EDP Programmer ; Service Desk Specialist

Title: EDP Programmer I (Service Desk Specialist I)

Executive Area: Information Technologies

College/School/MBU: Information Technology

Department: IT Operations

Work Location: Amherst

Schedule:Full Time

Work Arrangement:Onsite

The Service DeskSpecialistI (EDP I) assistsmembers 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 Idocumentsall  user communications in Service Deskticket 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. Providesefficientand effective tier 1-2technicalsupport.
• Provides, estimates, or expedites the fulfillment of requests for service, or initiates corrective action and assistsin 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.
• Tracksand 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.
• Workswith 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 withall ofthe policies and procedures associated with IT Service Management (ITSM).
• Recognizesandidentifiespotential 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.
• RepresentsITService Deskat 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 ITSMbest practices.
• Demonstrates capacity,skilland willingness to engage students and contribute to student success.
• Provides feedback and recommendations for support materials for UMass IT services (e.g., online and print documentation; video tutorials; presentations).

• High schooldegreewith one (1) year experience withany of the following:hardware and software troubleshooting and repair; installation, maintenance and troubleshooting of workstation operating systems and applications; installation, configuration and troubleshooting of network client software.
  
  An IT-related including engineering associate or bachelor's degree may be substituted for the required experience.
• Valid driver's license.
• Must have excellent customer service skills andtheappropriatetact and diplomacytoproject a positive image of IT and UMass to external as well as internal audiences.
• Ability to work successfully with diverse groups of technical and non-technical faculty, staff, vendors, and students.
• Exper…