IT Technical Support Specialist II

UMass Chan Medical School
Worcester, MA
Job Description
The Technical Support Specialist II is a vital member of the UMass Medical School IT Helpdesk and IT Department, responsible for delivering an exceptional customer experience for all issues reported to the IT department.

Requirements

  • Field incoming support requests through one of our omni channels of contact
  • Follow standard troubleshooting procedures to properly identify root causes, attempt troubleshooting and escalate as needed
  • Understand and be able to effectively communicate all IT workflows, processes, and policies to our customers
  • Develop your professional and technical skills through ongoing training and team led coaching/mentoring
  • Communicate with fellow team members effectively to share knowledge across the team
  • Lead and participate in projects approved by management that will improve the experience of our customers and colleagues
  • Identify software and systems that are non-compliant with UMass Med School IT policies and provide a solution to become compliant
  • Perform other duties as required
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