IT Technical Support Specialist I

University of Massachusetts • Worcester, MA

396d

About The Position

The Technical Support Specialist I plays a crucial role in the UMass Medical School IT Helpdesk, focusing on delivering exceptional customer service and technical support to students, faculty, and staff. This position involves troubleshooting and resolving technical inquiries, ensuring a positive user experience, and contributing to the overall IT department's mission of empowering users through technology.

Requirements

• A passion for customer service.
• High school diploma and degree in progress or equivalent experience in a related field.
• 0-1 years of related experience.
• Skills and foundational knowledge to understand and enforce data security policies.
• 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.
• Ability to own the resolution of reported inquiries through to completion.
• Ability to work in a fast-paced, innovative environment.
• Excellent verbal and written communication skills.
• Strong organizational skills and ability to handle multiple tasks concurrently.
• Ability to travel to off-site locations.

Nice To Haves

• Prior experience supporting users in a technical capacity.

Responsibilities

• Field incoming support requests through various channels including phone, self-service, walk-ins, and live chat.
• Resolve calls at the point of first contact and ensure inquiries are satisfactorily completed.
• Effectively communicate IT workflows, processes, and policies to customers.
• Document all inquiries and resolutions accurately in the Service Now platform.
• Develop professional and technical skills through ongoing training and mentoring.
• Follow standard troubleshooting procedures to identify root causes and escalate issues as needed.
• Communicate effectively with team members to share knowledge.
• Take ownership of the employee experience and contribute to company culture.
• Learn and apply company policies and procedures to make sound decisions.
• Participate in projects as required.
• Occasional weekend and night on-call duties.
• Perform other duties as required.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Educational Services
• Education Level: High school or GED