Worcester Polytechnic Institute · 1 month ago
IT Support Analyst
Worcester
Full-time
Hybrid
New Grad, Entry Level
$21.25/hr - $26.01/hrWorcester Polytechnic Institute is seeking an IT Support Analyst to assist users with the operation and repair of computer systems and other technological equipment. The role involves troubleshooting, providing solutions to technical issues, and ensuring the successful resolution of incoming incidents and service requests.
CommunitiesEducationHigher EducationSTEM Education
Responsibilities
Provide front-line in-person, phone and e-mail support to WPI faculty, staff and students to provide solutions to technical issues
Develop and implement technical procedures effective in quickly addressing user’s issues to 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
Provide support for first call resolution, including proper triage of incidents, troubleshooting, documentation of relevant information, and use of solutions knowledgebase. Route/escalate all issues requiring tier 3 assistance appropriately as needed
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. Tasks include monitoring printer and media supplies
Accountable reconciliation of sales made using the Point of Sales system
Responsible for the library laptop loaning pool to include routine maintenance, inventory, and laptop loans
Provide excellent customer service to all members of the WPI community to maintain and improve user satisfaction
Provide Tier 1 and 2 support as needed
Work on IT Project teams as needed
Provide IT orientations for various events across campus as needed
Other duties as required by supervisor
Qualification
Required
Associates Degree in CS related field or equivalent demonstrated by experience
Good communication skills and the ability to deal with users of various levels of computer literacy and technical competency are essential
Flexibility with shift work and ability to work overtime when needed. Main shift will be from 8:00am to 5pm Monday through Friday during the academic year. Shift may adjust based on Library's open hours when school is not in session
Experience supporting current versions of Windows, Mac OS, and Office 365 in a networked environment as well as a working knowledge of PC hardware and configuration issues
Knowledge of networking and internetworking concepts as well as wireless networking configuration experience required
Must be detail-oriented, possess good problem-solving skills, and be able to work independently
Preferred
Knowledge or experience with the use of Cherwell, LINUX, Remote Assistance tools, and malware detection and removal tools is desirable
Company
Worcester Polytechnic Institute
WPI is a private technological university that offers research facilities and a community of students and members.
Founded in 1865
1001-5000 employees
H1B Sponsorship
Worcester Polytechnic Institute has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (23)
2024 (17)
2023 (15)
2022 (18)
2021 (24)
2020 (21)
Funding
Current Stage
Late StageTotal Funding
$63.43MKey Investors
National Science FoundationUS Department of EnergyARPA-E
2025-07-25Grant· $0.4M
2024-09-26Grant· $1M
2024-08-21Grant· $2M
Leadership Team
Beth Phalen
Member Board Of Trustees
Cynthia J. Pellegrino
Director of Human Resources
Recent News
WBJournal.com
2026-01-17
2025-11-12
Company data provided by crunchbase