Desktop Support Consultant (two positions available), IT Client Services

Location
Boston, Massachusetts
Posted
May 26, 2017
Administrative Jobs
Technology, IT Support & Training
Institution Type
Four-Year Institution

The Desktop Support Consultant (two positions available), within the Client Services team of the Division of Information Technology, will provide a full range of desktop and service desk support services, focusing on delivering excellent IT support to UMass Boston faculty, staff and students.  The incumbent will assist others with using IT effectively to support their work and their learning at the University.  Issues addressed on a daily basis will range from routine password reset requests to more in-depth system diagnostics and problem resolution. This position provides exposure to a broad range of IT-related projects and activities. Duties include, but are not limited to:

  • Image, install, configure, upgrade and/or test end-user hardware, software and peripherals for both Windows and Macintosh platforms;
  • Build positive relationships with customers and deliver timely, courteous and knowledgeable customer support through office visits, at the walk-in desks, over the phone and/or through the use of remote troubleshooting tools;
  • Troubleshoot end-user issues with wireless and wired network connectivity;
  • Promote safe computing practices by encouraging the use of backup and anti-virus utilities, and by monitoring for endpoint security issues;
  • Take ownership of technical issues, working with other individuals and teams as needed, to resolve more advanced issues;
  • Accurately record issues, actions taken, results, and solutions into the ticketing system; update ticket documentation to assist in information sharing within the team;
  • Capture and maintain accurate knowledge base content (internal and customer facing);
  • Help other team members by being approachable, sharing information, cross-training, and otherwise ensuring that the team is well prepared to help customers with a wide array of issues;
  • Organize, manage, and participate in technology and operational projects;
  • Participate in the training and supervision of student employees;
  • Perform other duties as assigned.  


Requirements:

Bachelor's Degree and a minimum of three-five (3-5) years of providing technical support in a professional or higher education setting, with a diverse user community required.  An additional four years of the above work experience can be substituted for the required Bachelor's Degree.  

  • Knowledge of Macintosh and Windows Operating Systems, common applications and utilities;
  • Knowledge of basic networking and related troubleshooting;
  • Strong interpersonal skills which facilitate positive working relationships with both co-workers and end users;
  • Strong oral and written communication skills for personal interaction with end users, written reports, documentation and call ticket tracking;
  • Desire and willingness to work with end-users and provide high-quality customer service to people at all levels in a university setting;
  • Strong problem solving skills;
  • Strong commitment to customer service.


Additional Information:

The University of Massachusetts Boston is committed to providing a safe and secure environment that is supported by qualified employees for all of its students, faculty and staff to carry out the University's teaching, research and public service missions.  As a condition of employment, the University will conduct appropriate background check reviews.  For more information, please see the University of Massachusetts Boston campus policy and procedures for employee background reviews:

https://hr.umb.edu/uploads/documents/Background_Check_Policy_october_2015_FINAL_revised_9_16_15.pdf


Application Instructions:

Please apply online with your resume, cover letter, and list of three professional work references.

  • Professional Union. 
  • Full time. Benefited.
  • Unrestricted funding.
  • Grade 30, salary associated to Grade 31 (see link below for salary chart).

https://www.umb.edu/editor_uploads/images/hr/ProfessionSalaryRanges2007.pdf 

Only Internal Professional Bargaining candidates will be considered during the first 7 business days of the posting.  All other candidates will be considered after that period. 

Closing date for applications: June 26, 2017.

The University of Massachusetts Boston provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, gender identity or expression, age, sexual orientation, national origin, ancestry, disability, military status, or genetic information. In addition to federal law requirements, the University of Massachusetts Boston complies with applicable state and local laws governing nondiscrimination in employment in every location in which the university operates. This policy applies to all terms and conditions of employment. Among the procedures which may be used to select personnel to fill vacant positions are review of work experience, reference checks, and interviews. All appointments and promotions will be effective on a Sunday.