Help Desk Manager Jobs in Worcester, MA (NOW HIRING)

Here at Wilson Language Training, we are committed to working together for our mission to achieve literacy for all. We believe literacy is a fundamental right and should be attainable for all people. We strive to reflect this belief in our work.

The success of our team members is no less paramount. We’re dedicated to ensuring that every Wilson employee experiences truly satisfying professional development while feeling inspired to bring their authentic selves to work. Are you ready to be a changemaker?

Wilson Language training is growing and is looking to hire a Service Desk Intern. If you are a student or someone looking to learn and grow in the Information Technology space, this may be an ideal position for you.

Job Summary:

The IT Service Desk Intern provides technical support on hardware, software, and applications to internal staff across Wilson Language Training. Working under the direct supervision of the IT Service Desk Manager and senior team members, the intern learns and supports a broad range of computing technologies while gaining hands-on experience in a professional ITSM environment. This role is designed to build foundational IT competencies and prepare candidates for a full-time IT Service Desk Support Specialist position.

Essential Job Functions:

Under direct daily supervision:

• Provide technical support across hardware (laptops, desktops, mobile devices, printers/copiers, A/V equipment), software, operating systems, and applications.
• Respond to and resolve assigned tickets received through the Freshservice ticketing system in accordance with ticket priority rules; communicate action plans to end users professionally and promptly.
• Deliver exceptional customer service by communicating professionally, comprehensively, and promptly for all incidents and requests.
• Accept assigned tickets from SD Specialist II/III and IT Operations that are routine and well-defined, requiring limited complexity and guidance.
• Promote and contribute to the Service Knowledge Management System by documenting incidents, service requests, and resolutions reported via portal, phone, email, or Teams.
• Ensure hardware is properly documented, configured, and ready for operation; replace equipment as needed (laptops, desktops, peripherals).
• Maintain component supply inventory (keyboards, mice, cables) and create purchase requisitions as needed.
• Process inbound returned equipment; inspect for damage, update CMDB asset records, and stage devices for reimaging or disposal as directed
• Assist with routine printer maintenance, including toner replacement.
• Support the CMDB by updating asset information and configuration item changes; assist with inventory reporting, equipment procurement tracking, and logging new assets upon receipt — all under senior team oversight.
• Participate in the creation, maintenance, and review of technical documentation and knowledge base articles.
• Prepare outbound equipment shipments including laptops and peripherals for employee onboarding, offboarding, and equipment swap requests; ensure devices are properly wiped, packaged, and labeled prior to shipping
• Adhere to all IT Service Desk Policies, Processes, and SOC II compliance requirements.
• Works with IT Service Desk Support Specialist’s, IT Operations, and SD Manager to create, maintain and review technical documentation and knowledge base articles
• Understand and demonstrate Wilson Language Training’s core values.
• Perform other duties as assigned.

Minimum Requirements:

Skills:

• Proficiency with computer hardware and common desktop software
• Ability to troubleshoot, analyze, and solve technical problems with guidance
• Ability to manage multiple tasks and adapt to changing priorities
• Basic knowledge of networking concepts and Windows operating systems
• Effective Communication via Phone, Email, and Microsoft Teams
• Ability to work independently and as part of a team
• Strong attention to detail and organizational skills
• Working knowledge of Microsoft Windows and Microsoft 365
• Familiarity with macOS / iPadOS / Chromebook a plus

Education or Certification:

• Ideally enrolled in an IT related program in a vocational high school or college
• A+ Certification or active pursuit of A+ Certification is a plus

Experience

• 0–2 years of relevant IT experience; coursework or lab experience accepted
• Prior Help Desk or Technical Support experience in a Windows environment preferred
• Experience with an ITSM tool (Freshservice, ServiceNow, Remedy, etc.) a plus

Wilson has identified the anticipated pay range for this role based on the many factors that we consider in defining compensation levels for our roles, including market data, and internal equity considerations. Actual pay will vary based on geographic location, education, work experience, skills, market data, and internal equity considerations.

Anticipated Salary Range: $18 to $20 per hour

Wilson Language Training is an Equal Opportunity, Drug-Free Employer Committed to Diversity in the Workplace.