Technology Services Analyst

1 week ago

Lowell, United States University of Massachusetts Full time
Technology Services Analyst

Job no: 524817
Work type: Staff Full Time
Campus: UMass Lowell
Department: Technology Services
Pay Grade: P17
Categories: Information Technology

General Summary of Position:

As part of the Technology Services Team, the Technology Services Analyst is responsible for providing end-user facing services to optimize employees' experience with the portfolio of services and technology offered at UMass Lowell by IT. Services are provided in a variety of mediums including face-to-face desk-side support, walk-up traffic, telephone or remote support and video conferencing.

TechServices Analysts require an aptitude for working with applications and systems to undertake investigation, diagnosis and resolution of employee service requests and are responsible for ensuring those employees' continued success. Requests for help will range from straightforward requests for advice to more complicated technical issues. From how-to questions to break-fix support calls, the TechServices Analyst will provide exemplary customer service and support, often going above and beyond to serve the needs of UMass Lowell.

As a key piece of delivering service excellence, the TechServices Analyst provides support to IT Management in administration of TechServices systems and processes. The Analyst will also contribute to the TechServices Knowledgebase. Documentation includes a clearly defined description of the problem, complete troubleshooting steps, customer communications, equipment asset information and a complete description of the resolution. In some cases, the TechServices Analyst will be writing internal and customer-facing knowledge base articles.

When the Technology Services Analyst is unable to solve a customer's issue personally, they will identify and bring in resources across IT to rapidly reach ideal conclusions. When such an issue arises, the Tech Services Analyst is responsible for managing the overall service operation and delivery.

Minimum Qualifications (Required):

  • Associates Degree or 3-5 years of experience in a large Information Technology environment providing services or call-center functions encompassing desk-side, remote or phone support activities
  • Requires CompTIA A+ certification and at least one industry-recognized client services IT certification, such as MCSA: Windows 10, ACMT, or ability to achieve both certifications within 6 months
  • Requires ITIL Foundations certification, or the ability to have such certification within 3 months
  • Requires extraordinary customer service skills and the desire and ability to go "above-and-beyond" on any given ticket to ensure customer success
  • Superior written and oral communication skills; the ability to clearly and articulately explain technical concepts to non-technical clients
  • Experience working as part of a team to achieve group success
  • Strong problem solving and research skills. Must be able to encounter new problems and devise solutions without guidance or support
  • Proficiency with mobile device operating systems such as iOS and Android.
  • Requires proficiency with installing, configuring and operating Microsoft Windows and Mac OS
  • Superior organization and follow-through skills are essential; must take initiative to ensure customer success
  • Thorough understanding of Local Area Networks and TCP/IP protocols
  • Proficiency with desktop and laptop hardware repair and replacement
  • A passion for the Information Technology industry
  • Experience supporting Microsoft Office technologies
  • A critical eye and excellent analytical skills
  • Strong sense of professionalism and confidentiality
  • Demonstrable knowledge of IT security best practices
**Given the nature and responsibilities of the position, only U.S. persons (any individual who is a citizen of the United States, a permanent resident alien of the United States, or a protected individual as defined by 8 U.S.C.1324b(a)(3)) will be considered for this position.

Additional Considerations:
  • Previous experience in a large Information Technology environment providing services or call-center functions encompassing desk-side, remote or phone support activities is strongly preferred
  • Preference is given to candidates with previous Higher Education experience
  • Bachelor's degree strongly preferred
  • Knowledge of virtual desktop operations and troubleshooting is preferable
  • Previous experience using Active Directory for account management purposes
  • Previous experience with industry standard systems management tools

Special Instructions to Applicants:

Only Internal Professional (SEIU 888 Professional Union) Bargaining candidates will be considered during the first 10 business days of the posting. All other candidates will be considered after that period.

This is an SEIU 888 Professional Union position, Grade P17.

Initial review of applications will begin immediately and continue until the position is filled. However, the position may close when an adequate number of qualified applications is received.

Please include a resume and cover letter with your application. Names and contact information of three references will be required during the application process.

