Senior Desktop Support Technician (EDP Programmer II)

About UMass Amherst

The flagship of the Commonwealth the University of Massachusetts Amherst is a nationally ranked public land-grant research university that seeks to expand educational access fuel innovation and creativity and share and use its knowledge for the common good. Founded in 1863 UMass Amherst sits on nearly 1450-acres in scenic Western Massachusetts and boasts state-of-the-art facilities for teaching research scholarship and creative activity. The institution advances a diverse equitable and inclusive community where everyone feels connected and valuedand thrives and offers a full range of undergraduate graduate and professional degrees across 10 schools and colleges and 100 undergraduate majors. We believe every member of our university community can contribute to our ongoing success by striving for the highest level of excellence as we seek breakthrough solutions to mounting environmental social economic and technological challenges in our world.

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. The Senior Desktop Support Technician (EDP Programmer II) 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 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) year 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 drivers 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 knowledge or experience troubleshooting VPN clients wired and wireless network configurations.
• 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 (and cover letter optional). References will be checked at the finalist stage please be prepared to provide contact information for three (3) professional references.

The University of Massachusetts Amherst welcomes all qualified applicants and complies with all state and federal anti-discrimination laws.