IT Helpdesk Student Assistant - Learn & Earn - Roxbury Community College

**Location:** 1234 Columbus Ave Roxbury Crossing, MA **Category:** Student **Job Type:** Per diem **Posted On:** Wed Oct 14 2026 **Job Description:** Department Information Technology Services (ITS) Position Title IT Helpdesk Student Assistant Position Level Level II - Intermediate Developmental Focus Apply & Contribute Economic Mobility Pathway Pathway 2 - Technology, Engineering & Smart Buildings Placement Type Learn & Earn Location On Campus Number of Positions 2 Learn & Earn positions Maximum Hours 18.5 hours per week 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. Learn & Earn Responsibilities * 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. Learn & Earn Eligibility * 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 designated supervisor. * Participate in required Learn & Earn professional-development and program activities. **Job Requirements:** 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. Learn & Earn Responsibilities * 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. Learn & Earn Eligibility * 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 designated supervisor. * Participate in required Learn & Earn professional-development and program activities. **Additional Information:** Student Learning & Professional Development Outcomes * Apply structured troubleshooting methods to common technology-support issues. * Develop experience using professional helpdesk and ticket-management processes. * Build technical knowledge related to hardware, software, devices, and user support. * Strengthen professional customer-service and technical communication skills. * Practice accurate technical documentation and issue escalation. * Develop understanding of cybersecurity, privacy, access control, and responsible technology practices. * Build workplace competencies in teamwork, accountability, time management, initiative, and problem-solving. Supervision & Scope of Role The IT Helpdesk Student Assistant works under the direct supervision of designated RCC Information Technology Services staff. The student may perform approved troubleshooting and technical-support activities after appropriate training but does not independently make cybersecurity, system-administration, access-control, data-governance, purchasing, infrastructure, or production-system decisions. Issues involving privileged access, sensitive information, Supervision & Scope of Role The IT Helpdesk Student Assistant works under the direct supervision of designated RCC Information Technology Services staff. The student may perform approved troubleshooting and technical-support activities after appropriate training but does not independently make cybersecurity, system-administration, access-control, data-governance, purchasing, infrastructure, or production-system decisions. Issues involving privileged access, sensitive information, security incidents, major system changes, or work beyond the student's training must be escalated to authorized IT staff. Advancement Successful completion of this Level II position may prepare students for advanced Level III student employment, technology internships, cooperative education, industry certifications, or employment in helpdesk, desktop support, systems, networking, cybersecurity, software, or other technology-related fields.