IT 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

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.