Senior Service Desk Technician

Springfield, MA, United States

Senior Service Desk Technician

Western New England University is seeking Senior Service Desk Technician. The Senior Service Desk Technician is primarily responsible for handling the more technical and complex classroom and desktop software installations as well as configuring and supporting desktop management software tools such as those used for imaging, patching and tracking of hardware and software. They must also help to ensure that all calls, E-Mails and in-person questions and issues are addressed accurately and professionally with the goal of attaining the highest possible level of customer satisfaction.

The Senior Service Desk Technician must possess a unique blend of strong technical skills and communication skills. They must be knowledgeable enough to manage the most technically complex desktop configurations and desktop management systems while also effectively communicating via telephone, E-Mail or face-to-face with customers who may be emotional and/or unfamiliar with technology. In addition, this person must provide leadership to a staff of student workers and must also be able to work productively and effectively without supervision. Above all, this person must be exceptionally customer service oriented.

ESSENTIAL DUTIES:

Please list in order of importance, with the first duty being the most important.

Provide technical support for the most technically complex classroom desktop configurations.

Provide technical support for the management and configuration of desktop/laptop lifecycle management tools used for executing task such as imaging, software patching, hardware/software tracking, etc.

Provide backup support for the preparations of desktop/laptop deployments to faculty, staff and public areas, utilizing established best practice PC image deployment methodology and ensuring software license compliance and inventory tracking for all units supplied by the Service Desk for deployment.

Research technical solutions, as needed, in support of Service Desk requests by staff, faculty and students.

Document common solutions to issues and requests for use by other Service Desk and Desktop Support group staff members.

Continuously research technology to develop suggestions for streamlining and improving processes for the support and deployment of technology.

Provide backup support for overseeing the Service Desk and classroom technology support function of the Office of Information Technology as needed. Duties include but are not limited to:

Providing second level and backup support to student Service Desk workers for solving issues and answering questions presented via the Service Desk phone, E-Mail and walk-in staff members, faculty members and students.

Providing second level and backup support to student Service Desk workers for solving classroom presentation equipment issues as they occur.

Assist in the management of student workers by providing direction and support, ensuring that established policies and processes are followed and that the service and information provided is accurate and professionally delivered.

Entering and overseeing the entry of data to the ticketing system, ensuring proper process is followed and information is clear and complete.

Escalating of issues received by the Service Desk as needed.

Communicating issue trends to the Service Desk team.

Communicating and/or coordinating the replenishment of parts for the Service Desk.

EQUIRED KNOWLEDGE, SKILL AND ABILITIES:

Strong leadership skills.

The ability to effectively utilize web resources in order to research technology or solve problems.

The ability to remove complex viruses and spyware from computers for which standard scanning tools are ineffective.

The ability to work effectively and cooperatively with a group to achieve a goal.

The ability to quickly grasp and learn new technologies pertaining to software and hardware advances.

The ability to work effectively in a structured environment utilizing established processes, while also possessing the skills to effectively articulate suggestions for improvements to those processes.

Excellent verbal and written communication skills.

Excellent organization and problem-solving skills.

Ability to work independently with minimal supervision.

Enthusiastic service orientation with sensitivity to the needs of users at all skill levels. Maintain a high level of quality customer service standards responding to questions and problems. Maintain a professional and tactful approach in all interactions, ensuring confidentiality and an individual's right to privacy regarding appropriate information.

Demonstrated ability to work effectively with a diverse group of individuals such as faculty, students, administrators, staff, and others.

Ability to travel as needed to participate in professional meetings, conferences, and events.

Ability to manage multiple tasks and priorities simultaneously and effectively in a fast-paced environment.

Ensure compliance with professional and technology standards, license and regulatory requirements, and Western New England University standards, policies, and procedures.

Flexibility to work evenings or weekends as necessary.

Performs related duties as assigned.

Excellent benefits including tuition remission for employee, spouse, and dependent children.

WesternNew England University (WNE)is a private, nationally ranked, comprehensive institution with a focus onpreparing work-ready and world-ready graduates. Founded in 1919 in Springfield,Massachusetts as a division of Northeastern College, WNE's 215-acre suburbancampus serves more than 3,700 students, including over 2,500 full-timeundergraduates. More than 47,000 alumni have earned degrees through its 90+undergraduate, graduate, and professional programs at Colleges of Arts andSciences, Business, Engineering, and Pharmacy and Health Sciences, and Schoolof Law. Students come from 39 U.S. states and territories and 23 countries. Of45,104 living alumni, 30% remain within the region, residing in the fourWestern Massachusetts counties and northern Connecticut.

WNE is classified among nationally ranked universities in USNews and World Report, and among the Top 100 Undergraduate Engineeringprograms, and in the Doctoral/Professional Universities category in the CarnegieClassification of Institutions of Higher Education.

WesternNew England University is an Equal Opportunity Employer. We welcome candidates whose background maycontribute to the further diversification of our community.