Bentley University
Help Desk Coordinator II
Bentley University, Watertown, Massachusetts, us, 02472
Job Description SummaryThe Bentley IT Help Desk Coordinator II position provides IT support over the phone, email, remotely, in-person or occasionally in faculty/staff offices. Responsibilities include customer contact, documentation, troubleshooting and resolving routine and non-routing technical issues for software/applications, computer hardware, networking, and account issues. This includes client consultation for new or existing applications, resolving authentication and access issues to all Bentley supported applications, troubleshooting document permission issues related to Microsoft365 including OneDrive, Teams and SharePoint, testing new software or features and creating end-user documentation.
This position works closely with the Faculty/Staff desktop support team as well as with Systems, Networks and Database Administration teams in testing and troubleshooting enterprise and application specific upgrades, enhancements and new deployments. They will help respond to and troubleshoot entry level cybersecurity threats in collaboration with the Cybersecurity Team and support Cybersecurity training programs related to cyber hygiene. Bentley's first level technical support is often handled by student staff and this position also includes assisting in the supervision and training of student staff.
Top notch customer service support skills, advanced technical knowledge and aptitude and a natural curiosity toward problem solving are required. The ideal candidate will genuinely enjoy working with people in a patient manner (including colleagues and clients), along with a reassuring demeanor, motivation, analytical skills, attention to detail, follow through, multi-tasking capabilities and expert Windows and macOS operating systems support.
Must be self-motivated, reliable, dependable, work well independently and collaboratively within a team, and be a role model within a professional business environment. Will attend required meetings and trainings for soft skills and technical skills, both online and in-person, which may be outside of the standard work schedule.
Essential FunctionsAt the Bentley IT Help Desk, as part of a team, enters, triage and resolve technical support needs via phone, email, voicemail, remotely and in person at the IT walk-up desk or occasionally in faculty/staff offices, utilizing ServiceNow for documenting all troubleshooting and interactions. At times there is very high call volume and heavy walk-up traffic to support.Proficient in the use, administration and support of Active Directory and Microsoft Entra, Exchange, and Microsoft 365, including Outlook, Office, OneDrive, Teams and SharePoint.Support the incident, knowledge, major incident and IT Change Control process by creating and sending end-user communications, responding to technical issues and creating/updating technical knowledge base articles for internal and client needs for operations or projects.Configure, diagnose and resolve Microsoft 365 (Outlook, Office, OneDrive, Teams, SharePoint) issues.Install, approve, diagnose and resolve issues related to academic or enterprise software or applications.Configure and troubleshoot wired, Wi-Fi (wireless) and other network connectivity issues.Knowledge of cybersecurity including anti-virus/malware software/tools, SPAM detection, phishing prevention and remediation of viruses and malware.Efficiently troubleshoot, diagnose, resolve and/or escalate all IT issues presented by users.Professional training, education and awareness of emerging technologies are required, including self-directed learning in support of Bentley's various IT initiatives and enhancement of soft skills.Knowledge of Windows and Macs hardware and software, mobile devices (iPhones, Androids), ITIL/ITSM software and principles including ServiceNow (or something similar), remote desktop support (Bomgar), VPN, MFA, telephony, network printing, audio visual and enterprise computing environments helpful.Responsibilities include administrative tasks associated with the Help Desk and student staff; including assisting with supervision, hiring and training for up to 20 student staff. Stocking office supplies, organizing office, etc.Minimum Qualifications
High School diploma, plus 4 years of related work experience, ideally working in a technical related field on a customer service Help Desk. Bachelor's degree preferred.Experience with Windows, Mac, iOS and Android operating systems.Experience with Help Desk/customer service ITSM ticketing system usage and experience, i.e. ServiceNow.Experience installing and upgrading software, computer hardware and printers.Experience with network connectivity (wired and wireless) support and troubleshooting.Demonstrated enhanced verbal and written communication skills coupled with expert customer support experience.Proven technical expertise, knowledge and troubleshooting ability.Self-motivated and ability to work independently and collaboratively with a team.Multi-tasking, excellent judgement, attention to detail and follow through skills a must.Work Environment
Shared six-person office space at the IT Help Desk. Performing field desktop support, travelling outside in various weather elements to accomplish technical support calls may be needed. Limited off campus travel required.Lifting up to 25 pounds. Sitting for long periods of time on the phone and standing at the walk-up counter or carrying equipment to faculty and staff offices on campus.Required to be available for occasional after-hours support for colleagues and clients (outside of standard work hours) for resolution and troubleshooting IT issues. At times, the use of personal cell phone for work will be required.
