IT Technical Support Specialist I - University of Massachusetts Medical School

GENERAL SUMMARY OF POSITION:

The Technical Support Specialist I is a vital member of the UMass Medical School IT Helpdesk and IT Department as a whole. We strive to not only provide world class customer service, but to train and mentor our constituents and colleagues so they are empowered to become the best versions of themselves through technology.  

The Technical Support Specialist I is responsible for delivering support for technical and non technical inquiries reported to the IT department by the students, faculty and staff of UMass Medical School. The overall responsibility of this position is to triage, troubleshoot and resolve calls from our constituents and guide their requests through to completion. The position is very customer service focused and the ideal candidate will posses exceptional interpersonal skills.

ESSENTIAL FUNCTIONS:

• Field incoming support requests through one of our omni channels of contact. Phone, Self Service,Walk-Ins and Live Chat
• Major focus on resolving calls at the point of first contact and seeing reported inquiries through to a satisfactory resolution.
• Understand and be able to effectively communicate all IT workflows, processes, and policies to our customers.
• Document all employee inquiries and resolutions accurately and effectively into our Service Now platform.
• Develop your professional and technical skills through ongoing training and team led coaching/mentoring.
• Follow standard troubleshooting procedures to properly identify root causes, attempt troubleshooting and, in some cases, escalate as needed.
• Communicate with fellow team members effectively to share knowledge across the team.
• Take ownership in the employee experience and contribute directly to the company culture for all employees.
• Learn company policies and procedures and apply knowledge to make sound, logical decisions.
• Participate in projects as required.
• Occasional weekend and night on-call duties.
• Perform other duties as required.

REQUIRED QUALIFICATIONS:

• 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
• Possess the skills and foundational knowledge to understand, communicate and enforce our policies on Data Security.
• Demonstrates 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 listener and communicator; verbal and written.
• Strong organizational skills and the ability to handle multiple tasks concurrently.
• Ability to travel to off-site locations.
• Prior experience supporting users in technical capacity a plus, though not required.