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) provides advanced technical support to IT clients in academic and administrative departments encompassing faculty, staff, and students, troubleshoots escalated complex desktop and software issues, and ensures the security of the university-owned systems.

Customer Service and Escalation Management: 30%

• Provides customer support through onsite visits, phone, service requests, and chat/remote assistance, 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, and communicates effectively with IT teams to facilitate resolution of service requests within SLA standards.

Technical Duties and Issue Resolution: 50%

• Diagnoses and troubleshoots escalated connectivity issues, including network systems, applications, printers, and 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 to ensure optimal functionality.
• Manages current versions of macOS and Windows workstations, computer accounts, users, groups, group policy, and provides maintenance and support related to Active Directory services.
• Tier 2 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 supervisor on technical tasks and contributes to high‑level projects, establishing priority and urgency levels to ensure timely 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, recording all completed tasks and assignments.

Other Functions: 10%

• Identifies areas for process improvement and recommends strategies to enhance efficiency and effectiveness.
• Provides instructions to new and existing users 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 in hardware and software troubleshooting and repair.
• 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; education toward such a degree will be prorated.
• Valid driver’s license.
• Excellent customer service skills and experience supporting users at every organizational level through in‑person, remote, phone, written, or remote assistance software.
• Proficiency in recognizing, investigating, and resolving technical issues across a range of applications, systems, and operating systems.
• Working knowledge of installing, configuring, and maintaining networked client software and operating systems with emphasis on software and hardware problem resolution.
• Familiarity…