IT Technical Support Specialist I

University of Massachusetts • Worcester, MA

391d

About The Position

The Technical Support Specialist I plays a crucial role in the IT Helpdesk at UMass Medical School, focusing on delivering exceptional customer service and technical support to students, faculty, and staff. This entry-level position involves troubleshooting and resolving technical inquiries, ensuring a positive experience for all users while fostering a culture of empowerment through technology. The specialist will work under the direction of the IT Helpdesk Manager, contributing to the overall efficiency and effectiveness of the IT department.

Requirements

• High School diploma or GED with a degree in progress or equivalent experience in a related field.
• 0-1 years of related experience in technical support or customer service.
• Strong problem-solving skills and ability to diagnose common Windows and MacOS inquiries.
• In-depth understanding of computer systems and networks.
• Exceptional interpersonal skills and ability to communicate effectively.
• Strong organizational skills and ability to manage multiple tasks concurrently.
• Ability to travel to off-site locations.

Nice To Haves

• Prior experience supporting users in a technical capacity is a plus.

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 ServiceNow 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.
• Perform occasional weekend and night on-call duties.
• Carry out 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