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GENERAL SUMMARY OF POSITION:

It’s an exciting time to be at UMass Medical School!  U.S. News & World Report ranks UMass Medical School in the top 10 percent nationwide in primary care, and this opportunity gives the right candidate the chance to be part of an elite academic and research institution that is among the most affordable in the country.  As a member of our Information Technology Department, you will join a dynamic team of dedicated individuals committed to delivering forward thinking solutions with a focus on continuous improvement. At UMass Medical School IT we recognize and reward independent thought and innovative ideas. We have fostered an environment where the team dynamic is embraced and collaboration and FUN are core components of our culture! 

The PC Services Technician II is an emerging role in the PC Services area resolving hardware and software problems in a multiple platform environment.

MAJOR RESPONSIBILITIES:

• Under the direction of the Manager of PC Services, provides second level support to end users
• Maintain and repair PC hardware
• Acknowledge and resolve user service requests utilizing the service request management system
• Applies standard principles, concepts and techniques toward the identification and resolution of user problems
• Provide resolution to an assortment of problems of moderately complex scope
• Interacts with all areas of Information Services as necessary
• Escalates more difficult user issues as appropriate
• Performs other duties as required.

REQUIRED QUALIFICATIONS:

• Some college education or formal training
• 1-3 years if related experience
• Excellent oral and written communication skills
• Valid driver’s license and dependable transportation.

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