EDP Programmer ; Service Desk Specialist

About UMass Amherst

The flagship of the Commonwealth, the University of Massachusetts Amherst is a nationally ranked public land-grant research university that seeks to expand educational access, fuel innovation and creativity, and share and use its knowledge for the common good. Founded in 1863, UMass Amherst sits on nearly 1,450-acres in scenic Western Massachusetts and boasts state-of-the-art facilities for teaching, research, scholarship, and creative activity.

The institution advances a diverse, equitable, and inclusive community where everyone feels connected and valued—and thrives, and offers a full range of undergraduate, graduate and professional degrees across 10 schools and colleges, and 100 undergraduate majors. We believe every member of our university community can contribute to our ongoing success by striving for the highest level of excellence as we seek breakthrough solutions to mounting environmental, social, economic, and technological challenges in our world.

The Service Desk Specialist assists members of the UMass Amherst community (students, staff and faculty) with a wide range of technology and IT account related questions in person, over the telephone, by email, through the web, or via chat. The Service Desk Specialist documents all user communications in Service Desk ticket tracking system and uses sound judgment when analyzing client questions in order to fulfill service requests and identify problems, determining appropriate strategies for troubleshooting/fulfillment and reassigning/referring the issue where appropriate.

• Serves as a customer service representative for UMass IT, providing timely responses to requests for IT technical support and service received via telephone, e-mail, web, chat, or in person. Provides efficient and effective tier 1-2 technical support.
• Provides, estimates, or expedites the fulfillment of requests for service, or initiates corrective action and assists in coordinating resolution of issues, including but not limited to configuration of hardware, software, account management, telephony, IT services, or escalation or reassignment of ticket to appropriate staff and departments when necessary.
• Uses appropriate knowledge bases, relevant research, and available tools to troubleshoot and resolve various technical problems or fulfill requests for service.
• Contributes to the IT knowledge base by writing and updating both publicly and privately facing documentation for supported software and services.
• Documents support activity, including communication, troubleshooting steps taken, issue resolution activities, and service request fulfillment procedures in ticket tracking system.
• Tracks and monitors unresolved problems, inquiries, requests, and tickets to ensure a timely resolution and the highest levels of customer satisfaction; reviews work queues consistently throughout the day to prevent overdue and languishing tickets; escalates, reassigns, and resolves as necessary.
• Works with department representatives, on-campus project managers, outside contractors, and other IT staff to create and monitor the timely completion of work and assure proper billing for services installed.

• Performs related duties as assigned or required to meet Department, Executive Area/Division, and University goals and objectives.
• Complies with all of the policies and procedures associated with IT Service Management (ITSM).
• Recognizes and identifies potential areas where existing policies and procedures require change, or where new ones need to be developed and assist in implementing appropriate changes.
• Participates in the planning and deployment of new and upgraded services.
• Represents IT Service Desk meetings and information planning sessions.
• Maintains an awareness of advancements in technology, such as hardware, software, and services, that will impact effectiveness across the enterprise and keep current with industry and ITSM best practices.
• Demonstrates capacity, skill and willingness to engage students and contribute to student success.
• Provides feedback and recommendations for support materials for UMass IT services (e.g., online…