EDP Programmer II (Senior Classroom Support Technician

Title: EDP Programmer II (Senior Classroom Support Technician)

Executive Area: Information Technologies

College/School/MBU: Information Technology

Department: IT Operations

Work Location: Amherst

Schedule: Full Time

Work Arrangement: Onsite

The Senior Classroom Support Technician provides advanced technical support for Client Support Services customers, focusing on the technology infrastructure in UMass Amherst Computer Classrooms. These classrooms, located across campus, are equipped with Windows and macOS computers, printers, and specialized instructional software to support teaching, learning, and collaboration.

This role ensures reliable operation of classroom systems, resolves technical issues, and assists faculty, staff, and students in using classroom technology effectively. Responsibilities include maintaining classroom hardware and software, managing imaging and deployment processes, supporting printing services, and collaborating on projects to enhance instructional environments.

The Senior Classroom Support Technician will collaborate closely with Client Support Services teams to address complex requests, research emerging technologies for classroom use, and contribute to strategic initiatives aimed at enhancing the student and faculty experience.

• Diagnose and resolve escalated issues related to classroom computers, printers, AV systems, and network connectivity.
• Deploy, update, and maintain instructional software and classroom systems; perform imaging, data recovery, and lifecycle maintenance for macOS and Windows devices in computer classrooms.
• Manage classroom computers, user accounts, and group policies within Active Directory.
• Implement and troubleshoot classroom technology solutions.
• Research and evaluate emerging technologies for instructional environments.
• Perform routine maintenance and propose improvements to enhance classroom reliability and efficiency.
• Provide responsive support for classroom technology through onsite visits, phone, service requests, and remote assistance.
• Maintain high customer satisfaction through clear communication and effective problem-solving.
• Serve as an escalation point for Tier 1 and student technicians, ensuring timely resolution of complex classroom technology issues.
• Stay current with classroom technology standards, operating systems, software applications, and security practices.
• Document technical procedures, resolutions, and contribute to knowledge base articles.
• Assist in training faculty and staff on classroom technology features and best practices.

• Identify opportunities for process improvement and recommend strategies for efficiency.
• Provide guidance to users on classroom technology policies and capabilities.
• Perform additional duties as assigned, including travel to various campus locations.

• Two (2) years of relevant experience. An 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.
• Valid driver's license and ability to pass CJIS background check.
• Hardware/software troubleshooting and repair.
• Installation and maintenance of operating systems and applications.
• Network client configuration and troubleshooting.
• Strong customer service and communication skills.
• Proficiency in diagnosing and resolving technical issues in classroom environments.
• Experience supporting users in person and remotely.
• Knowledge of macOS and Windows operating systems, networking basics, and security practices.
• Ability to work independently and collaboratively in a fast-paced environment.

• Experience with M365, Google Workspace, JAMF, and KACE.
• Technical certifications (e.g., CompTIA A+).
• Familiarity with AV systems and classroom technology integration.
• Experience with imaging and deployment in multi-user environments.
• Knowledge of specialized instructional software (e.g., Adobe Creative Cloud, SPSS, MATLAB).

Work is performed in indoor and/or outdoor environments, and requires frequent lifting, bending, tool use or equipment use. May involve work in confined spaces or at heights.

M-F; 9:00AM - 5:00PM

Pay Grade: USA/MTA Grade 16