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Service Desk Support Specialist I

Amherst College
Amherst, MA 01002
  • Job Code

Amherst College

Amherst Campus
Amherst Staff
Full time

Amherst has taken a leadership role among highly selective liberal arts colleges and universities in successfully diversifying the racial, socio-economic, and geographic profile of its student body. The College is similarly committed to enriching its educational experience and its culture through the diversity of its faculty, administration and staff.

Job Description:

Amherst College invites applications for the Service Desk Support Specialist 1. The Service Desk Support Specialist 1 is a full-time, year-round position, job group and level PT-1. Given Amherst's distinction as one of the most diverse liberal arts colleges in the country, the successful candidate will demonstrate the w ays in which they bring value to and will work towards supporting a broadly diverse community.

The Service Desk Support Specialist reports to and works closely with the Service Desk Support Manager to commit to continuous improvements of the service desk by updating processes, and researching and presenting best practices. As a member of IT Support Services, the Service Desk Specialist plays a major role in technology support by providing support services to resolve technology issues across a diverse campus in the service of faculty support for teaching and scholarship, support for student learning, and support for administrators of the College. As a member of the Information Technology (IT) team, collaborates with other members of the diverse team in IT to provide technology support services that meet the needs of the campus community and enhances the essential service function of Information Technology. This is an on campus position due to the nature of the work, which frequently requires direct customer assistance and shifts on the service desk.

Summary of Duties and Responsibilities:
  • Works closely with the Service Desk Manager to recommend improvement of service desk processes, and makes recommendations for the update of policies and protocols.
  • Researches and presents best practices to continuously improve technology support service operations.
  • Assists a diverse set of students, faculty, and staff members in the use of desktop computers and applications.
  • Assists with the management and deployment of distributed computing devices: Mac, Windows, and mobile devices.
  • Prepares and maintains documentation as needed.
  • Provides expert technology and problem-solving support to team members.
  • Provides remote and on-site technical support for assigned systems and clients.
  • Effectively communicates with and supports a diverse community with attention to contributing to an inclusive campus culture.
  • Provides primary support to administrative divisions as assigned.
  • Advises the Service Desk Manager on opportunities for service improvement and plans for implementation.
  • Performs other duties/functions as requested.
  • Ability to work normal hours of operation and additional hours as business necessitates.

  • Technology Certifications
  • High school diploma or equivalent
  • At least two years of experience providing technology support services that include Mac and Windows computing in a networked environment.
  • A commitment to contributing to an intentionally inclusive work environment that supports a diverse student body, staff and faculty

  • At least four years of experience providing technology support services that include Mac and Windows computing in a networked environment.
  • Bachelor's degree in the technology field
  • Certification in industry-standard practices, such as ITIL.

Amherst College requires all employees to be fully vaccinated for COVID-19 (medical and religious exemptions may apply).

Amherst College is pleased to provide a comprehensive, highly competitive benefits package that meets the needs of staff and faculty and their families. Benefits are an important part of our overall compensation, so it is critical that you review all of the options to ensure it meets your total compensation requirements. Click here for Benefits Information .

Interested candidates are asked to submit a resume and cover letter online at https://amherst.wd5.myworkdayjobs.com/Amherst_Jobs . Please be sure to upload all requested documents prior to clicking Submit. Applications cannot be revised once submitted. Review of applications will begin immediately and will continue until the position is filled.
To find information about job group and level (JGL) follow this link.



Posted: 2021-06-11 Expires: 2021-07-12
Sponsored by:
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Service Desk Support Specialist I

Amherst College
Amherst, MA 01002

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