Help Desk Coordinator II

Waltham, MA
Sep 19, 2017
Administrative Jobs
Technology, IT Support & Training
Institution Type
Four-Year Institution

Bentley University

Posting Details
Position Information

IT Client Services, CMPTR RSRC CTR

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, supervision of the physical Computing Services Help Desk space within the Bentley Library, and 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 and experience with complementary 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, iOS and Microsoft Office Applications.

Essential Functions

Primary responsibility is for entering, triaging where appropriate and the ultimate resolution of operational problems, questions and requests that come to the Help Desk system via telephone, e-mail, voice-mail, web and in-person requests. This position is responsible for rectifying both hardware and software related issues. In this capacity, the technician is responsible for timely troubleshooting, diagnosis and repairs of all manner of PC and peripheral problems. Communication with clients and/or other IT staff members toward the resolution of the above problems is critical to the position.

This position's responsibilities may include management and administrative tasks associated with student Help Desk employees, including: hiring, developing, monitoring, evaluating, overseeing training plans and terminating up to 25 student staff.

Interaction with the Bentley university user community. This will also include one-on-one training for users. The Coordinator will undertake the education of clients on an as needed basis as a result of Help Desk tickets.

Training, education and awareness of emerging technologies. The technician will be required to learn and become proficient diagnosing and utilizing new technologies as they become integrated with the computing environment at Bentley University. This will include off-site training, ongoing certification, and awareness of techniques and methods used to repair new equipment and technologies, including maintenance and upkeep of all necessary utilities, software and hardware required for service operations of the Help Desk.

This position requires management of operational elements of the Help Desk. This includes maintaining the call center phone system and campus wide knowledge base. These elements will require contact and effective communication with third party support vendors.

Maintenance and upkeep of all necessary utilities, software and hardware required for service operations of the Help Desk. Knowledge of Linux, VOIP Phone Systems and various computing environments preferred.

Development, implementation and documentation of projects on an as needed basis for the Help Desk.

Minimum Qualifications(Education and Experience Requirements)

High School plus minimum of 2-4 years working in a technical PC related field on a customer service help desk.

In depth knowledge of Windows and Mac OS, Microsoft Office and Active Directory required. Knowledge of Microsoft Exchange, phone systems, helpdesk or customer service ticketing systems and HTML preferred.

Excellent communication skills and a proven track record of courteous and efficient customer service.

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

Please Note
Academic Year Hours: Sunday through Thursday, 12 P.M. – 8 P.M.
Summer Hours: Tuesday through Friday, 11 A.M. – 9 P.M.

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * Do you have advanced knowledge of Windows 10, MAC OS, and Microsoft Office?
    • Yes
    • No
  2. * Are you physically capable of moving 30 laptops at once and setting them up?
    • 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.