Help Desk Coordinator II - Bentley University in Waltham Massachusetts

Unfortunately, this job is expired as of 9/12/2013.

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Bentley University

Waltham, Massachusetts 02452

United States


Detailed Job Description

Posting Number: FY13141375

Division: BF - Business & Finance

Position Department: Help Desk & Computing Support Services

Position Classification: NF - Non-Exempt/Full Time

Position Band: 24N-Non-Exempt/Hourly

Title of Person to which Position Reports: Angela J. Middleton, Senior Recruiter

Description of Duties:
The Bentley Computing Services Help Desk provides software and hardware support to faculty, staff, and students on the Bentley campus. This includes front-line support of the 4,000 laptops in the student Mobile Computing Program. The Help Desk supports telephone, e-mail, web-based and face-to-face customer interactions. Supervision of the physical Computing Services Help Desk space within the Bentley Library. Friendly, courteous and professional facilitation of computing hardware, software, and training requests. The position requires telephone support and one-on-one consultation for the purpose of operational support of Bentley approved or owned hardware and software. This position is responsible for entering tickets, triaging, tracking and solving computer hardware and software problems for all faculty, staff and students. This position requires a person who combines a reassuring demeanor, solid analytical skills and experience with complementary technical skills in the area of PC computing. This person must be able to communicate well with clients, write effectively and clearly, and must combine knowledge and appreciation of higher education business priorities with knowledge of Microsoft Windows and Microsoft Office Applications.

Additional Description of Duties: Primary responsibility is for entering, triaging where appropriate and the ultimate resolution of operational problems, questions and requests that come to the Help Desk system via telephone, e-mail, voicemail, web and in-person requests. This position is responsible for rectifying both hardware and software related issues. In this capacity, the technician is responsible for timely troubleshooting, diagnosis and repairs of all manner of PC and peripheral problems. Communication with clients and/or other IT staff members toward the resolution of the above problems is critical to the position.
Responsible for maintenance of the campus wide knowledge base and the VOIP call center telephone system.
This position's primary responsibilities include management and administrative tasks associated with student Help Desk employees, including: hiring, developing, monitoring, evaluating, overseeing training plans and terminating up to 40 student staff.

Position Qualifications:
High School plus minimum of 2-4 years working in a technical PC related field on a customer service help desk. Bachelor's degree preferred.

Experience in Windows 7 troubleshooting required. Experience with MS Office required. Knowlege of Microsoft Exchange Software, Phone Systems, Active Directory and HTML preferred.

Excellent communication skills and a proven track record of courteous and efficient customer service.

Experience supervising student employees.

Required Applicant Documents: Resume/Curriculum Vitae
Cover Letter

Please provide schedule hours: Monday - Friday 9:00AM - 5:00PM

Months Per Year: 12
(Staff Only)

Closing Date: Open Until Filled

Special Instructions to Applicants: Bentley University requires reference checks and may conduct other pre-employment screening.

Position Type: Staff

Quicklink for Posting:

Bentley University is an Equal Opportunity Employer, building strength through diversity.

Apply Here:

Keyword Phrases

  • Help desk
Employment Type:Administrative Staff
Degree Required: High School
Experience: 2-4 years
Level of Job: Analyst / Staff
Salary: Not Specified
Type of School:Research University
Application Requirements: CV/Resume
Cover Letter