Technology Support Desk Professional

Campus Title: Technology Support Desk Professional
State Job Title: Staff Assistant
Department: Information and Instructional Technology
Job Code: HA5600
FLSA Status: Non-Exempt
Funding: 7115-0100
Bargaining Unit: APA
Job Type: Full-Time Permanent
Timeframe: 52 weeks
Shift: Monday-Friday, 9:00 am to 5:00 pm
Regular Days Off: Saturday and Sunday
Supervision Received: The Technology Support Desk Professional reports to the Director of Technology Support Services.
Supervision Exercised: The Technology Support Desk Professional supervises student employees and interns periodically assigned within the Office of Information and Instructional Technology (OIT), and may, when directed, delegate job assignments arising from Technology Support requests to other individuals or units where appropriate, according to existing guidelines.
Salary: $40,000.00 to $50,000.00 (salary commensurate with education and experience)

General Statement of Duties: The Technology Support Desk Professional is responsible for managing technology-related support requests from students, faculty, and staff of the University received through the Technology Support Desk. The position fosters a culture of customer service, ensuring the provision of timely and accurate technology assistance.

Duties and Responsibilities:
Duties include but not limited to:
Essential:

• Be present and visible in the Technology Support Desk and available to users requiring technical assistance during operating hours.
• Respond to questions from callers and walk-ins; remotely assist staff, faculty, and students with technology problems.
• Accurately log all Technology Support Desk requests.
• Prioritize Technology Support Desk service requests relative to the impact on the University, number of users affected, and urgency of requests.
• Work with various technology functional groups to provide solutions.
• Working with colleagues, hire, train, schedule, and supervise student/part-time Support Desk employees, including setting expectations and providing customer service training, and evaluating performance.
• Provide hardware and software support for all approved technology on campus.
• Provide direct assistance and/or appropriate documentation to users on computing techniques, protocols, and services. Coordinate development of user self-help materials, such as instructions and tutorials.
• Work with other technology specialists as part of the Technology Support Team on special projects and planning, as directed.
• Recommend changes in policies and procedures based on changing user needs.
• Under the direction of the Director of Technology Support Services, collect and analyze data to ensure that Support Desk operations are aligned with the University's mission and priorities.
• Other duties as assigned.

Job Requirements:
Qualifications:

• Bachelor's degree in a computer-related field and 2+ years' work experience in related field
• Demonstrates an understanding of User Experience principles, and the ability to work in a team environment

Additional Information:
Salary:

Salaries for current Westfield State University employees and individuals currently working for the state of Massachusetts must be calculated individually in accordance with collective bargaining agreements as well as state policies. State job specifications may be found on the Department of Higher Education's webpage.

Employee Benefits:

Benefits are an important component of an employee's total compensation package.

• Health Insurance: Westfield State offers a variety of HMO, POS, and PPO-type health insurance plans for eligible employees. Coverage is effective on the 1st of the month following the date of hire. Exceptions to employees hired on the 1st of the month, coverage is effective immediately.
• Retirement: the MA State Employee Retirement System provides eligible employees with a retirement pension following a 10-year vesting period. In lieu of the retirement pension, eligible employees may select the Optional Retirement Plan with a maximum 5% employer matching contribution.
• Tuition Waivers & Discounts: eligible employees, including spouses and dependent children, receive reduced tuition at MA state colleges, community colleges, and universities.
• Paid Time Off: employees receive 12 paid holidays and generous vacation, personal, and sick leave benefits.
• Additional information regarding employee benefits is available on the University's Benefits & Wellness webpage.

Disability Accommodations

Westfield State University is committed to the full inclusion of individuals with disabilities and will ensure the availability of reasonable accommodations. If a reasonable accommodation is needed to participate in the job application or interview process, please contact Human Resources at (413) 572-8809 or visit us in the Horace Mann Building, 1st floor.

Background Check

Employment is contingent upon the successful completion and review of a background check. A criminal record will not automatically disqualify an applicant from consideration.


To apply, visit http://westfield.interviewexchange.com/jobofferdetails.jsp?JOBID=179909





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