Title: EDP Programmer I (Service Desk Specialist I)

Executive Area: Information Technologies

College/School/MBU: Information Technology

Department: IT Operations

Work Location: Amherst

Schedule: Full Time

Work Arrangement: Onsite

Job Summary

The Service Desk Specialist I (EDP I) assists members 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 chat. The Service Desk Specialist I documents all user communications in Service Desk ticket 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. Provides efficient and effective tier 1-2 technical support. 

Provides, estimates, or expedites the fulfillment of requests for service, or initiates corrective action and assists in 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. 

Uses appropriate knowledge bases, relevant research, and available tools to troubleshoot and resolve various technical problems or fulfill requests for service. 

Contributes to the IT knowledge base by writing and updating both publicly and privately facing documentation for supported software and services. 

Documents support activity, including communication, troubleshooting steps taken, issue resolution activities, and service request fulfillment procedures in ticket tracking system. 

Tracks and monitors unresolved problems, inquiries, requests, and tickets to ensure a timely resolution and the highest levels of customer satisfaction; Reviews work queues consistently throughout the day to prevent overdue and languishing tickets; escalates, reassigns, and resolves as necessary. 

Works with 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 with all of the policies and procedures associated with IT Service Management (ITSM). 

Recognizes and identifies potential areas where existing policies and procedures require change, or where new ones need to be developed and assist in implementing appropriate changes. 

Participates in the planning and deployment of new and upgraded services. 

Represents IT Service Desk at meetings and information planning sessions. 

Maintains an awareness of advancements in technology, such as hardware, software, and services, that will impact effectiveness across the enterprise and keep current with industry and ITSM best practices. 

Demonstrates capacity, skill and willingness to engage students and contribute to student success. 

Provides feedback and recommendations for support materials for UMass IT services (e.g., online and print documentation; video tutorials; presentations). 

Minimum Qualifications

High school degree with one (1) year experience with any 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 software. An IT-related including engineering associate or bachelor’s degree may be substituted for the required experience.

Valid driver's license.

Must have excellent customer service skills and the appropriate tact and diplomacy to project 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 analytical and organizational skills, with demonstrated attention to detail, and ability to follow detailed instructions and standard operating procedures. 

Ability to troubleshoot complex problems and use sound judgment when analyzing client questions to identify problems and determine the appropriate strategies for troubleshooting these problems. 

Must possess excellent oral and written communication skills, and able to accurately communicate with non-technical individuals on technical matters. 

Preferred Qualifications

Associate’s or bachelor’s degree preferred.

Customer service experience in a technical work environment is preferred. 

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; 10:30am - 7:00pm.

Required to work some nights and some weekends, but not expected to exceed 25% of working hours.

Salary Information

Pay Grade: USA/MTA Grade 14

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.