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.
This position works closely with the Faculty/Staff desktop support team as well as with Systems, Networks and Database Administration teams in testing and troubleshooting enterprise and application specific upgrades, enhancements and new deployments. They will help respond to and troubleshoot entry level cybersecurity threats in collaboration with the Cybersecurity Team and support Cybersecurity training programs related to cyber hygiene. Bentley's first level technical support is often handled by student staff and this position also includes assisting in the supervision and training of student staff.
Top notch customer service support skills, advanced technical knowledge and aptitude and a natural curiosity toward problem solving are required. The ideal candidate will genuinely enjoy working with people in a patient manner (including colleagues and clients), along with a reassuring demeanor, motivation, analytical skills, attention to detail, follow through, multi-tasking capabilities and expert Windows and macOS operating systems support.
Must be self-motivated, reliable, dependable, work well independently and collaboratively within a team, and be a role model within a professional business environment. Will attend required meetings and trainings for soft skills and technical skills, both online and in-person, which may be outside of the standard work schedule.
Essential FunctionsAt the Bentley IT Help Desk, as part of a team, enters, triage and resolve technical support needs via phone, email, voicemail, remotely and in person at the IT walk-up desk or occasionally in faculty/staff offices, utilizing ServiceNow for documenting all troubleshooting and interactions. At times there is very high call volume and heavy walk-up traffic to support.Proficient in the use, administration and support of Active Directory and Microsoft Entra, Exchange, and Microsoft 365, including Outlook, Office, OneDrive, Teams and SharePoint.Support the incident, knowledge, major incident and IT Change Control process by creating and sending end-user communications, responding to technical issues and creating/updating technical knowledge base articles for internal and client needs for operations or projects.Configure, diagnose and resolve Microsoft 365 (Outlook, Office, OneDrive, Teams, SharePoint) issues.Install, approve, diagnose and resolve issues related to academic or enterprise software or applications.Configure and troubleshoot wired, Wi-Fi (wireless) and other network connectivity issues.Knowledge of cybersecurity including anti-virus/malware software/tools, SPAM detection, phishing prevention and remediation of viruses and malware.Efficiently troubleshoot, diagnose, resolve and/or escalate all IT issues presented by users.Professional training, education and awareness of emerging technologies are required, including self-directed learning in support of Bentley's various IT initiatives and enhancement of soft skills.Knowledge of Windows and Macs hardware and software, mobile devices (iPhones, Androids), ITIL/ITSM software and principles including ServiceNow (or something similar), remote desktop support (Bomgar), VPN, MFA, telephony, network printing, audio visual and enterprise computing environments helpful.Responsibilities include administrative tasks associated with the Help Desk and student staff; including assisting with supervision, hiring and training for up to 20 student staff. Stocking office supplies, organizing office, etc.Minimum Qualifications
High School diploma, plus 4 years of related work experience, ideally working in a technical related field on a customer service Help Desk. Bachelor's degree preferred.Experience with Windows, Mac, iOS and Android operating systems.Experience with Help Desk/customer service ITSM ticketing system usage and experience, i.e. ServiceNow.Experience installing and upgrading software, computer hardware and printers.Experience with network connectivity (wired and wireless) support and troubleshooting.Demonstrated enhanced verbal and written communication skills coupled with expert customer support experience.Proven technical expertise, knowledge and troubleshooting ability.Self-motivated and ability to work independently and collaboratively with a team.Multi-tasking, excellent judgement, attention to detail and follow through skills a must.Work Environment
Shared six-person office space at the IT Help Desk. Performing field desktop support, travelling outside in various weather elements to accomplish technical support calls may be needed. Limited off campus travel required.Lifting up to 25 pounds. Sitting for long periods of time on the phone and standing at the walk-up counter or carrying equipment to faculty and staff offices on campus.Required to be available for occasional after-hours support for colleagues and clients (outside of standard work hours) for resolution and troubleshooting IT issues. At times, the use of personal cell phone for work will be required.
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.