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GENERAL SUMMARY OF POSITION: 

The Technical Support Specialist II  is a vital member of the UMass Medical School IT Helpdesk and IT Department as a whole. We strive to not only provide world class customer service, but to train and mentor our constituents and colleagues so they are empowered to become the best versions of themselves through technology.   

Under the direction of the Manager, IT Helpdesk or designee, the Technical Support Specialist II is responsible for delivering an exceptional customer exeperience for all issues reported to the IT department by the students, faculty and staff of UMass Medical School. The overall responsibility of this position is to triage, troubleshoot and resolve calls from our constituents and guide their requests through to completion. The position is very customer service focused and the ideal candidate will posses exceptional interpersonal skills.

This is an onsite role supporting our Westborough, MA location.

MAJOR RESPONSIBILITIES:

• Field incoming support requests through one of our omni channels of contact. Phone, Self Service,Walk-Ins and Live Chat
• Follow standard troubleshooting procedures to properly identify root causes, attempt troubleshooting and escalate as needed
• Understand and be able to effectively communicate all IT workflows, processes, and policies to our customers. Resolve a minimum 70% of your tickets and seeing reported issues through to a satisfactory resolution.
• Provide a world class customer experience for our constituents and maintain a 95% Net Promoter Score
• Develop your professional and technical skills through ongoing training and team led coaching/mentoring.
• Communicate with fellow team members effectively to share knowledge across the team.
• Lead and participate in projects approved by management that will improve the experience of our customers and colleagues.
• Identify software and systems that are non-compliant with UMass Med School IT policies and provide a solution to become compliant.
• Occasional weekend and night on-call duties.
• Perform other duties as required.

REQUIRED QUALIFICATIONS:

• A passion for Customer Service
• High School diploma and degree in progress or equivalent experience in a related field
• 2 years of related experience
• Possess the skills and foundational knowledge to understand, communicate and enforce our policies on Data Security
• Demonstrates exceptional interpersonal skills.
• Strong problem-solving skills.
• Ability to diagnose and resolve common Windows and MacOS inquiries including Microsoft 365 products.
• In depth understanding of computer systems and networks
• Adept at working through ambiguous situations.
• Skilled at setting priorities and working to target timelines and metrics.
• Ability to own the resolution of reported issues through to completion.
• Ability to conceptualize and implement new solutions that improve the experience of our technicians and customers.
• Excellent listener and communicator; verbal and written.
• Strong organizational skills and the ability to handle multiple tasks concurrently.
• Ability to travel to off-site locations.
• Prior experience supporting users in technical capacity a plus, though not required.

PREFERRED QUALIFICATIONS:

• Bachelors Degree in a related field or certifications that align with technical support.