EDP Programmer I (Service Desk Specialist I)

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

TheService DeskSpecialistIassistsmembers of the UMass Amherst community (students staff and faculty) with a wide range of technology and IT account related questions in person over the telephone by email through the web or via Service DeskSpecialistIdocumentsall user communications inService Deskticket tracking system and uses sound judgment when analyzing client questions in order to fulfill service requests and identify problems determining appropriate strategies for troubleshooting/fulfillment and reassigning/referring the issue where appropriate.

Essential Functions

• Serves as a customer service representative for UMass IT providing timely responses to requests for IT technical support and service received via telephone e-mail web chat or in person. Providesefficientand effectivetier 1-2technicalsupport.
• Provides estimates or expeditesthe fulfillment of requests for service or initiatescorrective action and assistsin coordinating resolution of issues including but not limited to configuration of hardware software account management telephony IT services or escalation or reassignment of ticket to appropriate staff and departments when necessary.
• Usesappropriate knowledge bases relevant research and available tools to troubleshoot and resolve various technical problems or fulfill requests for service.
• Contributesto the IT knowledge base by writing and updating both publicly and privately facing documentation for supported software and services.
• Documentssupport activity including communication troubleshooting steps taken issue resolution activities and service request fulfillment procedures in ticket tracking system.
• Tracksand monitorsunresolved problems inquiries requests and tickets to ensure a timely resolutionand the highest levels of customer satisfaction;Reviewswork queues consistently throughout the day to prevent overdue and languishing tickets; escalates reassigns and resolvesas necessary.
• Workswith department representatives on-campus project managers outside contractors and other IT staff to create and monitor the timely completion of work and assure proper billing for services installed.

Other Functions

• Performs related duties as assigned or required to meet Department Executive Area/Division and University goals and objectives.
• Complies withall ofthe policies and procedures associated with IT Service Management (ITSM).
• Recognizesandidentifiespotential areas where existing policies and procedures require change or where new ones need to be developed and assist in implementing appropriate changes.
• Participatesin the planning and deployment of new and upgraded services.
• RepresentsITService Deskat meetings and information planning sessions.
• Maintainsan awareness of advancements in technology such as hardware software and services that will impact effectiveness across the enterprise and keep current with industryand ITSMbest practices.
• Demonstrates capacityskilland willingness to engage students and contribute to student success.
• Providesfeedback and recommendations for support materials for UMass IT services (e.g. online and print documentation; video tutorials; presentations).

Minimum Qualifications (Knowledge Skills Abilities Education Experience Certifications Licensure)

• High schooldegreewith one (1) year experience withany of the following:hardware and software troubleshooting and repair; installation maintenance and troubleshooting of workstation operating systems and applications; installation configuration and troubleshooting of network client IT-related including engineering associate or bachelors degree may be substituted for the required experience.
• Valid drivers license.
• Must have excellent customer service skills andtheappropriatetact and diplomacytoproject a positive image of IT and UMass to external as well as internal audiences.
• Ability to work successfully with diverse groups of technical and non-technical faculty staff vendors and students.
• Experience with operating systems and platforms and with hardware software and services that are in general use within higher educational institutions.
• Ability to operate computer and peripheral equipment.
• Strong analyticaland organizationalskills withdemonstrated attention to detailandability to follow detailed instructionsand standard operating procedures.
• Ability to troubleshootcomplexproblemsand use sound judgment when analyzing client questions to identify problems and determine the appropriate strategies for troubleshooting these problems.
• Mustpossess excellentoralandwritten communication skills and ableto accurately communicatewith non-technical individuals on technical matters.

Preferred Qualifications (Knowledge Skills Abilities Education Experience Certifications Licensure)

• Associates or bachelors degree preferred.
• Customer service experience in a technical work environment is preferred.

Physical Demands/Working Conditions

• Typical Office Activities.

Work Schedule

• Monday to Friday; 10:30am-7:00pm.
• Required to work some nightsandsome weekendsbut not expected to exceed 25% of working hours.

Salary Information

• USA Grade 14
• Non-Exempt Salary Ranges

Special Instructions to Applicants

Along with the application please submit a resume and cover letter. 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.