Job Information
University of Massachusetts Amherst EDP Programmer I in Amherst, Massachusetts
EDP Programmer I
Apply now (https://secure.dc4.pageuppeople.com/apply/822/gateway/default.aspx?c=apply&lJobID=522932&lJobSourceTypeID=801&sLanguage=en-us) Job no: 522932
Work type: Staff Full Time
Location: UMass Amherst
Department:Dean - Pub Health & Health Sci
Union:USA/MTA
Categories: Computer & Information Technology, School of Public Health & Health Sciences
About UMass Amherst
UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate, and professional degrees. The University sits on 1,450-acres in the scenic Pioneer Valley of Western Massachusetts. This location offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region.
Job Summary
The Service Desk Specialist I (EDP I) will assist members of the UMass Amherst community (students, staff, and faculty) with a wide range of technology and IT account related questions in person, over the telephone, by email, through the Service Now ticket system, or via chat. The Service Desk Specialist I will document all user communications in the Service Now ticket tracking system, and SPHHS knowledge base. The EDP 1 will use sound judgment when analyzing client questions to fulfill service requests and identify problems. Leveraging the existing knowledge base and the EDP 2 role, the EDP 1 will be trained in how to determine appropriate strategies for advanced troubleshooting/fulfillment and reassigning/referring the issue where appropriate.
Essential Functions
Serves as a customer service representative for School of Public Health & Health Sciences ITO, providing timely responses to requests for IT technical support and service received via Service Now tickets, chat/email, or in person. Provides efficient and effective tier 1-2 technical support.
Provides tier 1 estimates, for service, or initiates corrective action and assists in coordinating resolution of issues, including but not limited to configuration of hardware, software, account management, telephony, IT services, or escalation or reassignment of ticket to appropriate staff and departments when necessary.
Uses appropriate knowledge bases, relevant research, and available tools to troubleshoot and resolve various technical problems or fulfill requests for service.
Receive instruction, and training from the EDP 2 role specifically around UMass procedure, and SPHHS policy and procedures to improve the EDP 1’s overall performance.
Contributes to the IT knowledge base by writing and updating both publicly and privately facing documentation for supported software and services.
Documents support activity, including communication, troubleshooting steps taken, issue resolution activities, and service request fulfillment procedures in ticket tracking system.
Tracks and monitors unresolved problems, inquiries, requests, and tickets to ensure a timely resolution and the highest levels of customer satisfaction; Reviews work queues consistently throughout the day to prevent overdue and languishing tickets; escalates, reassigns, and resolves as necessary.
Works with department representatives, on-campus project managers, outside contractors, and other IT staff to create and monitor the timely completion of work and assure proper billing for services installed.
This position will require some transportation of IT equipment from other areas on campus to the various SPHHS buildings around campus, requiring a driver's license.
Other Functions
Maintains an awareness of advancements in technology, such as hardware, software, and services, that will impact effectiveness across the enterprise and keep current with industry and ITSM best practices.
Performs other duties as assigned.
Provides feedback and recommendations for support materials for UMass IT services (e.g., online and print documentation; video tutorials; presentations).
Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)
High school diploma with one (1) year experience with any of the following: hardware and software troubleshooting and repair; installation, maintenance and troubleshooting of workstation operating systems and applications; installation, configuration and troubleshooting of network client software that are in general use within higher educational institutions.
Required to have one (1) year experience working with Microsoft Office 365 in an enterprise environment.
Massachusetts Class D driver's license or equivalent required.
Must have developable customer service skills and the willingness to learn the appropriate tact and diplomacy to project a positive image of IT and UMass to external as well as internal audiences.
Ability to work successfully with diverse groups of technical and non-technical employees.
Ability to operate computer and peripheral equipment.
Analytical and organizational skills, with demonstrated attention to detail, and ability to follow detailed instructions and standard operating procedures.
Ability to troubleshoot problems and use sound judgment. Willingness to learn how to analyze client questions to identify problems and determine the appropriate strategies for troubleshooting these problems.
Must possess reasonable oral and written communication skills, as well as have, or be willing to learn how to accurately communicate with non-technical individuals on technical matters.
Aptitude for learning new technology through manuals, the Internet and trial-and-error.
Ability to pass Criminal Justice Information Systems (CJIS) background check.
Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)
Some experience with Windows Active Directory a plus.
Limited experience with enterprise level virtualization technologies and high availability.
Limited experience with current versions of Windows workstations and Macintosh workstation hardware and OS. (specifically, Windows 11 & MacOS 14)
Knowledge of the Adobe Creative Suite (i.e. Photoshop, Dreamweaver, Illustrator, etc.)
Manageable and trainable documentation skills.
A+ and/or Network + technical certifications or similar certifications a plus.
Physical Demands/Working Conditions
Daily tasks include lifting, bending, reaching, crawling into small, enclosed spaces to install, service and maintain technology and technology-related equipment.
Ability to lift 50lbs independently and heavier loads with assistance.
Typical Office Activities.
Work Schedule
Monday - Friday, 9:00AM to 5:00pm; 37.5 hours per week.
Up to 1.5 days of remote work per work week. This flexible schedule is subject to change provided there are appropriate reasons to support the request which will be reviewed by the Director of IT annually or at the school, and/or University’s request.
This position has the opportunity for a hybrid work schedule, which is defined by the University as an arrangement where an employee's work is regularly performed at a location other than the campus workspace for a portion of the week. As this position falls within the University Staff Association, it is subject to the terms and conditions of the University Staff Association collective bargaining agreement, therefore.
Salary Information
USA/MTA Non-Exempt Grade 14.
Special Instructions to Applicants
Along with the application, please submit a resume. References will be checked at the finalist stage. Please be prepared to provide contact information for three (3) professional references.
UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, caste, creed, sex, age, marital status, national origin, disability, political belief or affiliation, pregnancy and pregnancy-related condition(s), veteran status, sexual orientation, gender identity and expression, genetic information, natural and protective hairstyle and any other class of individuals protected from discrimination in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University. To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans. It is the policy of UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.
Advertised: Aug 7 2024 Eastern Daylight Time
Applications close: Nov 10 2024 Eastern Standard Time
