IT Service Desk I: Tech Support & Customer Care

The University of Massachusetts Amherst; Amherst (MA); Hybrid; USD 40,000 - 60,000; Full time

Job summary

The University of Massachusetts Amherst is seeking an EDP Programmer I (Service Desk Specialist I) to join IT Operations in Amherst. This onsite role provides first-line IT support to students, staff, and faculty, handling tickets across in-person, phone, email, web, and chat channels.

You will document communications, analyze questions, and determine appropriate troubleshooting or fulfillment strategies. Strong customer service skills and the ability to work with diverse users are essential.

Qualifications

• High school diploma with 1 year IT support experience.
• Excellent customer service and communication skills.
• Experience using ticket tracking systems and knowledge bases.

Responsibilities

• Provide first-line IT support via in-person, phone, email, chat, or web.
• Document interactions and resolutions in the ticketing system.
• Escalate complex issues to appropriate staff while ensuring timely follow-up.

Skills

Customer service

IT support

Teamwork

Analytical thinking

Education

High school degree

Associate/Bachelor’s degree preferred

Tools

Ticketing system

Knowledge base

Job description

The University of Massachusetts Amherst is seeking an EDP Programmer I (Service Desk Specialist I) to join IT Operations in Amherst. This onsite role provides first-line IT support to students, staff, and faculty, handling tickets across in-person, phone, email, web, and chat channels.

You will document communications, analyze questions, and determine appropriate troubleshooting or fulfillment strategies. Strong customer service skills and the ability to work with diverse users are essential.