Technical Assistant III (Desktop Support Technician)

About UMass Amherst

UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts, and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region.

Job Summary

The Desktop Support Technician (Technical Assistant III) configures, maintains, and supports the computer systems operated by Administration & Finance (A&F) Information Technology clients. These computer system, and the services they deliver, provide mission critical services to A&F Information Technology. These services include file and print sharing, group collaboration, messaging and calendaring, and managed server and workstation security. Additionally, the person recommends new technologies, and participates in implementation and special projects as required.

Essential Functions

• Troubleshoot, repair and upgrade mission critical PC and MAC workstations and peripherals.
• Troubleshoot, install and upgrade software applications and operating systems on network attached workstations.
• Install workstation peripherals and setup software and the operating system to allow workstations to connect to the University network and computing resources.
• Perform System Imaging, data recovery, and workstation lifecycle maintenance.
• Diagnose and trouble shoot connectivity problems including but not limited to, problems involving network operating systems, applications, servers, printers, workstations, and cabling.
• Monitor and tune Workstation performance.
• Keep current with information security practices, common attack vectors, established and emerging network standards and protocols, server operating systems, PC and MAC operating systems, software applications, hardware platforms and peripherals, and Industry certifications.
• Make software, hardware, and services recommendations to campus clients. This requires staying abreast of current hardware, software, and service technology trends and assessing their usefulness and appropriateness to the campus. Participates in planning, installation, and expansion of local area network systems, equipment and services.
• Accurately create and document procedures.
• Document and record work performed.
• May need to travel to other campuses to support their equipment as needed.

Other Functions

Perform other related duties as assigned.

Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

• One (1) year of relevant experience.
• Associate degree or higher can substitute for the relevant experience.
• Experience working with multiple computer systems in a networked client/server environment. Must have working knowledge of TCP/IP networking, the management of shared resources in a networked environment and security management.
• Experience in meeting the demands of complex production-oriented environments where timeliness and availability of information is considered critical.
• Hands on experience must include installation and maintenance of enterprise class server operating systems; installation, configuration, and maintenance of network client software and operating systems; software and hardware problem resolution.
• Excellent communication skills both written and oral especially, as consultation and accurate communication with non-technical individuals on technical matters is a requirement for this individual. Ability to converse well in person and by telephone.
• Experience with Microsoft Windows, Linux, DameWare Utilities, Symantec Ghost Enterprise, and data communications.
• Demonstrated attention to detail, ability to follow detailed instructions and make independent judgments, and strong technical analytic abilities.
• Ability to pass Criminal Justice Information Systems (CJIS) background check.

Physical Demands/Working Conditions

Requires the ability to balance, carry, pull, push, stand, bend, climb, drive, reach, sit, twist, lift, travel to other campuses, and perform repetitive movements.

Work Schedule

Monday - Friday; 8:30am - 5:00pm.

Salary Information

USA/MTA Non-Exempt Grade 15.

Special Instructions to Applicants

Along with the application, please submit a resume. References will be checked at the finalist stage. Please be prepared to provide contact information for three (3) professional references.

UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, caste, creed, sex, age, marital status, national origin, disability, political belief or affiliation, pregnancy and pregnancy-related condition(s), veteran status, sexual orientation, gender identity and expression, genetic information, natural and protective hairstyle and any other class of individuals protected from discrimination in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University. To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans. It is the policy of UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.