Advertised: Sep 04 2024 Eastern Daylight Time
Applications close:

  • Technology Services Analyst

    5 days ago

    Lowell, MA, United States UMass Lowell Full time

    General Summary of Position: As part of the Technology Services Team, the Technology Services Analyst is responsible for providing end-user facing services to optimize employees' experience with the portfolio of services and technology offered at UMass Lowell by IT. Services are provided in a variety of mediums including face-to-face desk-side support,...

  • Research Data Analyst

    6 days ago

    Lowell, Massachusetts, United States InsideHigherEd Full time

    About the PositionInsideHigherEd is seeking a highly skilled eRA Data Analyst to join our team. As an eRA Data Analyst, you will play a critical role in supporting the maintenance of our electronic research administration and data management systems.Key ResponsibilitiesSupport the maintenance of electronic research administration and data management systems,...

  • eRA Data Analyst

    4 days ago

    Lowell, Massachusetts, United States InsideHigherEd Full time

    About the PositionThe Office of Sponsored Programs (OSP) at InsideHigherEd is seeking a highly skilled eRA Data Analyst to join our team. As an eRA Data Analyst, you will play a critical role in assisting with processes and procedures related to the collection and tracking of university research data.Key ResponsibilitiesSupport the maintenance of OSP's...

  • Electronic Research Administration Analyst

    6 days ago

    Lowell, Massachusetts, United States InsideHigherEd Full time

    About the PositionInsideHigherEd is seeking a highly skilled eRA Data Analyst to join our team. As an eRA Data Analyst, you will play a critical role in supporting the maintenance of our electronic research administration and data management systems.Key ResponsibilitiesSupport the maintenance of electronic research administration and data management systems,...

  • Principal Salesforce Systems Analyst

    2 weeks ago

    Lowell, United States UMass Lowell Full time

    General Summary of Position: UMass Lowell is committed to it's Salesforce "Connected Campus" strategy. We have an exciting portfolio of Salesforce and partner technologies, including Education Cloud, Sales Cloud, Service Cloud, FormAssembly, Schedule Once and DocuSign. All strategically focused on student success initiatives. The Principal Salesforce Systems...

  • eRA Data Analyst

    2 weeks ago

    Lowell, United States University of Massachusetts Full time

    eRA Data Analyst Job no: 524716 Work type: Staff Full Time Campus: UMass Lowell Department: Office of Sponsored Programs Pay Grade: P18 Categories: Sponsored Programs, Grants and Contracts, Analytics/Programming/Data General Summary of Position: The Office of Sponsored Programs (OSP) assists faculty and research staff in all aspects of procuring and managing...

  • eRA Data Analyst

    2 weeks ago

    Lowell, United States University of Massachusetts Lowell Full time

    Job DescriptionJob no: 524716Position type: Staff Full TimeBenefit Status: Benefited-UnionCampus: UMass LowellDepartment: Office of Sponsored ProgramsSalary: Salary commensurate with experience within the grade/rangeApplications Open: Aug 23 2024 Applications Close: Open until filledGeneral Summary of Position:The Office of Sponsored Programs (OSP) assists...

  • eRA Data Analyst

    3 weeks ago

    Lowell, United States InsideHigherEd Full time

    Job no: 524716Position type: Staff Full TimeBenefit Status: Benefited-UnionCampus: UMass LowellDepartment: Office of Sponsored ProgramsSalary: Salary commensurate with experience within the grade/rangeApplications Open: Aug 23 2024 Applications Close: Open until filledGeneral Summary of Position:The Office of Sponsored Programs (OSP) assists faculty and...

  • Equity Swaps Business Analyst

    2 weeks ago

    Lowell, Massachusetts, United States Syntricate Technologies Full time

    Position Overview:Greetings,My name is Swati and I'm a recruiter at Syntricate Technologies Inc. We are currently seeking a skilled professional for an exciting opportunity.Job Title:Equity Swaps Business AnalystLocation:New York City (Onsite)Employment Type:Full TimeKey Responsibilities:The Swaps Technology Development Analyst/Scrum Master will be tasked...

  • Customer Service Representative

    2 months ago

    Lowell, United States MACOM Technology Solutions Full time

    Headquartered in Lowell, Massachusetts, MACOM is certified to the ISO9001 international quality standard and ISO14001 environmental management standard. MACOM has multiple design centers, Si, GaAs and InP fabrication, manufacturing, assembly and test, and operational facilities throughout North America, Europe, and Asia. In addition, MACOM offers foundry...

