Senior Desktop Support Technician (EDP Programmer II)

About UMass Amherst

The flagship of the Commonwealth, the University of Massachusetts Amherst is a nationally ranked public land-grant research university that seeks to expand educational access, fuel innovation and creativity, and share and use its knowledge for the common good. Founded in 1863, UMass Amherst sits on nearly 1,450-acres in scenic Western Massachusetts and boasts state-of-the-art facilities for teaching, research, scholarship, and creative activity. The institution advances a diverse, equitable, and inclusive community where everyone feels connected and valued—and thrives, and offers a full range of undergraduate, graduate and professional degrees across 10 schools and colleges, and 100 undergraduate majors. We believe every member of our university community can contribute to our ongoing success by striving for the highest level of excellence as we seek breakthrough solutions to mounting environmental, social, economic, and technological challenges in our world. 

 

Job Summary

UMass Amherst Information Technology Enterprise Desktop Support (EDS) specializes in delivering solutions tailored to the unique needs of UMass Amherst departments and focuses on providing comprehensive management, support, compliance, and incident resolution for university-owned equipment. The Senior Desktop Support Technician (EDP Programmer II) is responsible for providing advanced technical support to IT Enterprise Desktop Support customers in academic and administrative departments encompassing faculty, staff, and students, troubleshooting escalated complex desktop and software issues, and ensuring the security of the university-owned systems.

 

Essential Functions 

• Provides customer support through various channels such as onsite visits, phone, service requests, and chat/remote assistance while maintaining a high level of customer satisfaction through excellent communication and problem-solving skills. 
• Acts as an escalation point, assists Tier 1 technicians in resolving complex technical issues to maintain operational efficiency, and communicates effectively with the Triage Team Lead and IT Leads to facilitate the resolution of service requests resolutions within set Service Level Agreement (SLA) standards for EDS Clients. 
• Diagnoses and troubleshoots escalated connectivity issues, including network systems, applications, printers, workstations. Troubleshoots hardware and software issues related to desktops, laptops, printers, and peripherals.  
• Deploys, updates, and maintains software applications, and performs system imaging, executes data recovery, and manages lifecycle maintenance of workstations for EDS clients ensuring optimal functionality. Manages current versions of macOS and Windows workstations. Manages computers, users, groups, group policy, and provides maintenance and support related to Active Directory services. Tier 2 (intermediate) systems implementation, troubleshooting, and analysis. 
• Explores, tests, and evaluates emerging technologies for potential adoption and implementation. 
• Performs routine maintenance and repairs on desktop computers, mobile devices, and peripherals. Proposes and implements solutions to enhance operational efficiency. Collaborates with and assists the IT Lead with technical tasks and contribute to high-level projects. Effectively establishes priority and urgency levels for tasks to ensure timely and effective resolution. 
• Stays up to date with established and emerging network standards, PC operating systems, software applications, hardware platforms, peripherals, security practices, programming languages, and industry certifications. 
• Accurately documents technical procedures and knowledge base articles, and records all completed tasks and assignments.  

 

Other Functions

• Identifies areas for process improvement and recommends strategies to enhance efficiency and effectiveness. 
• Provides instructions to both new and existing users/clients on system features, capabilities, and policies. 
• Performs additional assigned duties, which may include travel to various work sites using a motor vehicle and overseeing up to three student employees.  

 

Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

• Two (2) years of relevant experience, which includes:
  • Hardware and software troubleshooting and repair. 
  • Experience in installation, maintenance, configuration, and troubleshooting of current macOS and Windows operating systems, applications, and network client software. 
• Associate degree or abov