Please Note: Internal Employees, please access the Career app on the Workday Dashboard homepage to apply for the position.

The University of Massachusetts Global (UMass Global) is a private, nonprofit affiliate of the University of Massachusetts. Accredited by WASC (Western Association of Schools and Colleges), the university offers undergraduate, graduate, credential, and certificate programs designed to be relevant to more than 90 career paths. UMass Global has ranked consistently among the best in the nation by U.S. News and World Report.

At the University of Massachusetts Global, we value the personal health and financial well-being of our employees. With our affordable and flexible benefit packages we aim to provide peace of mind to allow employees to focus on important aspects of their lives. Our benefits include:

Healthcare

Medical, dental, and vision plans - including health and flexible spending accounts - that cover you and your family.

Work-Life Balance

We encourage a healthy work-life balance, that’s why we offer flexible schedules and remote work opportunities. In addition, we provide generous vacation and sick time and 13 paid holidays which includes a winter break.

Financial Protection

For life's unexpected surprises - we provide life and disability insurance, prepaid legal, identity theft, critical illness, accident, and travel assistance. We also have programs to help you manage student debt offered through SAVI. Employees are also eligible for Public Student Loan Forgiveness.

Tuition Remission

We support the educational goals of you and your family by providing tuition discounts at UMass Global and Chapman University.

Wellbeing

24/7 counseling support, through our Employee Assistance Program, and free premium subscription to Calm for you and your dependents! In addition, our Wellness program provides year-round events that bring together our community and promotes employee well-being.

Retirement

Pre-tax and Roth options with a generous match of 6% and additional employer contribution of 3% - totaling 9%!

The Service Desk Technician will be the first responder to issues reported. This person will determine by prescribed methods when to move issues to level/tier 2 support. The Service Desk Technician will create “Playbooks” for each supported system and processes to allow self-assistance in the user community. The Service Desk staff responsibilities include being the technical writers for the IT Service Desk.

New hires must be fully vaccinated against COVID-19 (including any boosters recommended by the CDC) and demonstrate proof of vaccination upon hire unless you are exempt from this requirement under state law or have an approved medical or religious accommodation.

UMass Global employees are eligible to participate in a voluntary hybrid flexible work arrangement benefit (remote work) with approval of their supervisor, through the University’s Voluntary Flexible Work Arrangement Program.

The hiring range for this position is $22.88 - $27.00 per hour. Offers are determined by a variety of factors, including but not limited to: geographical location, knowledge, skills, years & depth of experience, and equity with internal team members.

Receive close supervision from the Director, Client Services.

• Close Supervision — indicates that the incumbent is assigned duties according to specific procedures. Work is checked frequently, and in addition there may be formal training.

POSITION DUTIES AND RESPONSIBILITIES:

ESSENTIAL FUNCTIONS:

Percentage

• Responds to requests for technical assistance in person, via phone, electronically. Logs all help desk interactions.
• Diagnoses and resolves technical hardware and software issues.
• Escalates hardware issues to tier II technicians as is appropriate. Identifies and escalates situations requiring urgent attention.
• Research questions using available information resources and redirects problems to appropriate resources
• Follows standard help desk procedures and advises users on appropriate action.
• Administers help desk software.
• Documents resolutions and updates knowledge base.
• Prepares activity reports.
• Stays current with system information, changes, and updates.
• Other duties as assigned

100%

TOTAL

100%

POSITION SPECIFICATIONS AND REQUIREMENTS:

EDUCATION, EXPERIENCE, CERTIFICATION AND/OR LICENSES:

• 1 to 2 years’ experience in a Level/Tier 1 service desk environment, providing phone and email technical assistance.
• 1 to 2 years’ experience using issue tracking software.

• 1 to 2 years’ experience using MS Office tools.
• 1 to 2 years’ experience using both Windows and Mac Operating Systems.
• Working knowledge of fundamental operations of relevant software, hardware, and other equipment.

Desired:

• Help Desk Training and Certification desirable.
• Experience with Blackboard, Image Now, and Datatel and other Enterprise Software.

ESSENTIAL KNOWLEDGE, SKILLS, AND ABILITIES:

• First line of contact for our customers.
• Strong quality customer service.
• Ability to work in changing environment and adjust to schedule changes.
• Ability to work independently and in a team environment.
• Ability to organize work in an efficient manner and to work well under stress and time pressures.
• Knowledge of relevant call tracking applications
• Knowledge and experience of customer service practices
• Strong oral and written communication skills
• Related experience and training

Machines, Tools, Equipment, Electronic Devices and Software: Personal computer and intermediate knowledge of Microsoft Office Suite, including word, excel, and outlook.

Contact with Students: Frequent

Contact with Faculty and/or Staff: Frequent

Contact with Community and Vendors: Frequent

Please Note: Internal Employees, please access the Career app on the Workday Dashboard homepage to apply for the position.

Equal Employment Opportunity – UMass Global is committed to providing an educational and work environment free of unlawful discrimination and harassment in any form. UMass Global prohibits all forms of discrimination and harassment on the basis of age, ancestry, color, religious creed (including religious dress and grooming practices), disability (mental and physical), marital status, medical condition, genetic information, military and veteran status, national origin (including language use restrictions), race, sex (including pregnancy, childbirth, breastfeeding, and/ related medical conditions), gender, gender identity, gender expression, sexual orientation, or any other characteristic protected by local, state or federal law.

Reasonable Accommodation – UMass Global provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the recruitment department at recruiting@umassglobal.edu.