Technical Support Specialist for Enterprise Desktop Services

7 days ago


Amherst, Massachusetts, United States UMass Amherst Full time

At UMass Amherst, we are seeking an experienced Technical Support Specialist to join our Enterprise Desktop Services team. This role is responsible for providing advanced technical support to customers in academic and administrative departments, troubleshooting escalated complex desktop and software issues, and ensuring the security of university-owned systems.

About the Role

We are looking for a highly skilled professional with excellent customer service skills and experience supporting users at every organizational level in a courteous and professional manner. The successful candidate will have a strong background in hardware and software troubleshooting and repair, with experience in installation, maintenance, configuration, and troubleshooting of current macOS and Windows operating systems, applications, and network client software.

  • Key Responsibilities:
  • Provides customer support through various channels such as onsite visits, phone, service requests, and chat/remote assistance while maintaining a high level of customer satisfaction.
  • Acts as an escalation point, assists Tier 1 technicians in resolving complex technical issues to maintain operational efficiency, and communicates effectively with the Triage Team Lead and IT Leads to facilitate the resolution of service requests resolutions within set Service Level Agreement (SLA) standards for EDS Clients.
  • Diagnoses and troubleshoots escalated connectivity issues, including network systems, applications, printers, workstations. Troubleshoots hardware and software issues related to desktops, laptops, printers, and peripherals.
  • Deploys, updates, and maintains software applications, and performs system imaging, executes data recovery, and manages lifecycle maintenance of workstations for EDS clients ensuring optimal functionality. Manages current versions of macOS and Windows workstations. Manages computers, users, groups, group policy, and provides maintenance and support related to Active Directory services.
  • Explores, tests, and evaluates emerging technologies for potential adoption and implementation.
  • Performs routine maintenance and repairs on desktop computers, mobile devices, and peripherals. Proposes and implements solutions to enhance operational efficiency. Collaborates with and assists the IT Lead with technical tasks and contribute to high-level projects. Effectively establishes priority and urgency levels for tasks to ensure timely and effective resolution.
  • Stays up to date with established and emerging network standards, PC operating systems, software applications, hardware platforms, peripherals, security practices, programming languages, and industry certifications.
  • Accurately documents technical procedures and knowledge base articles, and records all completed tasks and assignments.

What We Offer

We offer a competitive salary range of $55,000 - $65,000 per year, depending on experience, and a comprehensive benefits package that includes health insurance, retirement plan, and paid time off. Additionally, we offer opportunities for career growth and professional development.



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