Skip to main content

This job has expired

Technical Assistant III (Educ)

Employer
University of Massachusetts Amherst
Location
UMass Amherst

View more

Administrative Jobs
Technology, IT Support & Training
Employment Type
Full Time
Institution Type
Four-Year Institution

Job Details

Technical Assistant III (Educ)

Job no: 501215
Work type: Staff Full Time
Location: UMass Amherst
Department: Enrollment Management Ops
Union: USA/MTA
Categories: Administrative/Office Support, Computer & Information Technology

About UMass Amherst

UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts, and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region.

Job Summary

Provides technical support to end users from eight departments within division of Enrollment Management, conducts technical analysis and troubleshooting of computer systems and applications, to maintain daily operation of the division of Enrollment Management.

Essential Functions

  • Support, train and troubleshoot
    • Performs tier one, initial point of contact, end-user support to staff from eight departments that fall under the Enrollment Management budgetary unit. Types of support include troubleshooting malfunctions or difficulties in using computer and network equipment, problems with printing, hardware and software configuration, network connectivity, system instability, hardware malfunction, memory configuration and operation system failures.
    • Working with the Server & Endpoint Operations Manager, as needed, for resolution, to coordinate the prioritization and resolution of computer technical problems throughout Enrollment Management.
    • Provides field training to users on operation systems and desktop applications and upgrades.
    • Assists with Enrollment Management’s employee onboarding and off boarding procedures.
  • Installation and configuration of hardware and software
    • Configures, installs, and maintains computer equipment and software programs including computer set-ups per departmental and unit standards; responsibilities include software installation, upgrade and/or configuration, hardware replacement, troubleshooting and configuration, network configuration, application of fixes, patches and upgrades, documentation of all configurations and installations.
    • Determines software needs and coordinates deployment of imaged systems with end users.
    • Operates a motor vehicle to transport equipment, office supplies, and miscellaneous parcels, documents and delivers items to various sites on and off campus for Enrollment Management IT.
  • Research hardware, software for purchase & testing
    • Assists with research on new hardware and software and/or upgrades.
    • Diagnoses and resolves systems problems and coordinates with vendors for replacement parts as needed.
    • Tests new system images, reports problems and makes recommendations to deployment images.
  • Asset Inventory and disposal
    • Keeps the asset inventory records up to date following all University and Enrollment Management policies related to equipment receiving, naming, location identification, and equipment disposal.
    • Disposes and recycles obsolete hardware to ensure data security according to University guidelines.
  • Professional, respectful & fast paced environment
    • Ensures high quality, effective technical support for end users experiencing technological challenges while using patience, respect and clarity during in-person, phone or online interactions.

    Other Functions

    Other duties as directed.

    Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

    • High School Diploma or an equivalent.
    • Minimum of 3 years of relevant work experience in a technician/troubleshooting/help desk role, or equivalent technical certification, training or education. Experience to include:
      • Expertise with the set-up, configuration, networking, diagnosis and troubleshooting of personal computers and peripheral devices such as printers, external drives, portable devices, etc.
      • Experience providing technical support.
      • Experience in at least one basic programming/scripting language.
      • Experience working in a customer-orientated environment supporting both technical and non-technical users.
    • Knowledge of at least one high-level programming language (e.g., C, C++, Java, etc.).
    • Experience working with TCP/IP networking and an understanding of network firewalls.
    • Familiarity with Windows-based networks and desktop/server hardware.
    • Experience in a broad array of computing platforms and systems within a distributed computing environment.
    • Must be reliable, maintain discretion in working with confidential data, interact and collaborate professionally with colleagues, and customers in a positive and diplomatic manner using good business etiquette and fostering a respectful workplace.
    • Ability to work independently in an organized and effective manner, where attention to detail is important and multiple simultaneous assignments are common.
    • Experience in meeting demands of a complex environment where timeliness and availability are considered critical.
    • Excellent written and verbal communications skills are required (especially as consultation and accurate communication with non-technical individuals on technical matters are a requirement); strong interpersonal skills; and ability to establish and maintain harmonious relationships with coworkers and with a broad range of clients.
    • Has knowledge of conflicts of interest and behave in ways consistent both with State and Federal law.
    • Committed to departmental and institutional goals for achieving non-discrimination and creating a respectful, inclusive environment that is supportive of diversity.

    Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

    • Associates’ Degree related to information technology or Technical Program Certification strongly preferred
    • Experience with Quest Software’s KACE K1000 Systems Management Appliance and Quest KACE K2000 Systems Deployment Appliances.
    • Experience with Windows 10 Enterprise Edition. Some exposure to Windows Server 2012 and 2016. Some exposure to Apple iOS.
    • Experience with Microsoft Active Directory Administration.

    Physical Demands/Working Conditions

    Must be able to lift 50 lbs

    Additional Details

    • Possession of a current and valid Massachusetts Class D Motor Vehicle Operator’s license.
    • Ability to pass Criminal Offender Record Information background check.

    Work Schedule

    • M-F 8:30 AM to 5:00 PM (37.5 hours per week)
    • Must be available for occasional work outside normal business hours for upgrade and troubleshooting duties.

    Salary Information

    Grade 15

    UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, gender, gender identity or expression, age, sexual orientation, national origin, ancestry, disability, military status, or genetic information in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University. To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans. It is the policy of the UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.

    Advertised: Jun 13 2019 Eastern Daylight Time
    Applications close: Jun 19 2019 Eastern Daylight Time

    Organization

    The University of Massachusetts Amherst is one of the preeminent public research universities in America. Nestled in idyllic Amherst, Massachusetts—often called “The top college town in North America”—the campus is consistently ranked among the top public research universities in the nation, and offers a rich cultural environment in a rural setting close to major urban centers. 

    As one of the nation's top public research universities – as measured by national and international rankings, academic citations, and research funding – the campus spends more than $180 million on research each year, demonstrating its contribution to the nation’s position as a technological and economic leader. The university works in conjunction with academic, government, and private partners to translate new knowledge and scientific discoveries into technical innovations and scholarly works that create opportunities for students, faculty and the public. 

    Eight schools and colleges offer more than 85 undergraduate majors, 68 master’s and 48 doctoral degree programs, many counted among the top programs in the nation and world. UMass Amherst is also home to New England's premier honors college.

    The 1,159 full-time faculty members are dedicated teachers and world-renowned researchers and the campus has regularly been listed among the top performers in terms of faculty awards. With over 24,000 students from all 50 states and over 70 countries, the student body is the most academically successful in the history of the campus. Students participate in 240 organizations, 21 NCAA Division I athletic teams, extensive intramurals, living-learning residence halls, community service, and internships. With one of the largest residential life systems in the nation, UMass Amherst houses approximately 12,000 students on campus. The university is enjoying a facilities renaissance, including new buildings in the sciences, the arts, and recreation. UMass Amherst is part of the Five College consortium with Smith, Mount Holyoke, Hampshire and Amherst colleges.

    As an employer, the University of Massachusetts Amherst is a national leader in developing family-friendly policies, benefits and amenities designed to help faculty members develop both productive careers and satisfying personal lives. The university offers one of the nation’s most generous parental leave policies. The university is also part of the Academic Career Network, a regional consortium formed to serve dual-career couples and encourage greater diversity in the academy.

     

    Company info
    Website
    Telephone
    4135454894
    Location
    181 PRESIDENTS DR
    Whitmore Administration Building
    Amherst
    Massachusetts
    01003
    US

    Get job alerts

    Create a job alert and receive personalized job recommendations straight to your inbox.

    Create alert