EDP Programmer I (Service Desk Specialist I)

UMass Amherst; Amherst (MA); On-site; USD 42,000 - 52,000; Full time

Job summary

UMass Amherst is seeking an EDP Programmer I (Service Desk Specialist I) to assist the campus with a range of IT questions in person, over the phone, by email, or via chat. The role documents interactions in the Service Desk ticket system and uses judgment to troubleshoot and fulfill requests.

The position requires strong customer service, the ability to communicate clearly with diverse users, and collaboration with IT staff to resolve issues and improve knowledge bases.

Qualifications

• Minimum qualifications include a high school diploma with 1 year of IT-related experience or an IT-related degree substitute.
• Valid driver’s license and strong customer service and communication skills are required.
• Experience with operating systems, hardware, software, and IT services typical in higher education is expected.

Responsibilities

• Serve as a first-line IT support for students, staff, and faculty in person, by phone, email, or chat.
• Document communications and troubleshooting steps in the ticketing system and funnel issues appropriately.
• Escalate, reassign, or coordinate resolutions with other IT staff to ensure timely service requests.
• Contribute to IT knowledge bases by updating docs for supported software and services.
• Monitor queues to prevent overdue tickets and ensure high customer satisfaction.

Skills

Customer service

Communication

Problem solving

Analytical skills

Education

High school diploma

Associate's or Bachelor's degree preferred

Job description

Title: EDP Programmer I (Service Desk Specialist I)

Executive Area: Information Technologies

College/School/MBU: Information Technology

Department: IT Operations

Work Location: Amherst

Schedule:Full Time

Work Arrangement:Onsite

Job Summary

TheService DeskSpecialistI (EDP I) assistsmembers of the UMass Amherst community (students, staff and faculty) with a wide range of technology and IT account related questions in person, over the telephone, by email, through the web, or via chat.The Service DeskSpecialistIdocumentsall user communications inService Deskticket tracking system and uses sound judgment when analyzing client questions in order to fulfill service requests and identify problems, determining appropriate strategies for troubleshooting/fulfillment and reassigning/referring the issue where appropriate.

Essential Functions

• Serves as a customer service representative for UMass IT, providing timely responses to requests for IT technical support and service received via telephone, e-mail, web, chat, or in person. Providesefficientand effectivetier 1-2technicalsupport.
• Provides, estimates, or expeditesthe fulfillment of requests for service, or initiatescorrective action and assistsin coordinating resolution of issues, including but not limited to configuration of hardware, software, account management, telephony, IT services, or escalation or reassignment of ticket to appropriate staff and departments when necessary.
• Usesappropriate knowledge bases, relevant research, and available tools to troubleshoot and resolve various technical problems or fulfill requests for service.
• Contributesto the IT knowledge base by writing and updating both publicly and privately facing documentation for supported software and services.
• Documentssupport activity, including communication, troubleshooting steps taken, issue resolution activities, and service request fulfillment procedures in ticket tracking system.
• Tracksand monitorsunresolved problems, inquiries, requests, and tickets to ensure a timely resolutionand the highest levels of customer satisfaction;Reviewswork queues consistently throughout the day to prevent overdue and languishing tickets; escalates, reassigns, and resolvesas necessary.
• Workswith department representatives, on-campus project managers, outside contractors, and other IT staff to create and monitor the timely completion of work and assure proper billing for services installed.

Other Functions

• Performs related duties as assigned or required to meet Department, Executive Area/Division, and University goals and objectives.
• Complies withall ofthe policies and procedures associated with IT Service Management (ITSM).
• Recognizesandidentifiespotential areas where existing policies and procedures require change, or where new ones need to be developed and assist in implementing appropriate changes.
• Participatesin the planning and deployment of new and upgraded services.
• RepresentsITService Deskat meetings and information planning sessions.
• Maintainsan awareness of advancements in technology, such as hardware, software, and services, that will impact effectiveness across the enterprise and keep current with industryand ITSMbest practices.
• Demonstrates capacity,skilland willingness to engage students and contribute to student success.
• Providesfeedback and recommendations for support materials for UMass IT services (e.g., online and print documentation; video tutorials; presentations).

Minimum Qualifications

• High schooldegreewith one (1) year experience withany of the following:hardware and software troubleshooting and repair; installation, maintenance and troubleshooting of workstation operating systems and applications; installation, configuration and troubleshooting of network client software.An IT-related including engineering associate or bachelor's degree may be substituted for the required experience.
• Valid driver's license.
• Must have excellent customer service skills andtheappropriatetact and diplomacytoproject a positive image of IT and UMass to external as well as internal audiences.
• Ability to work successfully with diverse groups of technical and non-technical faculty, staff, vendors, and students.
• Experience with operating systems and platforms and with hardware, software, and services that are in general use within higher educational institutions.
• Ability to operate computer and peripheral equipment.
• Strong analyticaland organizationalskills, withdemonstrated attention to detail,andability to follow detailed instructionsand standard operating procedures.
• Ability to troubleshootcomplexproblemsand use sound judgment when analyzing client questions to identify problems and determine the appropriate strategies for troubleshooting these problems.
• Mustpossess excellentoralandwritten communication skills, and ableto accurately communicatewith non-technical individuals on technical matters.

Preferred Qualifications

• Associate's or bachelor's degree preferred.
• Customer service experience in a technical work environment is preferred.

Working Conditions

Work is primarily performed in an indoor university environment and involves lifting and transporting materials or equipment and general physical activity, including prolonged standing, walking, or assuming low postures.

Work Schedule and Work Arrangement

Monday - Friday; 10:30am - 7:00pm.

Required to work some nightsandsome weekends,but not expected to exceed 25% of working hours.

Salary Information

Pay Grade:USA/MTA Grade 14

This position will remain open for the time period required by any applicable collective bargaining agreement and will continue until a suitable candidate pool is identified. Interested applicants are strongly encouraged to apply early.