Senior Helpdesk Coordinator and Hardware Technician
Summary of the Position
The IT Help Desk provides telephone, on-line and in person customer support in the troubleshooting of IT related issues with both Bentley issued computers and personal computer devices. This person is the point of contact for computer manufacturers that Bentley contracts with to resolve warranty and non-warranty failure situations on Bentley issued computers in the undergraduate Mobile Computing Program.
This position is responsible for creating and triaging tickets as well tracking and solving computer hardware and software issues for faculty, staff and students.
This position is also responsible for the component level warranty and non-warranty repairs (including system board and LCD replacements) of the 4,000 notebook computers distributed through Bentley University Mobile Computing Program. This person works directly with computer re-sellers and manufacturers to procure parts, schedule repairs, maintain adequate levels of notebook computer parts and insure minimal downtime to users.
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 and on-line computer manufacturer certification 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.
Minimum Qualifications(Education and Experience Requirements)
Associates Degree and CompTIA A+ certification required. Two years experience supporting hardware and software in a Windows and Mac computing environment is required. Experience in component level hardware repair of Lenovo, HP, Dell and Mac notebooks preferred. Strong interpersonal and customer service skills are critical to this position. Advanced technical working knowledge of Windows 10 and MAC Operating Systems and Registry. Advanced knowledge in MS Office 2016/Office 365 (including Teams, Sharepoint) in an enterprise environment. Strong logic and reasoning skills as they pertain to troubleshooting system failures are key components to success in this position.
The person lifts notebook computers frequently. The position may stand for several hours while training student workers and setting up notebook computers. The position also may sit for several consecutive hours while repairing equipment and helping students.
During peak demands this person must be capable of lifting up to 50 pounds and moving equipment on and off shelving and on and off delivery trucks.
Bentley University is an Equal Opportunity Employer, building strength through diversity.