Help Desk Coordinator II

Waltham, MA
Mar 07, 2017
Administrative Jobs
Institution Type
Four-Year Institution

Bentley University

Posting Details

Position Information

IT Client Services, Help Desk

Employment Type

Summary of the Position

The Bentley Computing Services Help Desk provides software and hardware support to faculty, staff, and students on the Bentley campus. This includes front-line support of the 4,000 laptops in the student Mobile Computing Program. The Help Desk supports telephone, e-mail, web-based and face-to-face customer interactions. This position's primary responsibilities include: Management and administrartive tasks associated with student Help Desk employees, including hiring, developing, monitoring, evaluating, and overseeing training plans for up to 40 student staff. Supervision of the physical Computing Services Help Desk space within the Bentley Library. Friendly, courteous and professional facilitation of computing hardware, software, and training requests. The position requires telephone support and one-on-one consultation for the purpose of operational support of Bentley approved or owned hardware and software. This position is responsible for entering tickets, triaging, tracking and solving computer hardware and software problems for all faculty, staff and students. This position requires a person who combines a reassuring demeanor, solid analytical skills, attention to detail and experience with complimentary technical skills in the area of PC computing. This person must be able to communicate well with clients, write effectively and clearly, and must combine knowledge and appreciation of higher education business priorities with knowledge of Microsoft Windows and Microsoft Office Applications.

Minimum Qualifications(Education and Experience Requirements)

High School diploma or equivalent required. Minimum of 2-4 years working in a technical PC related field on a customer service help desk. Knowledge of Microsoft Exchange Software, Phone Systems, Experience in Windows 7/10 and iOS troubleshooting required. Experience with MS Office required. Active Directory and HTML preferred. Excellent communications skills and a proven track record of courteous and efficient technical customer service. Experience supervising student employees.

Preferred Qualifications

Bachelor's degree preferred.

Physical Demands

Capable of lifting up to 50 pounds and standing/sitting for up to 5 hours on the phone and at a counter. The majority of this job requires communication with customers. Clear communication skills are essential.

Posting Detail Information

Posting Number

Special Instructions to Applicants

Academic Year: Monday – Friday, 10:00 a.m. – 6:00 p.m.
Summer Hours: Monday – Thursday, 9:00 a.m. – 6:30 p.m.

Bentley University requires reference checks and may conduct other pre-employment screening.

Bentley University is an Equal Opportunity Employer, building strength through diversity. The University is committed to building a community of talented students, faculty and staff who reflect the diversity of global business. We strongly encourage applications from persons from underrepresented groups, individuals with disabilities, covered veterans and those with diverse experiences and backgrounds.

We strive to create a campus community that welcomes the exchange of ideas, and fosters a culture that values differences and views them as a strength in our community.

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * Do you possess a minimum of a high School diploma or equivalent?
    • Yes
    • No
  2. * Do you possess a minimum of 2 years of experience working in a technical PC related field on a customer service help desk?
    • Yes
    • No
  3. * Do you possess a minimum of a bachelor's degree?
    • Yes
    • No

Documents Needed To Apply
Required Documents

  1. Resume
  2. Cover Letter

Optional Documents
Bentley University is an Equal Opportunity Employer, building strength through diversity.


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