30 days old

Help Desk Coordinator II

Bentley University
Waltham, MA 02452
  • Job Code
    113882603

Bentley University

Job Description Summary
The Bentley IT Help Desk Coordinator II position entails providing IT support over the phone, email, remotely, and in-person at the walk-up desk or occasionally in faculty/staff offices. Responsibilities include assisting with the supervision of student staff, client consultation, troubleshooting for computer hardware, software, and applications.

Top notch customer service support skills, technical knowledge and aptitude and a natural curiosity toward problem solving are required. The ideal candidate will enjoy working with people, have a reassuring demeanor, solid analytical skills, attention to detail, multi-tasking capabilities and computer support knowledge and troubleshooting experience with PCs, Macs, mobile and peripheral devices.

Essential Functions

  • At the Bentley IT Help Desk, as part of a team enter, triage and resolve technical support needs via phone, email, voicemail, and in person at the IT walk-up desk or occasionally in faculty/staff offices, utilizing an ITSM ticketing tool for documenting all interactions. At times there is very high call volume and heavy walk up traffic to support.
  • Create and send University critical email notifications while under time pressure, to inform the Bentley community of unscheduled IT interruptions and planned maintenance for IT services.
  • Write IT support documentation, including knowledge base articles, operating procedures and update existing IT support documentation, in support of IT operations, projects and software applications
  • Position is responsible for diagnosing, rectifying, and configuring Microsoft O365 (Outlook, OneDrive, SharePoint, Teams), computer hardware/software, networking, email, printing, cybersecurity, account issues, and other IT issues. Responsible for timely troubleshooting, diagnosis, escalation and resolution of IT issues. Excellent and timely communication for the resolution of problems are paramount to the position. Critical thinking and good judgement are essential.
  • Professional training, education and awareness of emerging technologies are required, including interaction with the Bentley community by providing one-on-one or group consultation and IT education. Required to self-learn and become proficient diagnosing and utilizing new technologies.

Minimum Qualifications

  • High School diploma, plus minimum of four years of related work experience, ideally working in a technical related field on a customer service Help Desk. Bachelor's degree preferred.
  • In depth experience with Windows and Mac Operating Systems, mobile devices; iOS, Android
  • Proficient in the use, administration and support of Active Directory and Microsoft Exchange, Office 365, including Outlook, Office, OneDrive, SharePoint, and Teams
  • Help Desk/Customer service ITSM ticketing system usage and experience, i.e. ServiceNow
  • Knowledge of cybersecurity including SPAM, phishing prevention, detection and remediation

Bentley University requires references checks and may conduct other pre-employment screening.

DIVERSITY STATEMENT

Bentley University strives to create a campus community that welcomes the exchange of ideas, and fosters a culture that values differences and views them as a strength in our community.

Bentley University is an Equal Opportunity Employer, building strength through diversity. The University is committed to building a community of talented students, faculty and staff who reflect the diversity of global business. We strongly encourage applications from persons from underrepresented groups, individuals with disabilities, covered veterans and those with diverse experiences and backgrounds.

PI113882603

<p><strong>Bentley University</strong><br /> <br /> <strong><u>Job Description Summary</u></strong><br /> The Bentley IT Help Desk Coordinator II position entails providing IT support over the phone, email, remotely, and in-person at the walk-up desk or occasionally in faculty/staff offices. Responsibilities include assisting with the supervision of student staff, client consultation, troubleshooting for computer hardware, software, and applications. <br /> <br /> Top notch customer service support skills, technical knowledge and aptitude and a natural curiosity toward problem solving are required. The ideal candidate will enjoy working with people, have a reassuring demeanor, solid analytical skills, attention to detail, multi-tasking capabilities and computer support knowledge and troubleshooting experience with PCs, Macs, mobile and peripheral devices. <br /> <br /> <strong><u>Essential Functions</u></strong></p> <ul> <li>At the Bentley IT Help Desk, as part of a team enter, triage and resolve technical support needs via phone, email, voicemail, and in person at the IT walk-up desk or occasionally in faculty/staff offices, utilizing an ITSM ticketing tool for documenting all interactions. At times there is very high call volume and heavy walk up traffic to support.</li> <li>Create and send University critical email notifications while under time pressure, to inform the Bentley community of unscheduled IT interruptions and planned maintenance for IT services.</li> <li>Write IT support documentation, including knowledge base articles, operating procedures and update existing IT support documentation, in support of IT operations, projects and software applications</li> <li>Position is responsible for diagnosing, rectifying, and configuring Microsoft O365 (Outlook, OneDrive, SharePoint, Teams), computer hardware/software, networking, email, printing, cybersecurity, account issues, and other IT issues. Responsible for timely troubleshooting, diagnosis, escalation and resolution of IT issues. Excellent and timely communication for the resolution of problems are paramount to the position. Critical thinking and good judgement are essential.</li> <li>Professional training, education and awareness of emerging technologies are required, including interaction with the Bentley community by providing one-on-one or group consultation and IT education. Required to self-learn and become proficient diagnosing and utilizing new technologies.</li> </ul> <p><strong><u>Minimum Qualifications</u></strong></p> <ul> <li>High School diploma, plus minimum of four years of related work experience, ideally working in a technical related field on a customer service Help Desk. Bachelor's degree preferred.</li> <li>In depth experience with Windows and Mac Operating Systems, mobile devices; iOS, Android</li> <li>Proficient in the use, administration and support of Active Directory and Microsoft Exchange, Office 365, including Outlook, Office, OneDrive, SharePoint, and Teams</li> <li>Help Desk/Customer service ITSM ticketing system usage and experience, i.e. ServiceNow</li> <li>Knowledge of cybersecurity including SPAM, phishing prevention, detection and remediation</li> </ul> <p>Bentley University requires references checks and may conduct other pre-employment screening.<br /> <br /> <strong><u>DIVERSITY STATEMENT</u></strong><br /> <br /> Bentley University strives to create a campus community that welcomes the exchange of ideas, and fosters a culture that values differences and views them as a strength in our community.<br /> <br /> Bentley University is an Equal Opportunity Employer, building strength through diversity. The University is committed to building a community of talented students, faculty and staff who reflect the diversity of global business. We strongly encourage applications from persons from underrepresented groups, individuals with disabilities, covered veterans and those with diverse experiences and backgrounds.</p> <img src="https://analytics.click2apply.net/v/Do422lHVYA8oFYwysqVEy"> <p>PI113882603</p>

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Posted: 2019-09-21 Expires: 2019-10-22

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Help Desk Coordinator II

Bentley University
Waltham, MA 02452

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