IT Support Technician (Contractor)

The Massachusetts Teachers’ Retirement System (MTRS) is the pension plan for the Commonwealth’s public-school educators. The plan provides retirement, disability, and survivor benefits to more than 71,000 recipients and maintains and services retirement accounts for over 102,000 active members and 35,000 inactive members.

Our agency mission is to ensure that members of the MTRS achieve and maintain a successful and secure retirement through responsible benefits administration, financial integrity and the provision of outstanding services.

GENERAL STATEMENT OF DUTIES

Reporting to the Chief Technology Officer (CTO) and senior IT staff, the IT Support Technician provides day-to-day technical support for approximately 125 staff, covering end-user devices, applications, and service desk operations. The IT Support Technician will gain hands-on experience across infrastructure, cloud platforms, end-user support, and vendor management — including Citrix, AWS, Microsoft 365, and Nutanix.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

· Provide daily technical support for Microsoft 365, MTRS web applications, and Commonwealth applications.

· Monitor and respond to service desk requests involving PCs, operating systems, printers, phones, and other hardware; log, track, and escalate tickets using Track-It under senior staff guidance.

· Maintain hardware and software inventory in Track-It, including assets that store Personally Identifiable Information (PII).

· Perform routine application updates, patches, and maintenance under senior staff guidance.

· Serve as the primary technical contact for vendor phone support and staff support requests; coordinate and escalate telephone equipment issues as needed.

· Assist with data center hardware and software inventory as directed.

· Participate in special projects as assigned.