IT Service Desk Specialist I — Onsite Tech Support

University of Massachusetts Amherst; Amherst (MA); On-site; USD 42,000 - 54,000; Full time

Job summary

University of Massachusetts Amherst is seeking a Service Desk Specialist I to assist the campus community with a wide range of IT questions through in-person and remote channels. You will document interactions, troubleshoot issues, and ensure timely ticket resolutions in a busy on-site environment.

The role focuses on customer service, accuracy in ticketing, and collaboration with IT staff across departments. Work hours are Monday–Friday, with occasional after-hours support as needed.

Qualifications

• High school diploma with 1 year experience in hardware/software troubleshooting, or IT-related degree substitution.
• Valid driver’s license.
• Excellent customer service and a positive image of IT and UMass.
• Ability to work with diverse groups of technical and non-technical staff, vendors, and students.
• Experience with operating systems, hardware, software, and services used in higher education.

Responsibilities

• Provide tier 1-2 technical support via in-person, phone, email, web, or chat.
• Estimate or expedite service requests, configure hardware/software, manage accounts, or escalate as needed.
• Use knowledge bases and tools to troubleshoot and fulfill service requests.
• Contribute to IT knowledge base with documentation.
• Document communications and troubleshooting steps in the ticket system.

Skills

Customer service

Analytical thinking

Communication skills

Troubleshooting

Ticketing and documentation

Education

High school diploma

IT-related associate or bachelor’s degree substitution

Job description

University of Massachusetts Amherst is seeking a Service Desk Specialist I to assist the campus community with a wide range of IT questions through in-person and remote channels. You will document interactions, troubleshoot issues, and ensure timely ticket resolutions in a busy on-site environment.

The role focuses on customer service, accuracy in ticketing, and collaboration with IT staff across departments. Work hours are Monday–Friday, with occasional after-hours support as needed.