IT Technical Support Professional

2 days ago


Worcester, Massachusetts, United States UMass Med School Full time

About the Role:

The UMass Med School is seeking a highly skilled and motivated Technical Support Specialist to join our team. The ideal candidate will have excellent customer service skills, a strong understanding of computer systems and networks, and the ability to work in a fast-paced environment.

This role involves delivering technical support for students, faculty, and staff through various channels, including phone, email, and self-service platforms. The successful candidate will be responsible for troubleshooting issues, providing solutions, and documenting all interactions accurately.

We offer a competitive salary of $45,000 - $60,000 per year, depending on experience, as well as opportunities for growth and professional development.

Responsibilities:

  • Triage and resolve technical inquiries reported by stakeholders
  • Develop and maintain knowledge of IT workflows, processes, and policies
  • Document employee inquiries and resolutions into our Service Now platform
  • Participate in projects as required and contribute to the company culture
  • Occasional weekend and night on-call duties

Qualifications:

  • A passion for customer service and strong interpersonal skills
  • A high school diploma and degree in progress or equivalent experience in a related field
  • 0-1 years of related experience and basic knowledge of Windows and MacOS
  • Ability to diagnose and resolve common technical issues, including Microsoft 365 products
  • Strong problem-solving skills and ability to work in a fast-paced environment


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