IT Service Center Technician

OFFICIAL JOB TITLE: IT Service Center Technician

DIVISION: Administration & Facilities

BARGANINING UNIT STATUS: ESU, Cat. 13

DEPARTMENT: CITS

FLSA STATUS: Exempt

EEO STATUS: 3.7

JOB CODE: 100

REPORTS TO: Manager of IT Services

SUPERVISES: Provide functional guidance to student workers

SUMMARY PURPOSE OF POSITION: The IT Service Center Technician provides tier 1 IT support to the UMass Dartmouth campus community. Their in-depth knowledge of current versions of Windows, macOS, and Linux workstation operating systems, and current software packages is the foundation for their success in troubleshooting access, connectivity, and software issues. Their typical day consists of scheduled support appointments, ad-hoc classroom technology support for faculty, IT service case resolution, and back-office equipment trouble-shooting. The IT Service Center Technician guides and trains IT student workers and collaborates with other IT Service Center Technicians and Senior IT Service Center Technicians. During the semester breaks when the support volume is lower, they assist with the deployment of new workstations and classroom technology, and perform maintenance and upgrades on existing equipment. They understand and adhere to the principles of information security. The IT Service Center Technician can explain technical solutions to non-tech savvy customers. They actively seek improvements in their daily workflows and processes to improve efficiency. The IT Service Center Technician provides excellent customer service to our campus community in support of the academic and research mission at UMass Dartmouth.

They follow the University's best practices to build and/or support student academic success and retention, and assist in meeting strategic objectives for persistence and timely graduation of all student population.

EXAMPLES OF PRIMARY DUTIES AND RESPONSIBILITIES:

• Utilizes the IT case management system to log and manage tickets to resolve technical issues
• Ensures efficient analysis and resolution of issues
• Determines independently, guided by IT service procedures, how to best resolve cases such as in-person, remotely, or if escalation to Senior IT Service Center Technicians or technical IT teams is needed
• Provides technical support for technology-enabled learning spaces
• Provides technical support for print services and other campus wide initiatives
• Installs standardized software builds on University-owned computers and devices
• Deploys IT equipment in accordance with University policies
• Resolves security threats and cleans infected or compromised computers and devices
• Assists with University IT asset management coordinating with property control as needed
• Executes the move of IT equipment related to office moves
• Participates in testing of new devices, software tools, and applications
• Supports data-driven decision making with accurate record keeping
• Documents work and issues resolution for future reference
• Promotes cross-team and cross-functional collaboration and knowledge sharing
• Collaborates with other CITS teams and technicians in academic departments
• Participates in professional development opportunities
• Performs other job-related duties and responsibilities that may be assigned and/or the job description changed periodically to reflect changing organization needs

MINIMUM QUALIFICATIONS:

• EDUCATION: Bachelor's Degree
• EXPERIENCE:
  
  
  
  • Demonstrated (3 or more years) experience troubleshooting computers/devices
  • Demonstrated (3 or more years) experience supporting operating systems (i.e., Windows, macOS, iOS, Android, Linux)
  • Previous experience (1 or more years) using and supporting application software (i.e., Office365, MS Office apps, Adobe Creative Cloud, web browsers, and endpoint protection)
  • Previous (1 or more years) experience working in a case management system
  • Experience troubleshooting classroom technologies (audio and projection systems)
  • Experience with enterprise device management
  
  
  
  
• OTHER:
  
  
  
  • Will need to be available for off-hours, evening and/or weekends as projects dictate
  • Will need to lift and move technology equipment
  • Some travel may be required
  
  
  
  

PREFERRED:

• Experience working in higher education
• Relevant certifications in operating systems

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

• Significant issue resolution skills
• Ability to handle multiple priorities and work assignments successfully in a collaborative environment
• Ability to approach projects and problems with a sense of ownership, enthusiasm, and innovation
• Ability to make written and oral presentations clearly and effectively
• Ability to create and maintain technical documentation (i.e. workflow diagrams, implementation instructions.)
• Excellent interpersonal skills to work with a diverse University community
• Positive customer service attitude, patience with customers
• Excellent organizational skills

SALARY: $57,791 - $74,000

UMass Dartmouth offers exciting benefits such as:

• 75% Employer-Paid Health Insurance
• Flexible Spending Accounts
• Life Insurance
• Long Term Disability
• State Pension Retirement Plan
• Optional Retirement Savings Plans
• Tuition Credit (Employee, Spouse, & Dependents)
• Twelve (12) paid holidays
• Paid personal, vacation, and sick time
• And More!

Benefits for ESU Union: ESU

Applicants must be authorized for employment in the U.S. on a full-time basis. Employment-based visa sponsorship is not available.

To apply please submit a letter of interest, a current resume and the contact information for three professional references.

The deadline for internal applicants is November 1, 2024.

The review of internal and external applications will be ongoing until the position is filled.