IT Support Analyst

The IT Support Analyst assists WPI faculty, staff, and students with the operation and repair of computer systems and other technology equipment. They perform diagnostic tests, troubleshoot issues, provide accurate information on IT services, and educate users in non‑technical terms.

Location:

Worcester
Department:
Services & Support
Division:
Worcester Polytechnic Institute – WPI

Hours:

10:30 a.m.–7:00 p.m. during the academic year; 9:00 a.m.–5:00 p.m. during the summer
Optional work‑from‑home day once per week.

• Provide front‑line in‑person, phone, and e‑mail support to WPI faculty, staff, and students to solve technical issues.
• Develop and implement technical procedures to address users’ problems quickly and minimize downtime.
• Carry out assessments to determine the need for changes in hardware/software configurations.
• Provide operational support for the library pay‑for‑print center, media sales, and equipment lending.
• Concisely and effectively document issues in the Service Desk application software to facilitate resolution and maintain user satisfaction.
• Support first‑call resolution, including triage of incidents, troubleshooting, documentation, and use of a solutions knowledge base. Route or escalates issues requiring tier‑3 assistance appropriately.
• Assist in the maintenance and support of local computer labs and the library’s public computers and printers.
• Ensure the Gordon Library printing locations are neat, orderly, and adequately supplied.
• Assist with Technology Service Desk and Print Center inventory, monitoring printer and media supplies.
• Accountably reconcile sales made using the Point of Sales system.
• Manage the library laptop loaning pool, including routine maintenance, inventory, and loans.
• Provide excellent customer service to all members of the WPI community to maintain and improve user satisfaction.
• Provide Tier 1 and Tier 2 support as needed.
• Work on IT project teams as required.
• Provide IT orientations for various campus events as needed.
• Other duties as assigned by supervisor.

• Associate’s Degree in Computer Science or related field, or equivalent demonstrated by experience.
• Good communication skills and the ability to deal with users of varying computer literacy levels.
• Flexibility with shift work and willingness to work overtime when needed. Main shift 8:00 a.m.–5:00 p.m. Monday‑through‑Friday during the academic year; shifts may adjust to library hours when school is not in session.
• Experience supporting current versions of Windows, macOS, and Office 365 in a networked environment, plus working knowledge of PC hardware and configuration issues.
• Knowledge of networking and internetworking concepts, and experience with wireless networking configuration.
• Detail‑oriented, strong problem‑solving skills, and the ability to work independently.
• Knowledge or experience with Cherwell, Linux, Remote Assistance tools, and malware detection and removal tools is desirable.

$21.25–$26.01 per hour, depending on experience, for a full‑time 40‑hour schedule.

United States of America (Non‑Exempt).

WPI is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability. It seeks individuals from all backgrounds and experiences who will contribute to a culture of creativity, collaboration, inclusion, problem solving, innovation, high performance, and change making. It is committed to maintaining a campus environment free of harassment and discrimination.