responsibilities assigned by the…