UMass Chan Medical School · 1 day ago
IT Technical Support Specialist II
Worcester, MA
Full-time
Onsite
Entry, Mid Level
2+ years expUMass Chan Medical School is seeking an IT Technical Support Specialist II to join their IT Helpdesk team. This role focuses on providing exceptional customer service by triaging, troubleshooting, and resolving IT issues reported by students, faculty, and staff.
EducationHigher EducationMedical
Hiring Manager
Anna T.
Responsibilities
Field incoming support requests through one of our omni channels of contact. Phone, Self Service, Walk-Ins and Live Chat
Follow standard troubleshooting procedures to properly identify root causes, attempt troubleshooting and escalate as needed
Understand and be able to effectively communicate all IT workflows, processes, and policies to our customers. Resolve a minimum 70% of your tickets and seeing reported issues through to a satisfactory resolution
Provide a world class customer experience for our constituents and maintain a 95% Net Promoter Score
Develop your professional and technical skills through ongoing training and team led coaching/mentoring
Communicate with fellow team members effectively to share knowledge across the team
Lead and participate in projects approved by management that will improve the experience of our customers and colleagues
Identify software and systems that are non-compliant with UMass Med School IT policies and provide a solution to become compliant
Occasional weekend and night on-call duties
Perform other duties as required
Qualification
Required
A passion for Customer Service
High School diploma and degree in progress or equivalent experience in a related field
2 years of related experience
Possess the skills and foundational knowledge to understand, communicate and enforce our policies on Data Security
Demonstrates exceptional interpersonal skills
Strong problem-solving skills
Ability to diagnose and resolve common Windows and MacOS inquiries including Microsoft 365 products
In depth understanding of computer systems and networks
Adept at working through ambiguous situations
Skilled at setting priorities and working to target timelines and metrics
Ability to own the resolution of reported issues through to completion
Ability to conceptualize and implement new solutions that improve the experience of our technicians and customers
Excellent listener and communicator; verbal and written
Strong organizational skills and the ability to handle multiple tasks concurrently
Ability to travel to off-site locations
Prior experience supporting users in technical capacity a plus, though not required
Preferred
Bachelor's Degree in a related field or certifications that align with technical support
Company
UMass Chan Medical School
Massachusetts’ first and only public academic health sciences center is made up of three graduate schools.
5001-10000 employees
H1B Sponsorship
UMass Chan Medical School 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
2023 (2)
2022 (1)
2021 (1)
Funding
Current Stage
Late StageTotal Funding
$13.6MKey Investors
Centers for Disease Control and PreventionCommonwealth of Massachusetts
2025-11-18Grant· $2M
2024-04-03Grant· $11.6M
Leadership Team
M
Marc Uknis
Adjunct Associate Professor Of Surgery, Microbiology & Applied Physiology
Michael Collins
Chancellor
Recent News
2026-01-03
Digital Journal
2025-11-25
Company data provided by crunchbase