Bentley University
Help Desk Coordinator II
Bentley University, Waltham, Massachusetts, United States, 02254
Job Description SummaryThe Bentley IT Help Desk Coordinator II position provides IT support over the phone, email, remote, in-person or occasionally in faculty/staff offices. Responsibilities include initial customer contact, resolving routine issues, troubleshooting non-routine or problem issues, client consultation with using existing or new applications, resolving authentication and access issues to all applications on campus, advising and troubleshooting document permissions issues related to Teams, Sharepoint and One Drive, testing new software or features and creating end-user documentation.
Bentley's Tier 1 support is primarily handled by student staff. This position include assisting in the supervision and training of student staff. In addition, this position works closely with the Systems, Networks and Database Administration teams in testing and troubleshooting enterprise and application specific upgrades, enhancements and new deployments.
This position also supports response to and troubleshooting of cybersecurity threats in collaboration with the Cybersecurity Team. In addition, this position will support Cybersecurity in training programs related to cyber hygiene.
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 various operating systems support.
Must be self-motivated, reliable, and dependable, work well independently and collaboratively within a team, and want to learn and be a role model within a professional business environment. Will attend required meetings and trainings, 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 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 ServiceNow for documenting all 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 Exchange, Microsoft 365, including Outlook, Office, OneDrive, SharePoint, and Teams
Support the University IT Change Control process by creating and sending end-user communications, responding to technical issues related to change and working with the Change Management Teams to document end-user knowledge base articles
Create and update IT support documentation, including knowledge base articles and operating procedures, in support of IT operations, projects and software applications
Configure, diagnose and resolve Microsoft 365 (Outlook, OneDrive, SharePoint, Teams) issues
Install, diagnose and resolve issues related to academic software on personal devices,
Configure and troubleshoot wifi and other network connectivity issues
Knowledge of cybersecurity including SPAM, phishing prevention, detection and remediation of virus, malware and ransomware
Troubleshoot, diagnose, resolve and/or escalate any and 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
Knowledge of ITIL, ServiceNow, remote desktop support, VOIP Phones, Linux, HTML 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 25 student staff.
Minimum Qualifications
A minimum of a High School Diploma or GED equivalent.
A minimum of 2 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 verbal and written communication skills coupled with 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. If 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.
Work Schedule
Academic Year (mid-August through mid-May): Monday - Friday 8:00 a.m. - 4:00 p.m.
Summer (mid-May through mid-August): Monday - Thursday 8:00 a.m. - 5:30 p.m.
Please note: During breaks between academic semesters, there will be required schedule adjustments, as we follow the academic calendar.
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.
Bentley's Tier 1 support is primarily handled by student staff. This position include assisting in the supervision and training of student staff. In addition, this position works closely with the Systems, Networks and Database Administration teams in testing and troubleshooting enterprise and application specific upgrades, enhancements and new deployments.
This position also supports response to and troubleshooting of cybersecurity threats in collaboration with the Cybersecurity Team. In addition, this position will support Cybersecurity in training programs related to cyber hygiene.
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 various operating systems support.
Must be self-motivated, reliable, and dependable, work well independently and collaboratively within a team, and want to learn and be a role model within a professional business environment. Will attend required meetings and trainings, 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 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 ServiceNow for documenting all 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 Exchange, Microsoft 365, including Outlook, Office, OneDrive, SharePoint, and Teams
Support the University IT Change Control process by creating and sending end-user communications, responding to technical issues related to change and working with the Change Management Teams to document end-user knowledge base articles
Create and update IT support documentation, including knowledge base articles and operating procedures, in support of IT operations, projects and software applications
Configure, diagnose and resolve Microsoft 365 (Outlook, OneDrive, SharePoint, Teams) issues
Install, diagnose and resolve issues related to academic software on personal devices,
Configure and troubleshoot wifi and other network connectivity issues
Knowledge of cybersecurity including SPAM, phishing prevention, detection and remediation of virus, malware and ransomware
Troubleshoot, diagnose, resolve and/or escalate any and 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
Knowledge of ITIL, ServiceNow, remote desktop support, VOIP Phones, Linux, HTML 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 25 student staff.
Minimum Qualifications
A minimum of a High School Diploma or GED equivalent.
A minimum of 2 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 verbal and written communication skills coupled with 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. If 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.
Work Schedule
Academic Year (mid-August through mid-May): Monday - Friday 8:00 a.m. - 4:00 p.m.
Summer (mid-May through mid-August): Monday - Thursday 8:00 a.m. - 5:30 p.m.
Please note: During breaks between academic semesters, there will be required schedule adjustments, as we follow the academic calendar.
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.