CASU - IT Systems Support Specialist

Apply now Job no: 493957
Position type: Staff Full Time
Campus: UMass President's Office
Department: IGS-Central Admin
Categories: Donahue Institute
Advertised: Eastern Standard Time
Applications close: Eastern Standard Time

Primary Work Location (City/State/Home): 100 Venture Way, Suite 9, Hadley, MA 01035
Normal Work Schedule:

Standard full-time work schedule consisting of five, eight-hour days (40 hours) each work week.  Work performed in addition to the regular work hours may be necessary and may require a change in availability at specific times, to accommodate variations in work demands.

Job Summary: The UMass Donahue Institute (UMDI) Central Administrative Services Unit (CASU) provides a wide variety of resources and support services to the leadership and business groups of UMDI in areas including: marketing and communications; business development; accounting; human resources; IT; and web and print design. Under the direction of the Information Systems and Technology Manager, the Information Technology Support Specialist helps maintain the day-to-day technology operations for the UMDI central office and its eight business units. The primary location of this position is Hadley, MA.  There is some statewide travel involved particularly to Shrewsbury, Brockton, and Boston, MA.
Essential Functions:

Responsibilities include, but are not limited to, assisting the Information Systems and Technology Manager with:

  • Troubleshooting, repairing and upgrading mission critical PC and Mac computers, peripherals, and mobile devices.
  • Installing, troubleshooting, and upgrading software applications and operating systems on network attached computers.
  • Installing computer peripherals.
  • Setting up software and operating systems to allow computers to connect to the University network and computing resources.
  • Performing system imaging and computer lifecycle maintenance.
  • Diagnosing and troubleshooting connectivity problems including, but not limited to: problems involving networking; malware; operating systems; applications; servers; printers; computers; and cabling.
  • Monitoring and tuning computer performance.
  • Keeping current with relevant issues and trends in areas including: information security practices; common attack vectors; established and emerging network standards and protocols; PC and Mac operating systems; software applications; hardware platforms and peripherals; and industry certifications.
  • Researching and providing input to the Information Systems and Technology Manager regarding potential software, hardware, and service upgrades and enhancements. Stay abreast of current hardware, software, and service technology trends and assess their usefulness and appropriateness to UMDI.
  • Participate in the planning, installation, and expansion of local area network systems, equipment and services.
  • Create and document standard operation procedures for UMDI IT systems (local and remote).
  • Accurately document and recording work performed.
  • Maintain and update an active inventory asset list.
  • Work both independently and in a team setting, and with varying amounts of support, as project assignments may require. Project assignments may vary and are made at the discretion of the Information Systems and Technology Manager.
Other Functions: 
  • Perform other related duties as assigned.
  • Assist the Information Systems and Technology Manager with IT/AV tasks for major conferences and events.
Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience):
  • Undergraduate degree or professional training/certification in Information technology areas.
  • Minimum of one year experience with hardware and software troubleshooting and repair including installation, maintenance and troubleshooting of computer operating systems and applications.
  • Demonstrated ability to meet the demands of complex, production-oriented environments where timeliness and availability of information is critical. Able to work effectively to resolve problems under stressful conditions where the rapid restoration of normal operations is critical.
  • Excellent communications and customer service skills, both written and oral, especially as related to consultation and accurate communication with non-technical individuals on technical matters, often in remote locations.
  • Demonstrated attention to detail, ability to follow detailed instructions, make independent judgments, and strong technical analytic abilities. 
  • Must be able to move, transport, and position objects and equipment weighing up to 50 pounds. 
Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience):
  • Experience working with multiple computer systems in a networked client/server environment. 
  • Working knowledge of TCP/IP networking, the management of shared resources in a networked environment, and security management.
  • Relevant professional certification(s) such as: MCSE, CCNA, A+, Network+.
  • Experience with Microsoft Windows, MAC OS, iOS, Android, Microsoft Suite and imaging.
Working Conditions:
  • Environment is a busy, open office area resulting in multiple interruptions and requests for assistance. 
  • Must be able to move about the office facilities while transporting office machinery.
  • Required to operate a computer and other office productivity machinery.
  • Occasional travel (25%) throughout the Commonwealth of Massachusetts. Must be able to so independently.
  • Must be able to move, transport, and position objects and equipment weighing up to 50 pounds. 
The physical/mental demands and work environment factors described above are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Additional Details:
  • This position may be funded by grants and/or contracts, and is contingent upon funding.
  • This is a full-time benefited position.
  • No relocation assistance provided
  • Any job offer within the President's Office is specifically conditioned upon the potential candidate consenting to and successfully completing a background review.


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The University of Massachusetts is an Equal Opportunity/Affirmative Action, Title IX employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, ancestry, age over 40, protected veteran status, disability, sexual orientation, gender identity/expression, marital status, or other protected class.