IT Service Center Technician

IT Service Center TechnicianJob no: Work type: Staff Full Time Campus: UMass Dartmouth Department: IT Service Center Pay Grade: 13 Categories: Information Technology, Other Staff Positions, Computer & Information Technology, TechnicalOFFICIAL JOB TITLE: IT Service Center Technician DIVISION: Administration & FacilitiesBARGANINING UNIT STATUS: ESU, Cat. 13 DEPARTMENT: CITSFLSA STATUS: Exempt EEO STATUS: 3.7 JOB CODE: 100REPORTS TO: Manager of IT ServicesSUPERVISES: Provide functional guidance to student workersSUMMARY PURPOSE OF POSITION: The IT Service Center Technician provides tier 1 IT support to the UMass Dartmouth campus community. Their in-depth knowledge of current versions of Windows, macOS, and Linux workstation operating systems, and current software packages is the foundation for their success in troubleshooting access, connectivity, and software issues. Their typical day consists of scheduled support appointments, ad-hoc classroom technology support for faculty, IT service case resolution, and back-office equipment trouble-shooting. The IT Service Center Technician guides and trains IT student workers and collaborates with other IT Service Center Technicians and Senior IT Service Center Technicians. During the semester breaks when the support volume is lower, they assist with the deployment of new workstations and classroom technology, and perform maintenance and upgrades on existing equipment. They understand and adhere to the principles of information security. The IT Service Center Technician can explain technical solutions to non-tech savvy customers. They actively seek improvements in their daily workflows and processes to improve efficiency. The IT Service Center Technician provides excellent customer service to our campus community in support of the academic and research mission at UMass Dartmouth.They follow the University's best practices to build and/or support student academic success and retention, and assist in meeting strategic objectives for persistence and timely graduation of all student OF PRIMARY DUTIES AND RESPONSIBILITIES:Utilizes the IT case management system to log and manage tickets to resolve technical issuesEnsures efficient analysis and resolution of issuesDetermines independently, guided by IT service procedures, how to best resolve cases such as in-person, remotely, or if escalation to Senior IT Service Center Technicians or technical IT teams is neededProvides technical support for technology-enabled learning spacesProvides technical support for print services and other campus wide initiativesInstalls standardized software builds on University-owned computers and devicesDeploys IT equipment in accordance with University policiesResolves security threats and cleans infected or compromised computers and devicesAssists with University IT asset management coordinating with property control as neededExecutes the move of IT equipment related to office movesParticipates in testing of new devices, software tools, and applicationsSupports data-driven decision making with accurate record keepingDocuments work and issues resolution for future referencePromotes cross-team and cross-functional collaboration and knowledge sharingCollaborates with other CITS teams and technicians in academic departmentsParticipates in professional development opportunitiesPerforms other job-related duties and responsibilities that may be assigned and/or the job description changed periodically to reflect changing organization needsMINIMUM QUALIFICATIONS:EDUCATION: Bachelor's DegreeEXPERIENCE: Demonstrated (3 or more years) experience troubleshooting computers/devicesDemonstrated (3 or more years) experience supporting operating systems (i.e., Windows, macOS, iOS, Android, Linux)Previous experience (1 or more years) using and supporting application software (i.e., Office365, MS Office apps, Adobe Creative Cloud, web browsers, and endpoint protection)Previous (1 or more years) experience working in a case management systemExperience troubleshooting classroom technologies (audio and projection systems)Experience with enterprise device managementOTHER: Will need to be available for off-hours, evening and/or weekends as projects dictateWill need to lift and move technology equipmentSome travel may be requiredPREFERRED:Experience working in higher educationRelevant certifications in operating systemsKNOWLEDGE, SKILLS AND ABILITIES REQUIRED: Significant issue resolution skillsAbility to handle multiple priorities and work assignments successfully in a collaborative environmentAbility to approach projects and problems with a sense of ownership, enthusiasm, and innovationAbility to make written and oral presentations clearly and effectivelyAbility to create and maintain technical documentation (i.e. workflow diagrams, implementation instructions.)Excellent interpersonal skills to work with a diverse University communityPositive customer service attitude, patience with customersExcellent organizational skillsSALARY: $57,791 - $74,000UMass Dartmouth offers exciting benefits such as:75% Employer-Paid Health InsuranceFlexible Spending AccountsLife InsuranceLong Term DisabilityState Pension Retirement PlanOptional Retirement Savings PlansTuition Credit (Employee, Spouse, & Dependents)Twelve (12) paid holidaysPaid personal, vacation, and sick timeAnd More!Benefits for ESU Union: ESUApplicants must be authorized for employment in the U.S. on a full-time basis. Employment-based visa sponsorship is not available.To apply please submit a letter of interest, a current resume and the contact information for three professional references.The deadline for internal applicants is November 1, 2024.The review of internal and external applications will be ongoing until the position is filled.Advertised: Oct Eastern Daylight Time Applications close:

Created: 2024-10-24