Title: Technical Assistant III (Educ)
Executive Area: Academic Affairs
College/School/MBU: Other Academic Units
Department: Lib - Library Systems
Work Location: Amherst
Schedule: Full time
Work Arrangement: Onsite
Job Summary
UMass Amherst Information Technology 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. Desktop Support Technician plays an essential role in UMass Amherst Libraries that provides Tier 1 customer support through various channels such as phone, email, service requests, chat/remote assistance, and in-person assistance.
Essential Functions
Customer Service and Escalation Management:
Provide Tier 1 customer support through various channels such as phone, service requests, and chat/remote assistance.
Maintain a high-level of customer satisfaction by ensuring excellent communication and problem-solving skills.
Communicate effectively with the Triage Team lead and Senior Desktop Support Technicians to facilitate the resolution of service requests within set Service Level Agreement (SLA) standards of EDS Clients.
Technical duties and Issue Resolution:
Diagnose and troubleshoot connectivity issues, including network systems, applications, printers, workstations. Troubleshoot hardware and software issues related to desktops, laptops, printers, and peripherals.
Provide software, hardware, and service suggestions to clients based on tech trends and departmental standards. Assist in equipment planning, purchasing and installation.
Install, update, and maintain software applications, and perform system imaging, data recovery, and workstation lifecycle maintenance for IT clients. Set up MacOS and Windows workstations.
Training and Development:
Stay up to date with established and emerging network standards, PC operating systems, software applications, hardware platforms, peripherals, security practices, and industry certifications.
Documentation:
Accurately document and record all completed tasks and assignments.
Ensure accurate and up-to-date documentation of technical procedures, issue resolutions, and knowledge base articles.
Other Functions
Identify areas for process improvements and recommend strategies to enhance efficiency and effectiveness.
Performs other duties as assigned.
Minimum Qualifications
One (1) year of relevant experience, which includes: Hardware and software troubleshooting and repair.
Installation, maintenance, configuration and troubleshooting of workstation 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.
Excellent customer service skills with ability to provide support and engage with individuals at every organizational level, including members of the campus community, in a friendly, courteous, and professional manner.
Demonstrate proficiency in recognizing, investigating, and resolving technical issues, while offering end-user support across a range of technical applications, systems, and operating system challenges.
Some experience supporting users remotely either over the phone, through written instructions or with remote assistance software.
Knowledge or recent experience in installing and configuring computer hardware, operating systems, applications, and peripherals, in macOS and Windows environments and troubleshooting standard business productivity software and current macOS and Windows operating systems.
Knowledge or experience troubleshooting VPN clients and wired/wireless network configurations.
Ability to read and understand technical manuals, procedural documentation, and online vendor knowledge base articles.
Familiarity with information technology security functions and practices.
Excellent communication skills, both written and oral, especially as consultation and accurate communication with non-technical individuals on technical matters are required.
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.
Occasional availability during nights and weekends to carry out projects that require minimal downtime of production systems.
Valid driver’s license.
Ability to pass a Criminal Justice Information Systems (CJIS) background check.
Preferred Qualifications
Experience with M365 and Google environments.
Experience with JAMF, KACE, and multiuser environment imaging.
Technical certification (e.g., CompTIA A+).
Working Conditions
Work is performed in a standard office or indoor university environment and involves minimal physical exertion.
Work Schedule and Work Arrangement
Monday - Friday, 8:30 am - 5 pm.
Salary Information
Pay Grade: USA/MTA Grade 15
Click here to view the Classified Step Scale.
Special Instructions for 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.
This position will remain open for the time period required by any applicable collective bargaining agreement and will continue until a suitable candidate pool is identified. Interested applicants are strongly encouraged to apply early.