Title: EDP Programmer II (Senior Desktop Support Technician)

Executive Area: Administration and Finance

College/School/MBU: A&F Information Technology

Department: A&F Information Technology

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. The Senior Desktop Support Technician (EDP Programmer II) is responsible for providing advanced technical support to IT clients 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

Customer Service and Escalation Management: 30%

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 IT teams to facilitate the resolution of service requests resolutions within set Service Level Agreement (SLA) standards.

Technical Duties and Issue Resolution: 50%

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 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 their supervisor with technical tasks and contributes to high-level projects. Effectively establishes priority and urgency levels for tasks to ensure timely and effective resolution.

Operates university-owned motor vehicle to travel to various work sites.

Training, Development and Documentation: 10%

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

Other Functions: 10%

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

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 towards such a degree or diploma will be prorated on the basis of the proportion of the requirements actually completed.

Valid driver’s 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 practices. Thorough 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.

Ability to pass 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+).

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.

Working Conditions

Work is primarily performed in an indoor university environment and involves lifting and transporting materials or equipment and general physical activity, including prolonged standing, walking, or assuming low postures.

Work Schedule and Work Arrangement

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

Pay Grade: USA/MTA Grade 16

Click here to view the Classified Step Scale

Special Instructions for Applicants

Along with 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.