Service Desk Technician I

University of Massachusetts • Aliso Viejo, CA

415d • $47,840 - $54,080 • Remote

About The Position

The Service Desk Technician I at UMass Global serves as the first point of contact for technical assistance, addressing issues reported by users and determining when to escalate them to higher-level support. This role involves creating documentation for self-assistance, logging interactions, and maintaining a knowledge base to enhance service efficiency. The position is hybrid, requiring candidates to be within a reasonable distance from the Central Admin Office in Aliso Viejo, CA.

Requirements

• 1 to 2 years' experience in a Level/Tier 1 service desk environment providing phone and email technical assistance.
• 1 to 2 years' experience using issue tracking software.
• 1 to 2 years' experience using MS Office tools.
• 1 to 2 years' experience using both Windows and Mac Operating Systems.
• Working knowledge of fundamental operations of relevant software, hardware, and other equipment.

Nice To Haves

• Help Desk Training and Certification desirable.
• Experience with Blackboard, Image Now, and Datatel and other Enterprise Software.

Responsibilities

• Respond to requests for technical assistance in person, via phone, and electronically.
• Log all help desk interactions.
• Diagnose and resolve technical hardware and software issues.
• Escalate hardware issues to tier II technicians as appropriate.
• Identify and escalate situations requiring urgent attention.
• Research questions using available information resources and redirect problems to appropriate resources.
• Follow standard help desk procedures and advise users on appropriate action.
• Administer help desk software.
• Document resolutions and update the knowledge base.
• Prepare activity reports.
• Stay current with system information, changes, and updates.
• Create 'Playbooks' for supported systems and processes.

Benefits

• Travel reimbursement
• Wellness program
• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• Flexible spending account
• Employee assistance program
• Vision insurance
• Loan forgiveness
• Flexible schedule

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Educational Services
• Education Level: No Education Listed