Enterprise Support Technician II

University Of Massachusetts Medical School Worcester , MA 01601

Posted 2 months ago

Overview

GENERAL SUMMARY OF POSITION:

It's an exciting time to be at UMass Medical School! U.S. News & World Report ranks UMass Medical School in the top 10 percent nationwide in primary care, and this opportunity gives the right candidate the chance to be part of an elite academic and research institution that is among the most affordable in the country. As a member of our Information Technology Department, you will join a dynamic team of dedicated individuals committed to delivering forward thinking solutions with a focus on continuous improvement. At UMass Medical School IT we recognize and reward independent thought and innovative ideas. We have fostered an environment where the team dynamic is embraced and collaboration and FUN are core components of our culture!

Under the direct supervision of the Help Desk Manager or designee, the Enterprise Support Technician II provides first level support for all incoming calls to the Help Desk via telephone, e-mail, walk-in, and self-service. The Enterprise Support Technician II will also provide courteous, timely, and effective resolution of customer issues.

Responsibilities

MAJOR RESPONSIBILITIES:

  • Provide coverage to the Information Technology Help Desk

  • Receive and Responds to telephone, walk-in, e-mail and self-services request in a courteous and professional manner

  • Resolve semi-complex service and problem tickets

  • Use an Automatic Call Distribution system for answering inbound calls and making outbound follow-up calls

  • Applies standard principles, concepts, and techniques toward the identification and resolution of semi-complex user problems with a high level of detail and accuracy

  • Performs other duties as required.

Qualifications

REQUIRED QUALIFICATIONS:

  • Associates degree in relevant field or equivalent working experience

  • 2 years of related experience in a call center or help desk environment

  • Excellent oral and written communication skills

  • Technical acumen for Windows & Mac Operating Systems

  • Mobile Devices Support (iOS, Windows, Android)

  • Strong understanding of computer hardware and software technologies including but not limited to remote support, wireless and mobile technologies

  • Ability to work independently and as a team member

  • Ability to accurately follow guidelines, policies and procedures

  • Ability to perform a variety of concurrent tasks with minimal supervision or direction

  • Ability to travel to off-site locations.

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Enterprise Support Technician II

University Of Massachusetts Medical School