University of Massachusetts Medical School

  • Desktop Support Engineer – Mac & Windows

    Minimum Salary US-MA-Worcester
    Job Location 2 weeks ago(10/3/2018 9:52 AM)
    Requisition Number
    2018-31712
    # of Openings
    1
    Posted Date
    Day
    Shift
    Exempt
  • Overview

    GENERAL SUMMARY OF POSITION:

    The Desktop Support Engineer is involved in all aspects of computer support Services (Mac/Windows), resolving

    hardware and software problems in a multiple platform environment.

    Responsibilities

    MAJOR RESPONSIBILITIES:

    • Under the direction of the Manager of  PC Services, provides second level support to end users
    • Review and advise company’s standard PC hardware platforms
    • Review and advise company’s standard PC software suite
    • Implement and maintain  the configuration of the PC Software
    • Maintain and repair PC hardware
    • Makes critical business decisions daily with minimal supervision
    • Acknowledge and resolve user service requests utilizing the service request management system
    • Broad application of standard principles, concepts and techniques, including working knowledge of related fields, toward the identification and resolution of user problems
    • Provide resolution to a diverse range of complex problems
    • Frequently interacts with all other areas of Information Services, and external customers as necessary
    • Escalates more difficult user issues as appropriate
    • Preparation and presentation of troubleshooting documentation via Help Desk FAQs
    • Performs other duties and responsibilities as required.

    Qualifications

    REQUIRED QUALIFICATIONS:

    • Some College education or formal training
    • 3-5 years of related experience
    • Excellent oral and written communication skills
    • Travel to off-site locations required.

    PREFERRED QUALIFICATIONS:

    • ACMT or other Apple Certification
    • MCDST or other Microsoft Certification
    • Scrum/Agile experience
    • Casper/SCCM/McAfee/Office 365 experience
    • Customer Service/Negotiation skills
    • Corporate and/or Higher-Ed experience

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