IT Client Support Specialist

Apply now Job no: 521609
Position type: Staff Full Time
Campus: UMass President's Office
Campus Location: Beacon Street-Boston
Department: UITS-Client TechnologyServices
Categories: Information Technology
Advertised: Eastern Standard Time
Applications close:

Job Summary:

We are seeking candidates with strong customer service skills to join the Client Technology team for the UMass President’s Office at our One Beacon Street, Boston, offices.  The Support Specialist will enable the University President and the Executive Office staff to be productive and effective in using technology in their work. While the environment is primarily Windows 10 based, Apple, Mac OS, and iOS support expertise is a plus. Expertise with Audio Visual a plus.  Reporting to the Manager of Client Support, s/he will be responsible for providing concierge-style support for laptops, tablets, smartphones, conference room/AV equipment and software, personal productivity software, specialized business applications, and any other technology needs for the executive staff. S/he will provide 1-1 technology training and coaching, ensure enhanced data and device security measures are effective. 

The candidate must possess excellent customer service skills and work effectively as part of a team.  S/he will work closely with the senior team member at the downtown Boston location to provide backup and daily IT support for staff at that location.  S/he will also work with other UITS teams as needed.  To be successful in this role, applicants must display a high degree of judgment, discretion and confidentiality regarding access to and protection of sensitive and confidential information as well as demonstrate the following characteristics: professional, pleasant and patient demeanor, initiative and self-starter to anticipate needs and prevent disruptions; attention to detail and work quality; effective communication and documentation skills and the ability to work in a fast paced environment and remain calm in a crisis.

Essential Functions:

The Specialist will act as an advocate for the President and his Executive Office staff to ensure technology is enhancing their productivity, while also displaying an ability to maintain confidentiality and exercise discretion at all times.  Support will either be in-person or remote as needed. Local travel is periodically required, especially to other UMass campuses across the state. There will be periodic early morning, evening and weekend support and project work. Specific responsibilities include: 

Executive Technology Support: 

  • Support executive staff computers, mobile devices, printers, IT applications, and network connectivity 
  • Support onboarding of new executive staff  
  • Support technology-related sensitive and highly confidential activities 
  • Respond to, enter and update tickets using the current ticketing system 
  • Escalation of and advocacy for Beacon St. site technology needs  
  • Proactive and preventative maintenance and support of technology devices to minimize disruptions 
  • 1-1 technology coaching and training on new services and devices 
  • Implement continuous improvements to IT service delivery based on customer feedback 
  • Document and assist in cross-training of IT colleagues on how to support the Beacon St. environment 
  • Provide IT support for all staff at Beacon St. site 
  • Handle technology equipment provisioning, maintenance, and secure disposal 
  • Liaison with other IT teams, facilities, and vendors to ensure smooth delivery of IT services for Beacon St. staff

Conferencing and Meeting Support: 

  • Setup and live meeting support for web conferencing with remote participants in meeting rooms with embedded AV equipment and software-based conferencing from computers and mobile devices 
  • Preventative maintenance to ensure conferencing spaces operate smoothly 
  • 1-1 coaching to ensure executive staff can have successful conference meetings under a variety of conditions, locations, and equipment 
  • Provide live support for executive level remote meetings, for example Board meetings

Other Functions:

  • Other duties and responsibilities as required

Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience):

  • 2+ years of experience in a customer support role
  • 2+ responding to customer inquiries on products or services.
  • 2+ years of experience supporting Mac OS computers and iOS mobile devices 
  • 2+ years of experience supporting Windows computers, Android mobile devices, and network (LAN/WiFi/Wireless) connectivity within a corporate environment. 
  • Experience supporting standard productivity corporate software packages such as Microsoft Office 
  • Experience supporting web conferences and meetings 
  • Integrity, discretion, and respect for confidential information are absolutely essential
  • Strong organizational and judgment skills  
  • Ability to build and maintain strong customer relationships 
  • Ability to multi-task, manage time and follow through with assignments 
  • Excellent written and oral communication skills

Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience):

  • Associate’s degree or equivalent experience 
  • 5+ Years of experience providing client IT support including to executive level clients and their assistants
  • 2+ years of experience supporting Audio/Visual and web conferencing needs 
  • Certified in Apple technology support and/or training 
  • Certified in Microsoft technology support and/or training 
  • Able to manage urgent high-pressure situations calmly and professionally 
  • 1+ years of experience training and/or coaching individuals how to use technology and devices.  
  • Familiarity with networking principles, Zoom, KACE, Sophos, Active Directory Domains, OneDrive, Dropbox, Microsoft 365, Slack, Microsoft Intune/AutoPilot, Azure AD, Adobe

Working Conditions:

  • Position is based in Boston, MA but must be able to travel occasionally to all UMass campuses and the Shrewsbury office location – limited work from home
  • Typical office environment 
  • Must be able to bend, lift at least 25 lbs., crawl under tables, stand on ladders to reach projectors 
  • Must be available for occasional early morning, evening and weekend work to support project deployments or special events

Additional Details:

Salary commensurate with experience up to $75,000.

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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.