Systems Support Technician, C​/W MARS, Inc. (Worcester

The Systems Support Technician is a team-oriented position that assists in the administration of C/W MARS’ software and services and provides high quality technical support to C/W MARS staff and staff of the 167 libraries that belong to the C/W MARS library network. This position is located in Worcester, MA and eligible for a hybrid work schedule after the initial training period.

Staff are required to work a minimum of one day per week on-site as well as occasional travel to member libraries throughout Massachusetts.

• Technical Assistance: Provides technical support to member libraries and C/W MARS staff for computer, software, equipment and network issues. Troubleshoots problems and works with third party vendors as required.
• Help Desk Support: Monitors and responds to tickets and phone calls, logs and tracks issues, provides status updates, performs troubleshooting, reports and resolves issues in a timely manner.
• Computer/Network Support: Assists users with computer networking problems. Install. configure, and upgrade hardware, software and network connections remotely and on-site as needed.
• Equipment Maintenance: Monitors and schedules firmware upgrades on all Meraki equipment.
• End User Training: Provides training and webinars for member library staff in the use of CW MARS optional services and software.
• End User Documentation: Creates and maintains end-user documentation.

• Excellent communication skills and demonstrated ability to provide high quality customer support for technical issues, working with users at all levels, requiring strong problem-solving and communication skills.
• Experience using a helpdesk ticketing system, providing end user support and working in a team environment.
• Bachelor's degree in a related field desired, or an equivalent combination of education and experience.
• Ability to be self-motivated, to exercise initiative and independent judgment, to solve problems with minimal assistance, and to prioritize tasks in a busy support environment.
• Experience in server administration, computer networking and cybersecurity best practices.
• Experience and working knowledge of Windows and UNIX/Linux operating systems.
• Experience using Envisionware, Google Workspace, Zoom, Kaseya One VSA and Last Pass desired.

Interested applicants should submit a cover letter and resume as a single PDF attachment by email to resume with the subject line:
Systems Support Technician. Position is open until filled, and preference will be given to applications received by noon on Friday, February 6th.