Help Desk Coordinator II - Bentley University in Waltham Massachusetts

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Bentley University

Waltham, Massachusetts 02452

United States


Detailed Job Description

Posting Number: FY14140930

Division: COO - Chief Operating Officer

Position Department: Help Desk & Computing Support Services

Position Classification: NF - Non-Exempt/Full Time

Position Cost Center: 3304

Position Band: 24N-Non-Exempt/Hourly

Title of Person to which Position Reports: Frederick M. Bachofner

Description of Duties:
This position's primary responsibility is the diagnosis and resolution of Help Desk inquiries for the Bentley faculty/staff/student community. 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, triaging, tracking and solving computer hardware and software problems for all faculty, staff and students. This position is responsible for maintaining several key operational components of the Help Desk as well as overseeing student workers.

This position requires a person who combines a reassuring demeanor, solid analytical skills, excellent employee management 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 based computing environments.

Additional Description of Duties: Primary responsibility is for entering, appropriate triaging and the ultimate resolution of operational problems and enquiries that come to the Help Desk via telephone, e-mail, voicemail, web and walk-in requests. This position is responsible for rectifying and diagnosing both hardware and software related issues. In this capacity, this person is responsible for timely troubleshooting, diagnosis and repairs of all manner of PC and peripheral problems. Communication with clients and/or other Client Services staff members toward the resolution of the above problems is critical to the position.

This position requires management of operational elements of the Help Desk. This includes maintaining the call center phone system and campus wide knowledge base. These elements will require contact and effective communication with third party support vendors.

This position is responsible for hiring, scheduling, developing, monitoring, evaluating, and overseeing training plans for up to 40 work study students.

Maintenance and upkeep of all necessary utilities, software and hardware required for service operations of the Help Desk. Knowledge of Linux, VOIP Phone Systems and various computing environments preferred.

Hours for this position are Monday-Friday 10:00am-6:00pm during the academic year and Monday-Thursday 9:00am-6:30pm in the summer.

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 in Windows 8 troubleshooting preferred. Experience with MS Office required. Knowledge of Microsoft Exchange, Software Phone Systems, Active Directory and HTML preferred.

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

Experience supervising employees.

Software Knowledge:

License(s) Required for the Position:

Required Applicant Documents: Resume/Curriculum Vitae
Cover Letter

Optional Applicant Documents:

Please provide schedule hours:

Months Per Year: 12
(Staff Only)

Posting Date: 10-25-2013

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 Coordinator II
Employment Type:Administrative Staff
Degree Required: High School
Experience: See Job Description
Level of Job: Other
Salary: Commensurate with Experience
Type of School:4 - Year / Masters Institution
Application Requirements: CV/Resume