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University of Massachusetts Dartmouth · 12 hours ago

IT Service Center Technician

Dartmouth, MA

Full-time

Onsite

Mid Level

$58K/yr - $74K/yr

3+ years exp

The University of Massachusetts Dartmouth is seeking an IT Service Center Technician to provide tier 1 IT support to the campus community. The role involves troubleshooting technical issues, providing support for technology-enabled learning spaces, and collaborating with other IT teams to enhance service delivery.

Higher Education

No H1B

U.S. Citizen Only

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

Qualification

WindowsMacOSLinuxTechnical supportOffice365Adobe Creative CloudCase management systemClassroom technologiesEnterprise device managementIssue resolution skillsCustomer service attitudeInterpersonal skillsOrganizational skills

Required

Bachelor's Degree

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

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

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