University of Massachusetts Amherst · 2 months ago
EDP Programmer I (Service Desk Specialist I)
Amherst, MA
Full-time
Onsite
Entry Level
1+ years expThe University of Massachusetts Amherst is a nationally ranked public land-grant research university that seeks to expand educational access and fuel innovation. The Service Desk Specialist I assists the UMass Amherst community with technology and IT account related questions, providing tier 1-2 technical support and ensuring timely resolution of service requests.
EducationHigher EducationUniversities
Responsibilities
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. Provides efficient and effective tier 1-2 technical support
Provides, estimates, or expedites the fulfillment of requests for service, or initiates corrective action and assists in 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
Tracks and 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
Works with 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 with all of the policies and procedures associated with IT Service Management (ITSM)
Recognizes and identifies potential 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
Represents IT Service Desk at 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 ITSM best practices
Demonstrates capacity, skill and 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)
Qualification
Required
High school degree with one (1) year experience with any 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 and the appropriate tact and diplomacy to project 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
Experience with operating systems and platforms and with hardware, software, and services that are in general use within higher educational institutions
Ability to operate computer and peripheral equipment
Strong analytical and organizational skills, with demonstrated attention to detail, and ability to follow detailed instructions and standard operating procedures
Ability to troubleshoot complex problems and use sound judgment when analyzing client questions to identify problems and determine the appropriate strategies for troubleshooting these problems
Must possess excellent oral and written communication skills, and able to accurately communicate with non-technical individuals on technical matters
Preferred
Associate's or bachelor's degree preferred
Customer service experience in a technical work environment is preferred
Company
University of Massachusetts Amherst
The University of Massachusetts Amherst is a public research university offering undergraduate, master's, and doctoral programs.
1001-5000 employees
H1B Sponsorship
University of Massachusetts Amherst has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (69)
2024 (77)
2023 (56)
2022 (79)
2021 (19)
2020 (31)
Funding
Current Stage
Late StageTotal Funding
$137.34MKey Investors
U.S. Department of DefenseU.S. Environmental Protection AgencyThe Howard Hughes Medical Institute
2024-09-18Grant· $7.9M
2024-07-16Grant· $6.37M
2023-11-16Grant· $2.5M
Leadership Team
Christopher Salthouse
Co-Founder Center for Personalized Health Monitoring
Alejandro Reuss
Instructor
Recent News
2025-12-17
2025-12-17
2025-12-03
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