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.
Duties & Responsibilities
•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
Qualifications
•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, KaseyaOne VSA and LastPass desired
Full/Part Time
Full Time
Education
BA/BS
Salary Range
$46,215.00 - $48,575.00 / yearClosing Date
How to Apply
See full job posting details on our website.
Interested applicants should submit a cover letter and resume as a single PDF attachment by email to resume@cwmars.org 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.
Posted
2026-01-12 | Quick link to this job