Technical Assistant III (Educ)

Title: Technical Assistant III (Educ)

Executive Area: Academic Affairs

College/School/MBU: Other Academic Units

Department: Lib - Library Systems

Work Location: Amherst

Schedule:Full time

Work Arrangement:Onsite

Job Summary

UMass Amherst Information Technology specializes in delivering solutions tailored to the unique needs of UMass Amherst departments and focuses on providing comprehensive management support compliance and incident resolution for university-owned equipment. Desktop Support Technician plays an essential role in UMass Amherst Libraries that provides Tier 1 customer support through various channels such as phone email service requests chat/remote assistance and in-person assistance.

Essential Functions

Customer Service and Escalation Management:

Provide Tier 1 customer support through various channels such as phone service requests and chat/remote assistance.

Maintain a high-level of customer satisfaction by ensuring excellent communication and problem-solving skills.

Communicate effectively with the Triage Team lead and Senior Desktop Support Technicians to facilitate the resolution of service requests within set Service Level Agreement (SLA) standards of EDS Clients.

Technical duties and Issue Resolution:

Diagnose and troubleshoot connectivity issues including network systems applications printers workstations. Troubleshoot hardware and software issues related to desktops laptops printers and peripherals.

Provide software hardware and service suggestions to clients based on tech trends and departmental standards. Assist in equipment planning purchasing and installation.

Install update and maintain software applications and perform system imaging data recovery and workstation lifecycle maintenance for IT clients. Set up MacOS and Windows workstations.

Training and Development:

Stay up to date with established and emerging network standards PC operating systems software applications hardware platforms peripherals security practices and industry certifications.

Documentation:

Accurately document and record all completed tasks and assignments.

Ensure accurate and up-to-date documentation of technical procedures issue resolutions and knowledge base articles.

Other Functions

Identify areas for process improvements and recommend strategies to enhance efficiency and effectiveness.

Performs other duties as assigned.

Minimum Qualifications

One (1) year of relevant experience which includes: Hardware and software troubleshooting and repair.

Installation maintenance configuration and troubleshooting of workstation operating systems applications and network client software.

Associate degree or above can substitute for one (1) year of relevant experience. Education toward such a degree or diploma will be prorated on the basis of the proportion of the requirements actually completed.

Excellent customer service skills with ability to provide support and engage with individuals at every organizational level including members of the campus community in a friendly courteous and professional manner.

Demonstrate proficiency in recognizing investigating and resolving technical issues while offering end-user support across a range of technical applications systems and operating system challenges.

Some experience supporting users remotely either over the phone through written instructions or with remote assistance software.

Knowledge or recent experience in installing and configuring computer hardware operating systems applications and peripherals in macOS and Windows environments and troubleshooting standard business productivity software and current macOS and Windows operating systems.

Knowledge or experience troubleshooting VPN clients and wired/wireless network configurations.

Ability to read and understand technical manuals procedural documentation and online vendor knowledge base articles.

Familiarity with information technology security functions and practices.

Excellent communication skills both written and oral especially as consultation and accurate communication with non-technical individuals on technical matters are required.

Ability to work at a self-guided pace and as part of a team providing timely high quality customer-focused services to members of the campus community.

Occasional availability during nights and weekends to carry out projects that require minimal downtime of production systems.

Valid drivers license.

Ability to pass a Criminal Justice Information Systems (CJIS) background check.

Preferred Qualifications

Experience with M365 and Google environments.

Experience with JAMF KACE and multiuser environment imaging.

Technical certification (e.g. CompTIA A).

Working Conditions

Work is performed in a standard office or indoor university environment and involves minimal physical exertion.

Work Schedule and Work Arrangement

Monday - Friday 8:30 am - 5 pm.

Salary Information

Pay Grade:USA/MTA Grade 15

Click here to view the Classified Step Scale.

Special Instructions for Applicants

Along with the application please submit a resume. References will be checked at the finalist stage. Please be prepared to provide contact information for three (3) professional references.

This position will remain open for the time period required by any applicable collective bargaining agreement and will continue until a suitable candidate pool is identified. Interested applicants are strongly encouraged to apply early.