UNIVERSITY OF MASSACHUSETTS

Campus: UMass Amherst. About UMass Amherst. UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees.. To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans.. It is the policy of UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.

senior desktop support technician

Senior Desktop Support Technician (EDP Programmer II) Job no: 523602 Work type: Staff Full Time Campus: UMass Amherst Department: IT Operations Pay Grade: 16 Categories: Computer & Information Technology About UMass Amherst UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region. Job Summary The Senior Desktop Support Technician (EDP II) provides intermediate level of technology support and troubleshooting for computing endpoints, servers, networks, communications systems, audio-visual systems, peripherals, cloud systems and all software within the Isenberg School of Management. Essential Functions <ul><li>Provides tier 2 (intermediate) technology support, trouble shooting and analysis; resolves and/or escalates user requests for technology-related assistance; consults with users to clarify needs, triages work as necessary and accurately documents and records work completed.</li><li>Assists and provides guidance to tier 1 Technology Support & Service (TSS) employees in resolving support requests as needed.</li><li>Responsible for management of current versions of laptops, workstations, mobile devices and audio-visual systems; makes changes to operating systems programs to improve overall performance; determines the amount of computer time, core size and number of devices required to process production requests.</li><li>Manages cloud-based applications and services.</li><li>Responsible for user account management.</li><li>Researches, tests and assesses new technologies for potential use and implementation; participates in security audits and back-up scheduling and systems.</li><li>Conducts training sessions and communicates technical concepts and issues to end users.</li><li>Operates motor vehicle to travel to work sites, including but not limited to Mt. Ida and other UMass campus locations to perform technology support.</li><li>Stays current with established and emerging technology standards and protocols, operation systems, software applications, cloud platforms, hardware platforms and peripherals, security, programming language and industry certification.</li></ul> Other Functions <ul><li>Perform other related duties as assigned.</li></ul> Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure) <ul><li>Two (2) years of relevant experience.</li><li>Associate degree or above can substitute for one (1) year of relevant experience.</li><li>Education toward such a degree or diploma will be prorated on the basis of the proportion of the requirements actually completed.</li><li>Relevant experience must include the following: hardware and software troubleshooting and/or repair, installation and configuration of laptops, workstations, and mobile devices.</li><li>Strong verbal and written communication skills with the ability to explain technical jargon to non-technical staff; and ability to maintain protect, and proven ability to protect private and secured information.</li><li>Ability to prioritize heavy workload.</li><li>Aptitude for learning new software through manuals, the internet and trial-and-error.</li><li>Valid driver's license.</li></ul> Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure) <ul><li>Experience with Active Directory, Office 365 and GoogleApps.</li><li>Experience with enterprise level virtualization technologies and high availability.</li><li>Technical proficiency with basic implementation, maintenance and troubleshooting of networking.</li><li>Experience with current versions of Windows/Linux/Macintosh workstations and servers.</li><li>Experience with current versions of iOS, Android and related mobile/tablet devices.</li><li>Experience with TCP/IP, networking and related equipment implementation, maintenance and troubleshooting preferred.</li><li>A+ and/or Network+ technical certifications or similar certifications.</li></ul> Physical Demands/Working Conditions <ul><li>Ability to lift 50 lbs. independently and heavier loads with assistance.</li><li>Ability to lift, bend, reach, climb a ladder and crawl into small enclosed spaces in order to install services and maintain technology-related equipment.</li><li>Balancing, carrying, pulling/pushing, repetitive movement, standing, bending, climbing, driving, reaching, sitting, twisting, lifting and traveling to other campuses.</li></ul> Work Schedule <ul><li>Regular Monday to Friday 8:00am to 4:00pm, 37.5 hours a week.</li><li>Must be available to participate in an on-call rotation.</li><li>Occasionally available nights and weekends to carry out projects that require minimal downtime of production systems.</li></ul> Salary Information USA/MTA Non-Exempt Grade 16. Special Instructions to Applicants Along with the application, please submit a resume and cover letter. References will be checked at the finalist stage, please be prepared to provide contact information for three (3) professional references. UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, caste, creed, sex, age, marital status, national origin, disability, political belief or affiliation, pregnancy and pregnancy-related condition(s), veteran status, sexual orientation, gender identity and expression, genetic information, natural and protective hairstyle and any other class of individuals protected from discrimination in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University. To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans. It is the policy of UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action. Advertised: Jun 11 2024 Eastern Daylight Time Applications close: Sep 11 2024 Eastern Daylight Time

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