About UMass Amherst
UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate, and professional degrees. The University sits on 1,450-acres in the scenic Pioneer Valley of Western Massachusetts and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region.
Job Summary
UMass Amherst Information Technology Enterprise Desktop Support (EDS) specializes in delivering solutions tailored to the unique needs of UMass Amherst departments and focuses on providing comprehensive management, support, compliance, and incident resolution for university-owned equipment. Senior Desktop Support Technician is responsible for providing advanced technical support to IT Enterprise Desktop Support customers in academic and administrative departments encompassing faculty, staff, and students, troubleshooting escalated complex desktop and software issues, and ensuring the security of the university-owned systems.
Essential Functions
- Provides customer support through various channels such as onsite visits, phone, service requests, and chat/remote assistance while maintaining a high level of customer satisfaction through excellent communication and problem-solving skills.
- Acts as an escalation point, assists Tier 1 technicians in resolving complex technical issues to maintain operational efficiency, and communicates effectively with the Triage Team Lead and IT Leads to facilitate the resolution of service requests resolutions within set Service Level Agreement (SLA) standards for EDS Clients.
- Diagnoses and troubleshoots escalated connectivity issues, including network systems, applications, printers, workstations. Troubleshoots hardware and software issues related to desktops, laptops, printers, and peripherals.
- Deploys, updates, and maintains software applications, and performs system imaging, executes data recovery, and manages lifecycle maintenance of workstations for EDS clients ensuring optimal functionality. Manages current versions of macOS and Windows workstations. Manages computers, users, groups, group policy, and provides maintenance and support related to Active Directory services. Tier 2 (intermediate) systems implementation, troubleshooting, and analysis.
- Explores, tests, and evaluates emerging technologies for potential adoption and implementation.
- Performs routine maintenance and repairs on desktop computers, mobile devices, and peripherals. Proposes and implements solutions to enhance operational efficiency. Collaborates with and assists the IT Lead with technical tasks and contribute to high-level projects. Effectively establishes priority and urgency levels for tasks to ensure timely and effective resolution.
- Stays up to date with established and emerging network standards, PC operating systems, software applications, hardware platforms, peripherals, security practices, programming languages, and industry certifications.
- Accurately documents technical procedures and knowledge base articles, and records all completed tasks and assignments.
Other Functions
- Identifies areas for process improvement and recommends strategies to enhance efficiency and effectiveness.
- Provides instructions to both new and existing users/clients on system features, capabilities, and policies.
- Performs additional assigned duties, which may include travel to various work sites using a motor vehicle and overseeing up to three (3) student employees.
Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)
- Two (2) years of relevant experience, which includes:
- Hardware and software troubleshooting and repair.
- Experience in installation, maintenance, configuration, and troubleshooting of current macOS and Windows operating systems, applications, and network client software.
- Associate degree or above can substitute for one (1) years of relevant experience. Education toward such a degree or diploma will be prorated on the basis of the proportion of the requirements actually completed.
- Valid driver’s license.
- Excellent customer service skills and experience supporting users at every organizational level in a courteous and professional manner through various modalities, including in person, remotely either over the phone, through written instructions or with remote assistance software.
- Demonstrated proficiency in recognizing, investigating, and resolving technical issues, while offering end-user support across a range of technical applications, systems, and operating system challenges.
- Experience or working knowledge of installing, configuring, and maintaining networked client software and operating systems, with a focus on software and hardware problem resolution and repair, and working knowledge in installing and configuring computer hardware, operating systems, applications, and peripherals in both macOS and Windows environments.
- Working knowledge of TCP/IP networking, managing shared resources, and ensuring security in networked environment. Familiarity with IT security functions and practices. Thorough knowledge or experience troubleshooting VPN clients, wired and wireless network on figurations.
- Aptitude to read and understand technical manuals, procedural documentation, and online vendor knowledge base articles for learning new software and resolving technical issues.
- Ability to work at a self-guided pace and as part of a team providing timely, high quality, customer-focused services to members of the campus community.
- Excellent communication skills, both written and oral, especially in consultation and accurate communication with non-technical individuals on technical matters are required.
- Occasional availability during nights and weekends to carry out projects that require minimal downtime of production systems.
Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)
- Experience with M365 and Google environments.
- Experience with JAMF, KACE, and multiuser environment imaging.
- Technical certification (e.g., CompTIA A+).
- Experience in managing redundant devices and ensuring high availability within Storage Area Networks.
- Familiarity with enterprise-level virtualization technologies with focus on high availability.
- Proficiency in implementing, maintaining, and troubleshooting networking.
- Proficiency in TCP/IP, networking, and related equipment implementation, maintenance, and troubleshooting is preferred.
Physical Demands/Working Conditions
- Ability to balance, carry, push/pull, stand, bend, climb, drive, reach, sit, twist, lift, and perform repetitive movement.
- Ability to lift 50 lbs. independently and manage heavier loads with assistance.
- Ability to lift, bend, reach, and crawl into small, enclosed spaces for the installation, service, and maintenance of technology-related equipment.
Work Schedule
- Monday-Friday; 8:30am - 5:00pm.
- Some off-hour/weekend work will be required to respond to critical Enterprise Services problems and modifications.
Salary Information
USA/MTA Non-Exempt Grade 16.
Special Instructions to Applicants
Along with the application, please submit a resume. References will be checked at the finalist stage. Please be prepared to provide contact information for three (3) professional references.
UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, caste, creed, sex, age, marital status, national origin, disability, political belief or affiliation, pregnancy and pregnancy-related condition(s), veteran status, sexual orientation, gender identity and expression, genetic information, natural and protective hairstyle and any other class of individuals protected from discrimination in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University. To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans. It is the policy of UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.