Library iDesk Student Supervisor / Help Desk Support (Entry Level)


Eastern Nazarene College, a four-year Christian liberal arts college on Boston’s south shore, is seeking a full time, entry level iDesk Coordinator/HelpDesk Analyst.  In this dual role, you will work 20 hours per week in each position.  The iDesk Coordinator, reporting to the Library Director, manages the iDesk, including supervising up to 25 students.  The Help Desk Analyst, reporting to the Chief Information Officer, provides ITS Help Desk assistance to the Eastern Nazarene College community.  The iDesk Coordinator/Help Desk Analyst must demonstrate a high level of customer service and the desire to support the traditions and values of Christian higher education in a diverse, busy educational institution.

  • Type: Staff
  • Posting date: 09/04/2019
  • Responsibilities:

    iDesk Coordinator

    • Manage the iDesk, which typically includes supervising up to 25 students
    • Hire, schedule, train and review students at iDesk
    • Maintain grading system for iDesk students with help from student senior staff
    • Manage classroom equipment, including inventory, troubleshooting and purchasing for 36 classrooms by keeping track of the typical lifecycle for audio-visual equipment
    • Maintain vendor relationships for purchasing of classroom equipment
    • Manage collection maintenance
    • Bill students and community members for late and lost materials
    • Participate in OCLN circulation committee
    • Provide excellent customer service; assist library patrons to utilize the facilities, collections, and services of the staff and librarians, direct patrons to appropriate staff or area to fit their needs or requests, and in general, help patrons find what they are looking for


    Help Desk Analyst

    • Front line technical support for Students, Faculty and Staff
      • Troubleshoot user issues over phone, E-mail and in person
        • Confirm user account data using Zencas/Colleague
        • Reset passwords
        • Walk users through NetID activation
        • Teach users the features of Microsoft Office Suite
          • Word, Outlook, Excel, PowerPoint
        • Solve issues with E-mail
          • Storage, attachments, folder management, connection issues
        • Guide users through adding/troubleshooting hardware
          • Printers, USB peripherals, monitors
      • Attend to voicemail messages and call back users
      • Direct calls to appropriate IT staff
      • Virus/Malware Removal
        • Solve how to remove tricky viruses/malware
        • Remove fake/rogue/obsolete anti-virus software
      • Attend to Student desktops/laptops and solve issues
        • Virus/malware, hardware issues, wireless connectivity, boot issues, recover lost data
      • Troubleshoot network connections
        • Ethernet disconnects, wireless hardware issues, wireless connection setup errors
        • Interface with Systems Administrator
      • Troubleshoot printers and Xerox machines
        • Network issues, paper jams
        • Advise users where to get toner replacement
      • Qualtrics Account creation, maintenance, support
      • Classroom Management
        • Updating classroom computers
        • Classroom Equipment databases
        • Troubleshooting classroom
        • Fixing classrooms
        • Swapping out machines
        • Fixing wall audio
        • Resyncing Crestron
        • Checking classrooms to make sure projectors are not turned on
    • Manage HelpDesk tickets (ZenDesk)
      • Create, update and close tickets for users
      • Keep users up-to-date with ticket status
    • Setup and deploy workstation to departments
      • Interface with Desktop and Telecom Support and Helpdesk Specialists
      • Client side Ghost configuration
      • Update/replace/remove software as needed by department requirements
        • Microsoft updates, DameWare, Deep Freeze, Adobe
      • Coordinate with departments and users for deployment
      • Help users with first time use of workstation (new users or new workstations)
        • Zencas, Colleague, E-mail, internet, printers



  • Requirements:
    • Bachelor’s Degree or equivalent experience in IT
    • Two+ years of experience as a Help Desk Analyst, preferably in an academic environment
    • Strong troubleshooting skills
    • Experience providing support for Microsoft Office and other business applications
    • Experience supporting mobile devices
    • Active Directory experience setting up and changing users preferred
    • Experience with Windows 10 / Windows 7
    • VPN and remote access troubleshooting
    • Attention to detail
    • Strong customer service orientation
    • Self motivated, with the ability to lead and manage students



  • Application Deadline: Until Filled
  • Start Date: Immediately
  • How To Apply:

    Please submit your (1) resume, (2) cover letter, and (3) statement of faith for consideration.

  • Name: Human Resources Director
  • Department: Human Resources
  • Address: Eastern Nazarene College, 23 E. Elm Avenue, Quincy, MA 02170
  • Phone: 617-745-3723
  • Email:

Eastern Nazarene College is a four-year Christian liberal arts college on Boston’s south shore. ENC offers a breadth of academic programs that prepare students to lead and serve in a diverse world by integrating the “best in education and the best in Christian faith.”  Applicants should be committed Christians and active in a local church. Preference in hiring is given to those with Wesleyan convictions and background, though qualified applicants from other Christian traditions will be considered as well.

Our benefits include health, dental, tuition benefits for employee and dependents, competitive retirement matching, generous paid time off, life and disability insurance, and more.  In addition, as a staff or faculty member in our multi-cultural and close-knit community, you’ll enjoy a variety of unique benefits as you play an active role in achieving our mission and supporting our community.

Mission Statement

The mission of Eastern Nazarene College is to serve God, the Church, and the World by providing a quality liberal arts education to students of all ages. Consistent with its Wesleyan heritage, ENC seeks to create and maintain an environment which awakens and fosters truth, righteousness, justice and holiness as made possible by God’s transforming grace through Jesus Christ.

Vision Statement

Embracing its multicultural and urban environment, ENC prepares students to lead and serve in a diverse world by integrating “the best in education and the best in Christian faith”.

Lifestyle Guidelines

Our lifestyle guidelines reflect the “Articles of Faith and “Agreed Statement of Belief” of the Church of the Nazarene and the Mission Statement of Eastern Nazarene College. The premise of our lifestyle guidelines is to exemplify such personal, moral, and religious conduct as shall be above reproach. This lifestyle premise is for everyone working and living on campus: students, faculty, staff, and administration. This lifestyle premise is a rationale for desirable behavior and attitudes. To be in accord with the purposes and spirit of the College and with the doctrines and standards of the Church of the Nazarene, our lifestyle practices exclude: drinking alcoholic beverages, engaging in sexual acts with anyone other than your spouse, viewing pornographic and violent videos/movies, using illegal drugs or misuse of prescription drugs, participating in gambling, or using tobacco in any form. The College also asks employees to follow dress code guidelines. The College expects all employees to live by this lifestyle premise. We ask for an understanding of the need for lifestyle standards, a good spirit in keeping them, and cooperative efforts in improving them. As ENC employees, we ask that you consider the larger picture that what we do and how we do it reflects on ENC and affects other people as well as ourselves. Our desire is to glorify God in all our efforts.