FUNCTIONAL TITLE: IT Support Technician (Contractor – 4 months)

LOCATION: Massachusetts Teachers’ Retirement System

500 Rutherford Ave., Charlestown, MA 02129

HOURLY RATE: $25-$30/hour (based on experience)

DATE OF POSTING: Wednesday, June 3, 2026

APPLICATION DEADLINE: Friday, June 12, 2026

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), the IT Support Technician – (“Contractor”) is responsible for installing, configuring, and maintaining staff desktops, laptops, printers/copiers, phones, and faxes. The Contractor serves as the primary technical support contact for approximately 125 staff across the agency.

Essential Duties and Responsibilities

Provide daily technical support for MS Office 365, MTRS web applications, and Commonwealth of Massachusetts applications.
Monitor and respond to service desk requests involving PCs, operating systems, network printers, copiers, phones, and other hardware.
Assign, escalate, and track service desk tickets with the Network Services Unit and Application Data Services.
Perform routine updates and maintenance on applications.
Maintain hardware and software inventory in Track‑It, including identifying assets that store Personally Identifiable Information (PII).
Support and maintain key systems (Track‑It, Fusion/RMS Records Manager, Interchange File Transfer System) with vendor assistance.
Apply patches, upgrades, and maintenance to supported systems and applications.
Serve as the primary technical contact for vendor phone support.
Respond to all technical phone support requests from staff.
Coordinate and escalate telephone equipment issues to vendors or internal technical staff.
Maintain data center hardware and software inventories and manage licensing records.
Prepare and distribute monthly service request reports from Track‑It.
Assist Network Services staff with network backups as needed.
Participate in special projects as assigned.

Required Education and Experience

Associate degree in IT, Computer Science, or related field preferred.
Microsoft 365 (MS‑900), CompTIA Network+, or similar certifications preferred.
Experience troubleshooting Windows PCs, printers, software, and basic network issues.
Familiarity with ticketing systems (Track‑It, ServiceNow, etc.) a plus.
2–3 years of IT support, help desk, or customer service experience preferred, including internships or co‑ops.

Necessary Knowledge, Skills and Abilities

Adherence to security policies and ability to safeguard sensitive data.
Basic understanding of LAN/WAN networks, VPNs, and common network protocols (TCP/IP).
Strong PC troubleshooting skills.
Proficiency with Microsoft 365 applications (Outlook, Word, Excel, PowerPoint, Access, OneNote, Teams).
Familiarity with computer viruses and general cybersecurity best practices.
Experience using service desk ticketing systems; Track‑It experience is a plus.
Strong listening and problem‑solving skills when supporting users.
Clear and concise written communication skills.
Ability to follow verbal and written instructions accurately.
Experience providing phone‑based technical support.

EXPECTED HOURS OF WORK

This is a four-month contractor position (July 6, 2026 – October 30, 2026) that offers no benefits other than earned sick leave. The contractor is required to report to the office five days per week for the approximately four-month contractor position. Hours of work are generally, Monday through Friday, 8\:00 AM to 4\:00 PM (30-minute lunch). This position may require extended hours.

APPLICATION PROCESS

Interested applicants must apply online through MassCareers at:

https\://massanf.taleo.net/careersection/ex/jobsearch.ftl?ftlcompclass=LoginComponent

Applicants are required to submit a cover letter and résumé to Robert Fabino, Chief Human Resources and Legal Affairs Officer, within the MassCareers portal. The cover letter must address why the applicant’s background and training would make him or her a good fit for the position of Contractor with the MTRS. (See MTRS website for background at www.mass.gov/mtrs) Applicants who do not submit a cover letter will not be considered. Selected applicants will be invited to take a test designed to evaluate their technical support skills.

The Commonwealth is an Equal Opportunity Employer and does not discriminate based on race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

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IT Support Technician (Contractor - Four Months)

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