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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!

Due to our continued growth, we are seeking a dynamic Desktop Services Technician to be a key player in the success of the Productivity Services department. We are looking for someone who is eager to constantly learn and progress in their career. This person interfaces directly with customers performing day-to-day break/fix support and consults on matters of system usage requests and challenges. This person will report to the IT Productivity Services Manager and will participate in departmental initiatives with other key Productivity Services Team members which design and manage every facet of the desktop environment, implement and maintain centralized solutions for hardware and software assets, and other Information Technology services.

The successful candidate will work closely with all team members on software application, hardware integration, and other related upgrade projects. The Desktop Services Technician will learn and become a backup (or potential primary) support person in our efforts to conduct research, evaluate, build, test, integrate, and deploy solutions that effectively maintain the end-users computing needs. This person will provide tier 2 support for end-user and computer related issues, handle escalations within the Productivity Services Team and other IT groups, prioritize and manage time and assigned work as well as ensure all areas of performance are met. This person will also participate in the team development, short- and long-term planning, work on assignments that are complex in nature where considerable judgment and initiative are required in resolving problems and making recommendations, and may determine methods and procedures on new assignments and new challenges that present themselves on a daily basis.

The following competencies are essential:

• Maintain and repair PC and Mac hardware/OS
• Make critical business decisions daily with minimal supervision
• Prioritize workload with minimal supervision
• Acknowledge and resolve user service requests utilizing the service request management system
• Frequently contribute to the development of standard principles, concepts and techniques
• Provide or actively participate in resolution to complex problems that require the frequent use of creativity and application of knowledge of other areas
• Interact with management, and other senior level personnel on matters requiring coordination across organizational lines
• Represent the organization as a principle customer contact
• Participate in assigned cross functional IT projects
• Preparation and presentation of troubleshooting documentation via Help Desk FAQs

Some college education or formal training and 1-3 years of related experience are essential. Must have excellent oral and written communication skills, and must be able to travel between off-site campuses and work independently.  Must also have valid driver’s license and dependable transportation.

Comfort as a backup owner of critical services provided by the Productivity Services department and the ability to become a primary owner depending on experience and skills achieved over time are highly beneficial.

The following technologies experience are preferred:

• MAC Certified
• Microsoft SCCM Administration
• McAfee Antivirus & Encryption
• ePO Console Management
• Windows Imaging
• Scripting experience (i.e., VB script)
• Deep FreezeCrash Plan Pro
• Software Package building

Key strengths that are beneficial include the ability to interact with high level people and Healthcare or Higher Education industry background.

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