  • Customer Service Liaison

    4 days ago

    Lowell, Massachusetts, United States Macom Technology Solutions Full time

    Job Summary:A Customer Service Representative at Macom Technology Solutions is the primary liaison between our customers, sales team, and product lines. This role is responsible for providing quotations and order management with a high degree of accuracy, as well as working with other departments to resolve various customer problems/issues.Key...

  • Senior Data Analyst

    6 days ago

    Lowell, Massachusetts, United States InsideHigherEd Full time

    About the RoleWe are seeking a highly skilled Senior Data Analyst to join our team at InsideHigherEd. As a Senior Data Analyst, you will play a critical role in supporting our data-driven initiatives and providing actionable insights to inform business decisions.Key ResponsibilitiesDesign and develop complex data collection and analysis processes to support...

  • Senior Financial Analyst

    2 weeks ago

    Lowell, Massachusetts, United States Esri Full time

    Company OverviewAt Esri, we are dedicated to empowering organizations through innovative geographic information system (GIS) technology. Our solutions enable businesses to make informed decisions and optimize their operations. We foster a collaborative and inclusive culture where our employees can thrive both personally and professionally.About the RoleEsri...

  • Data Analyst

    6 days ago

    Lowell, Massachusetts, United States InsideHigherEd Full time

    Job SummaryWe are seeking a highly skilled Senior Data Analyst to join our team at InsideHigherEd. As a Senior Data Analyst, you will play a critical role in supporting the development of data-driven insights and analytics to inform business decisions.Key ResponsibilitiesDesign and implement data collection and analysis processes to support business...

  • Logistics Analyst

    1 month ago

    Lowell, United States Robert Half Full time

    Our client in Lowell is currently seeking a Logistics Analyst to work within their large team that manages outbound logistic activities to their customers.Responsibilities: · Coordinate all outbound freight from our shipping locations to customer locations throughout the USA. · Dispatch drivers according to scheduled deliveries. · Work and coordinate with...

  • Logistics Analyst

    1 month ago

    Lowell, United States Robert Half Full time

    Our client in Lowell is currently seeking a Logistics Analyst to work within their large team that manages outbound logistic activities to their customers.Responsibilities: · Coordinate all outbound freight from our shipping locations to customer locations throughout the USA. · Dispatch drivers according to scheduled deliveries. · Work and coordinate with...

  • Technology Support Facilitator

    2 weeks ago

    Lowell, Massachusetts, United States South Middlesex Opportunity Council Full time

    POSITION OVERVIEW The Technology Support Facilitator plays a crucial role in guiding clients through the use of technology in our dedicated Tech Room. This position involves providing essential instruction and oversight to individuals seeking assistance with their apartment, employment, and vital service inquiries. The working hours are set for the mid-day...

  • Chief Technology Officer

    2 weeks ago

    Lowell, Massachusetts, United States UTEC Full time

    UTEC's technological requirements are fulfilled by the foundational infrastructure that includes essential technology components necessary for the organization’s functionality. The fundamental technology framework comprises UTEC's assortment of on-premise and off-premise/cloud technology resources utilized to conduct, oversee, manage, and facilitate...

  • Behavior Analyst for Educational Support

    2 weeks ago

    Lowell, Massachusetts, United States Sunbelt Staffing Full time

    Become a Board Certified Behavior Analyst (BCBA) with Sunbelt StaffingWe are looking for a passionate Behavior Analyst with at least 1 year of experience to join our dedicated team as a Board Certified Behavior Analyst (BCBA). This role is situated within an educational environment, providing essential support to students.Full-time employment...

  • Director of Information Technology

    3 months ago

    Lowell, United States UTEC, Inc Full time

    Job DescriptionJob DescriptionJob Title:       Director of Information Technology Reports to:  Chief Operating Officer Type:              Full Time Category:      ITBackground on UTEC, Inc.UTEC’s promise is to ignite and nurture the ambition of our most disengaged youth to trade violence and poverty for social and economic success....