EDP Programmer II; Senior Desktop Support Technician

Title: EDP Programmer II (Senior Desktop Support Technician)

Executive Area: Administration and Finance

College/School/MBU: A&F Information Technology

Department: A&F Information Technology

Work Location: Amherst

Schedule: Full Time

Work Arrangement: Onsite

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. The Senior Desktop Support Technician (EDP Programmer II) is responsible for providing advanced technical support to IT clients in academic and administrative departments encompassing faculty, staff, and students, troubleshooting escalated complex desktop and software issues, and ensuring the security of the university-owned systems.

• Customer Service and Escalation Management (30%)

  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 through excellent communication and problem‑solving skills.

  Acts as an escalation point, assists Tier 1 technicians in resolving complex technical issues to maintain operational efficiency, and communicates effectively with IT teams to facilitate the resolution of service requests within set Service Level Agreement (SLA) standards.

• Technical Duties and Issue Resolution (50%)

  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, performs system imaging, executes data recovery, and manages lifecycle maintenance of workstations 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. Tier 2 (intermediate) systems implementation, troubleshooting, and analysis.

  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 their supervisor with technical tasks and contributes to high‑level projects. Effectively establishes priority and urgency levels for tasks to ensure timely and effective resolution.

  Operates university‑owned motor vehicle to travel to various work sites.

• Training, Development and Documentation (10%)

  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.

• Additional Duties (10%)

  Identifies areas for process improvement and recommends strategies to enhance efficiency and effectiveness.

  Provides instructions to both new and existing users/clients on system features, capabilities, and policies.

  Performs additional assigned duties, which may include travel to various work sites using a motor vehicle and overseeing up to three student employees.

• Two (2) years of relevant experience, which includes hardware and software troubleshooting and repair; experience in installation, maintenance, configuration, and troubleshooting of current macOS and Windows operating systems, applications, and network client software.
• Associate degree or above can substitute for one (1) year of relevant experience.
• Valid driver’s license.
• Excellent customer service skills and experience supporting users at every organizational level in a courteous and professional manner through various modalities, including in person, remotely either over the phone, through written instructions, or with remote assistance software.
• Demonstrated…