IT Help Desk Assistant

Confidential

Lawrence, Massachusetts permanent

Posted: January 30, 2026

Job Description

Lawrence Family Development Charter School

www.lfdcs.org

Strengthening families…building community

The IT Help Desk Assistant provides technical support to Lawrence Family Development Charter School (LFDCS) employees. This role is responsible for troubleshooting, maintaining, and supporting technology systems, applications, and infrastructure to ensure reliable and effective use of technology across the organization. Below are the responsibilities of this position:

Technical Support & Service Delivery

Provide timely technical support to staff via email, phone, and other electronic communication methods.

Troubleshoot and resolve end-user hardware, software, system, and network issues independently.

Configure and support software, devices, and user access, including creating and managing user accounts.

Document technical issues and resolutions for future reference and cross-training purposes.

Provide software-specific support, particularly for high-stakes testing platforms (e.g., MCAS, ACCESS, MAP).

Systems & Infrastructure Support

Configure and support internal and external networks, including cabling, cameras, and security devices.

Install, configure, and maintain servers, workstations, peripherals, and related systems.

Assist with firewall, wireless, VPN, VoIP, and network switch configuration and maintenance.

Operate personal computers and manage servers using applications appropriate to assigned duties.

Training, Planning & Projects

Train staff on the effective use of systems and applications.

Participate in IT-related projects and initiatives as assigned.

Collaborate with staff and leadership on strategic planning to improve systems for tracking, assessment, instruction, and operational efficiency.

Develop and recommend cost-effective technology solutions to enhance organizational performance.

Support program expansion and staff capacity through the effective use of technology.

Other Duties

Perform additional duties as assigned by the Director of Technology or members of the leadership team.

Required Experience & Qualifications:

Required Skills & Abilities

Ability to work independently and make sound recommendations aligned with organizational goals and technology strategy.

Strong analytical, problem-solving, and decision-making skills.

Excellent organizational, prioritization, and time-management skills.

Strong oral and written communication skills.

Exceptional customer service and documentation skills.

Ability to respond promptly to support requests via email, phone, and other electronic communications.

Self-motivated, detail-oriented, and adaptable with a strong ability to learn new technologies.

Ability to lift up to 25 pounds.

Education & Experience

Associate degree in Computer Science or a related field (preferred).

Minimum of 5 years of Help Desk experience, preferably in an education or human services environment.

Working knowledge of personal computers and office productivity applications.

Technical Knowledge (Preferred)

Microsoft Windows Server (2013), Microsoft SQL Server (2008)

Microsoft System Center Operations Manager

Cisco 2960 series switches and Cisco CAN

Netgear and Aruba network switches

SonicWall and Sophos firewalls (configuration, content filtering, VPNs)

Aerohive Wi-Fi configuration and management

VoIP systems (including Jive)

Security systems (e.g., Milestone, SmartView)

Timekeeping systems (e.g., EasyClocking)

Proficiency with email clients, web browsers, and FTP clients

Familiarity with education platforms such as Schoology, Rediker, and SNAP

Schedule: Full-Time, School-Year Position. Non-Exempt, 8 Hours Per Day

Reports to: Director of Technology

Lawrence Family Development Charter School does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, genetic information, or any other characteristic protected by law.

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