Bentley University · 1 day ago
Help Desk Coordinator II
Waltham, MA
Full-time
Onsite
Mid Level
$25.82/hr - $41.55/hr
4+ years expBentley University is an institution focused on providing quality education and support services. The Help Desk Coordinator II role is responsible for delivering IT support to a diverse group of users, including faculty, staff, and students, while managing technical issues and ensuring effective communication throughout the support process.
Universities
Responsibilities
Answer and triage incoming IT Help Desk support phone calls, ServiceNow tickets, respond to Microsoft Teams chats, emails and provide computer technical support and IT troubleshooting to Faculty, Staff, Students and others. At times there is high call volume and heavy walk-up traffic to support
Listen to client’s IT support needs, ask questions, gather information, perform troubleshooting, prioritize, research, solve, triage, escalate and record all steps in ServiceNow
Perform account management, administration and support within Active Directory, Microsoft Entra, Exchange, and M365, including Outlook, Office, OneDrive, Teams and SharePoint
Perform ad-hoc client training and consultation for computer hardware, software, networking and general IT support needs
Provide computer support utilizing advanced technical knowledge of PCs, Macs and mobile devices
Support incident, knowledge, major incident and the IT Change Control process by creating and sending end-user communications utilizing expert communication skills, responding to technical issues and creating/updating technical knowledge base articles for internal and client needs for operations or projects
Attend and participate in required meetings and trainings, both online and in-person
Assisting in the hiring, supervision, and training of student staff including account set up, creating and updating student staff documentation for up to 20 student staff
Imaging and asset management including inventorying, checking out and cleaning IT equipment
Qualification
Required
High School diploma
4 years of related work experience, ideally working in a technical/IT related field or a customer service Help Desk
In-depth knowledge and experience with current Windows and Mac Operating Systems, mobile devices; iOS, Android, ITIL/ITSM principles, remote desktop software, VPN, MFA, telephony, network printing, audio visual and enterprise computing environments helpful
Proficient in supporting the Microsoft 365 (M365) product suite
Supporting email configuration and usage, knowledgeable on SPAM/phishing detection, prevention and remediation
Proven technical aptitude and expertise, analytical skills, troubleshooting, problem solving and expert customer support experience
Requires a positive attitude, reassuring demeanor, high level of reliability and dependability and top-notch customer service skills
Must be able to take direction, work well independently and collaboratively within a team, motivated as a self-starter and want to learn and share knowledge with others
Excellent verbal and written communication skills and able to communicate effectively with all clients, regardless of their technical ability
Experienced in multi-tasking, demonstrating excellent judgement, attention to detail and follow through skills
Experience supporting, updating and troubleshooting Windows 10/11 OS, latest macOS, iPhones, iPads and Android mobile devices
Experience performing support in M365 administration in Entra (Azure) and AD on premises including account management, password resets, assigning permissions and disabling accounts
Experience in supporting, configuring and setting up M365 applications including Outlook, Office (Word, Excel, PowerPoint), OneDrive, Teams, SharePoint
Experience with viruses, malware detection, remediation and removal and identifying phishing, SPAM, spoofing and ransomware
Experience with supporting and troubleshooting hardware, software applications, and networking connectivity issues including wired and wireless connections
Experience working with IT Help Desk and a customer service ITSM ticketing system, i.e. ServiceNow
Experience installing and upgrading software, computer hardware, printers and peripherals
Preferred
Bachelor's degree preferred
Multi-lingual would be a plus
Benefits
Competitive compensation
Robust benefits
Career development and opportunities
Generous paid time off
Workplace flexibility
A positive, engaging employee experience
Company
Bentley University
A private co-educational university in Waltham, Massachusetts, 10 miles west of Boston, focused on business.
501-1000 employees
H1B Sponsorship
Bentley University 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 (18)
2024 (10)
2023 (13)
2022 (11)
2021 (6)
2020 (14)
Funding
Current Stage
Late StageTotal Funding
unknown2022-03-02Grant
Leadership Team
Maureen Forrester
Vice President for Administration & Finance, CFO/Treasurer
Kyle Wilson
Associate Director, Admission Partnerships & Pathways
Recent News
2025-12-13
FF News | Fintech Finance
2025-11-01
Providence Business News
2025-09-12
Company data provided by crunchbase