Service Desk Technician I

The University of Massachusetts Global (UMass Global) is a private, nonprofit affiliate of the University of Massachusetts. Accredited by WASC (Western Association of Schools and Colleges), the university offers undergraduate, graduate, credential, and certificate programs designed to be relevant to more than 90 career paths. UMass Global has ranked consistently among the best in the nation by U.S. News and World Report .

At the University of Massachusetts Global, we value the personal health and financial well-being of our employees. With our affordable and flexible benefit packages we aim to provide peace of mind to allow employees to focus on important aspects of their lives. Our benefits include:

Healthcare

Medical, dental, and vision plans - including health and flexible spending accounts - that cover you and your family.

Work-Life Balance

We encourage a healthy work-life balance, that’s why we offer flexible schedules and remote work opportunities. In addition, we provide generous vacation and sick time and 13 paid holidays which includes a winter break.

Financial Protection

For life's unexpected surprises - we provide life and disability insurance, prepaid legal, identity theft, critical illness, accident, and travel assistance. We also have programs to help you manage student debt offered through SAVI. Employees are also eligible for Public Student Loan Forgiveness.

Tuition Remission

We support the educational goals of you and your family by providing tuition discounts at UMass Global and Chapman University.

Wellbeing

24/7 counseling support, through our Employee Assistance Program, and free premium subscription to Calm for you and your dependents! In addition, our Wellness program provides year-round events that bring together our community and promotes employee well-being.

Retirement

Pre-tax and Roth options with a generous match of 6% and additional employer contribution of 3% - totaling 9%!

The Service Desk Technician must have excellent communication and interpersonal skills. They should be articulate and be able to speak clearly on the phone. They must be computer literate and be familiar with common office productivity software applications. Moreover, they must have excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions.
The Service Desk Technician will be the first responder to issues reported. This person will determine by prescribed methods when to move issues to level/tier II support. The Service Desk Technician will contribute to documenting processes within the department.
This position is a hybrid position.
The hiring range for this position is $22.88 - $27.00 per hour. Offers are determined by a variety of factors, including but not limited to: geographical location, knowledge, skills, years & depth of experience, and equity with internal team members.

TYPE OF SUPERVISION RECEIVED:

The incumbent will receive generalized and specific supervision.

POSITION DUTIES AND RESPONSIBILITIES:

Essential functions: 100% of time

• Responds to requests for technical assistance in person, via phone, electronically. All interactions will be logged via our Track It! ticketing system

• Diagnoses and resolves technical hardware and software issues.

• Escalates hardware issues to Tier II technicians as is appropriate. Identifies and escalates situations requiring

  urgent attention.

• Assists with the annual deployment of desktop computers according to guidelines

• Researches questions using available information resources and redirects problems to appropriate resources.

• Follows standard service desk procedures and advises users on appropriate action.

• Assists with documenting resolutions and updating the knowledge base.

• Escalates issues to the Service Desk Manager or Director of Client Services as is appropriate.

• Assists the Media Services department with offsite events as needed.

• Stays current with system information, changes, and updates.

• Other duties as assigned.

POSITION SPECIFICATIONS AND REQUIREMENTS:

Special Conditions of Employment: Work may require weekend and/or evening work. Need to be able to work flexible hours particularly given campuses’ extended hours of operation. Applicants for this position are subject to a criminal history review.

Previous Experience: Required:

• Strong quality customer service.

• Ability to work in changing environment and adjust to schedule changes.

• Ability to work independently and in a team environment.

• Ability to organize work in an efficient manner and to work well under stress and time pressures.

• 1+ years’ experience in a Level/Tier I service desk environment, providing phone and email technical

  assistance.

• 1+ years’ experience using issue tracking software.

• 1+ years’ experience using MS Office tools.

• 1+ years’ experience using both Windows and Mac operating systems.

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Desired Qualifications:

• Service desk training and certification desirable.

• Experience with Blackboard, Image Now, Banner, and other enterprise software.

• Ability to support Windows 10 and higher, Apple MacOS 10.13 and higher.

• Experience with enterprise utilities such as Active Directory, Remote Desktop Connection, etc.

• Ability to repair and support laser printers and multi-function printers.

• Ability to troubleshoot and if necessary, escalate network and connectivity problems ​

Knowledge and Education:

• Working knowledge of fundamental operations of relevant software, hardware and other equipment

• Knowledge of relevant call tracking applications

• Knowledge and experience of customer service practices

• Strong oral and written communication skills

• Related experience and training

  Machines, Tools, Equipment, Electronic Devices and Software:

  Standard office software and desktop devices

  License(s) and Certificate(s): None identified at this time.

  Contact with Students: Incumbent will have contact with students as part of this job assignment.

  Contact with Faculty and/or Staff: Incumbent will have significant contact with faculty and staff as a component of this position.

  Contact with Community and Vendors: Limited contact with the community and support needs and services from vendors.

Please Note: Internal Employees, please access the Career app on the Workday Dashboard homepage to apply for the position.

Equal Employment Opportunity – UMass Global is committed to providing an educational and work environment free of unlawful discrimination and harassment in any form. UMass Global prohibits all forms of discrimination and harassment on the basis of age, ancestry, color, religious creed (including religious dress and grooming practices), disability (mental and physical), marital status, medical condition, genetic information, military and veteran status, national origin (including language use restrictions), race, sex (including pregnancy, childbirth, breastfeeding, and/ related medical conditions), gender, gender identity, gender expression, sexual orientation, or any other characteristic protected by local, state or federal law.

Reasonable Accommodation – UMass Global provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the recruitment department at [email protected] .