Sr. Technology Services Analyst

Job no: 528812

Position type: Staff Full Time

Benefit Status: Benefited-Union

Campus: UMass Lowell

Department: Technology Services

Salary: This position is in Grade P18-see posting section for range

Applications Open: Oct

Applications Close: Nov

General Summary of Position:

This being an internal opportunity, only current UML Employees, irrespective of Bargaining units are eligible to apply for this position.

As part of the Technology Services Team, the Senior 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.

Senior 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.

Senior Technology Service Analysts carry the added burden of coaching, mentoring and training a student staff and other Technology Service Staff, including hands-on demonstration, document creation and group (instructor-led) training opportunities.

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 Senior 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):

• Bachelor's Degree
• 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 4 months of hire.
• Requires 6 years of experience in a large Information Technology environment providing services or call-center functions encompassing desk-side, remote or phone support activities.
• Requires ITIL Foundations certification, or the ability to have such certification within 60 days of hire.
• 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 users.
• 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.

Additional Considerations:

• Preference is given to candidates with previous Higher Education experience.
• Bachelor's degree in a related discipline is strongly preferred.
• Knowledge of virtual desktop operations and troubleshooting is preferable.
• Previous experience using Microsoft Active Directory and/or Entra for account management purposes.
• Previous experience with industry standard systems management tools.

Special Instructions to Applicants:

This being an internal opportunity, only current UML Employees, irrespective of Bargaining units are eligible to apply for this position.

This is a benefited, full-time, SEIU 888 Professional Union position, Grade P18. Anticipated salary range: Minimum: $72,170, 25th quartile of $82,093 and midpoint of $92,017.

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