Desktop Applications Support Consultant
Job no: 496364
Position Type: Staff Full Time
Campus: UMass Boston
Department: IT Client Services
Pay Grade: 31
Date opened: Eastern Daylight Time
Applications close: Eastern Standard Time
Reporting to the Desktop Support Manager, the Desktop Applications Support Consultant is responsible for providing expert-level Tier II user support and desktop assistance for UMass Boston faculty, staff and students. The incumbent will be responsible for building positive relationships with customers and delivering timely, courteous and expert-level customer support through office visits, at the walk-in desks, over the phone and/or through the use of remote troubleshooting tools. The incumbent will take ownership of complex technical issues, working individually or with others as needed, to resolve even the most advanced issues. This position provides exposure to a broad and deep range of IT-related projects and activities.
Examples of Duties:
- Respond to a variety of support requests in-person or remotely providing expert-level Tier II user support and desktop assistance for faculty, staff and students; interact with a wide range of users with varying levels of computer familiarity;
- Review and work on tickets in the service management system; acknowledge unassigned tickets and contact users; update assigned tickets with actions taken and solutions keep users informed on progress;
- Work on and close approximately 18-22 tickets per week; use other available support tools, such as documentation and knowledge articles, remote troubleshooting software, and desktop management systems to support the work;
- Draft and maintain accurate documentation and knowledge base content both internal and customer-facing;
- Cross-train with other professional IT colleagues, and participate in the training and supervision of student employees;
- Serve as an administrator on server-based desktop management systems, as assigned;
- Perform hardware/software troubleshooting for computers running Windows or MacOS, and peripherals and mobile devices;
- Image/Re-image and deploy Windows and MacOS computers; install/upgrade operating systems, desktop management tools, and end-user application software; deliver computers to client offices and perform data back-up and retrieval as needed;
- Provide support for set-up, network installation, and use of various departmental printers;
- Provide support for new/moved/changed network connections; troubleshoot end-user issues with wireless and wired network connectivity;
- Serve as an IT liaison between colleges/departments and IT; assess user IT needs in specific client groups; assist client groups with IT planning; communicate about IT changes (policies, guidelines, products/services) through client visits, meetings and/or electronic communications;
- Provide advanced technology support for complex environments (research or clinical laboratories), and troubleshooting for classrooms and public instructional computer labs;
- Provide technical troubleshooting, training and instructor support on a wide variety of classroom and web/video conferencing technologies;
- Promote safe computing practices by encouraging the use of backup and anti-virus utilities, and by monitoring for endpoint security issues; patch systems and install software to protect against viruses/malware;
- Participate in project work and serve as a group member/leader as required; project work may include large or small-scale office moves/connectivity of computer equipment, computer replace program or network routing;
- Provide in-person desktop support to university remote sites at Bayside and in downtown Boston;
- Provide ad-hoc training to the user community;
- Perform minor physical work such as moving computers, monitors or printers across campus, as needed;
- Work at the IT service desk as Tier I frontline user support, as needed or assigned;
- Perform other duties as assigned.
Bachelor’s Degree and a minimum of three-five (3-5) years of service desk and desktop support experience, preferably in an academic setting, required. An additional four years of related service desk and desktop support experience can be substituted for the required Bachelor’s Degree. Strong technical skills across Microsoft Windows and Macintosh Operating System platforms, common applications and utilities required. Strong foundation of network troubleshooting knowledge required. Ability to lift at least 20 pounds is required.
- Proficiency in understanding basic networking and related troubleshooting;
- Knowledge of security risks, copyright violations, and other inappropriate or unlawful computing practices;
- Excellent troubleshooting skills with both Macintosh and Windows OS;
- Strong interpersonal skills which facilitate positive working relationships with both co-workers and end users;
- Strong oral and written communication skills, for personal interaction with end users, written reports, documentation and call ticket tracking;
- Desire and willingness to work with end-users and provide high-quality customer service to people at all levels in a university setting;
- Strong commitment to customer service.
Please apply online with your resume, cover letter, and list of three professional references.
Review of candidates will begin following the application closing date.
Only Internal candidates in the Professional Staff Bargaining Unit will be considered during the first 7 business days of the posting. All other candidates will be considered after that period.
Salary Ranges for the appropriate Pay Grade can be found at the following link:
Applications close: Eastern Standard Time
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All official salary offers must be approved by Human Resources.
The University of Massachusetts Boston provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, gender identity or expression, age, sexual orientation, national origin, ancestry, disability, military status, genetic information, pregnancy or a pregnancy-related condition, or membership in any other protected class. The University of Massachusetts Boston complies with all applicable federal, state and local laws governing nondiscrimination in employment in every location in which the university operates. This policy applies to all terms and conditions of employment.
The University of Massachusetts Boston is committed to providing a safe and secure environment that is supported by qualified employees for all of its students, faculty and staff to carry out the University's teaching, research and public service missions. As a condition of employment, the University will conduct appropriate background check reviews. For more information, please see the University of Massachusetts Boston campus policy and procedures for employee background reviews.