Technical Assistant III (Educ)

**Title:** Technical Assistant III (Educ) **Executive Area:** Academic Affairs **College/School/MBU:** Other Academic Units **Department:** Lib - Library Systems **Work Location:** Amherst **Schedule:** Full time **Work Arrangement:** Onsite **Job Summary** UMass Amherst Information Technology specializes in delivering solutions tailored to the unique needs of UMass Amherst departments and focuses on providing comprehensive management, support, compliance, and incident resolution for university-owned equipment. Desktop Support Technician plays an essential role in UMass Amherst Libraries that provides Tier 1 customer support through various channels such as phone, email, service requests, chat/remote assistance, and in-person assistance. **Essential Functions** Customer Service and Escalation Management: Provide Tier 1 customer support through various channels such as phone, service requests, and chat/remote assistance. Maintain a high-level of customer satisfaction by ensuring excellent communication and problem-solving skills. Communicate effectively with the Triage Team lead and Senior Desktop Support Technicians to facilitate the resolution of service requests within set Service Level Agreement (SLA) standards of EDS Clients. Technical duties and Issue Resolution: Diagnose and troubleshoot connectivity issues, including network systems, applications, printers, workstations. Troubleshoot hardware and software issues related to desktops, laptops, printers, and peripherals. Provide software, hardware, and service suggestions to clients based on tech trends and departmental standards. Assist in equipment planning, purchasing and installation. Install, update, and maintain software applications, and perform system imaging, data recovery, and workstation lifecycle maintenance for IT clients. Set up MacOS and Windows workstations. Training and Development: Stay up to date with established and emerging network standards, PC operating systems, software applications, hardware platforms, peripherals, security practices, and industry certifications. Documentation: Accurately document and record all completed tasks and assignments. Ensure accurate and up-to-date documentation of technical procedures, issue resolutions, and knowledge base articles. **Other Functions** Identify areas for process improvements and recommend strategies to enhance efficiency and effectiveness. Performs other duties as assigned. **Minimum Qualifications** One (1) year of relevant experience, which includes: Hardware and software troubleshooting and repair. Installation, maintenance, configuration and troubleshooting of workstation operating systems applications and network client software. Associate degree or above can substitute for one (1) year of relevant experience. Education toward such a degree or diploma will be prorated on the basis of the proportion of the requirements actually completed. Excellent customer service skills with ability to provide support and engage with individuals at every organizational level, including members of the campus community, in a friendly, courteous, and professional manner. Demonstrate proficiency in recognizing, investigating, and resolving technical issues, while offering end-user support across a range of technical applications, systems, and operating system challenges. Some experience supporting users remotely either over the phone, through written instructions or with remote assistance software. Knowledge or recent experience in installing and configuring computer hardware, operating systems, applications, and peripherals, in macOS and Windows environments and troubleshooting standard business productivity software and current macOS and Windows operating systems. Knowledge or experience troubleshooting VPN clients and wired/wireless network configurations. Ability to read and understand technical manuals, procedural documentation, and online vendor knowledge base articles. Familiarity with information technology se…