Location: Worcester, MA Category: Other - Per Diem Posted On: Wed Jan 4 2023 Job Description:
This is a one year assignment with the potential for renewal.
Working closely with the Manager for Client Support, Supervisor, and student staff, the Help Desk Technician will provide Level 1 and Level 2 support to users, including staff, faculty and students.
Provide Level 1 and Level 2 technical support to campus users in person, by phone, by email, through online meetings, and via chat; Support needs include MacOS and Windows hardware and operating systems, mobile devices, software and university systems, printing, networking, data security, etc.
Identify and analyze hardware, software, and network-related issues. Troubleshoot and resolve problems whenever possible. Escalate to, and coordinate with, other ITS (Information Technology Services) groups to assure prompt and efficient problem resolution.
Support the preparation, installation, configuration and maintenance of university computers.
Document all issues in Help Desk ticketing system. Manage, prioritize, and close personal and departmental tickets. Practice good information management in Help Desk ticketing and inventory systems.
Work with other ITS groups to ensure smooth integration of hardware, network, and software products.
Assist with documentation creation and maintenance for both internal and client use.
Assure compliance with university required security policies and procedures.
Other duties as assigned.
Two years' experience supporting technology, particularly MacOS, in a business or education environment; industry certifications are preferred
Advanced Mac hardware, software, and application support experience is required; Experience working with and supporting Windows users & mobile devices
Knowledge and support of computer hardware, Microsoft 365, printing, and basic networking in an enterprise environment
Exceptional oral and written communication skills, well developed organizational skills and detail oriented
Service-minded, self-motivated and able to work both independently and in a team environment
Proven ability to learn quickly, and to use a combination of research, previous experience, testing and escalation to efficiently find the best solutions to technical problems
Proven ability to address production or operational problems with an appropriate sense of urgency, ability to prioritize responsibilities, and ability to multitask
Reliability and dependability to ensure issues are being resolved within reasonable and stated timelines.
A high degree of integrity relative to computer security and confidentiality of information is required.
Prior experience working with and contributing to a diverse workplace with the ability to interact effectively with a broad range of constituents on campus.
Able to physically move and install equipment (e.g. computers, printers, peripherals, etc...) in locations that may not have an elevator. Ability to stand, walk, stoop, kneel, crouch, and manipulate (lift, carry, move) light to medium weights up to 30 pounds.
Ability to work nights and weekends on an as-needed basis is required.
Clark University currently requires all employees and students to be vaccinated against COVID-19. Exemptions will be made for medical or disability reasons or religious beliefs, and could be made, at the sole discretion of the University, for other well-documented reasons.
Clark University embraces equal opportunity as a core value: we believe that cultivating an environment that embraces and promotes diversity is fundamental to the success of our students, our employees and our community. This commitment applies to every aspect of education, services, and employment policies and practices at Clark. Our commitment to diversity informs our efforts in recruitment, hiring and retention. All positions at Clark share in the responsibility for building a community that values diversity and the uniqueness of others by exhibiting integrity and respect in interacting with all members of the Clark community to create an atmosphere of fairness and belonging. We strongly encourage members from historically underrepresented communities, inclusive of all women, to apply.
Clark University offers a generous benefit package. This one year assignment is eligible for the following benefits: paid time off, retirement plan, group health and dental insurance, life insurance, and tuition, along with use of many campus amenities. For a complete list of benefits for eligible employees visit here.
Founded in 1887, Clark University is a liberal arts-based research university committed toscholarship and inquiry that addresses social and human imperatives on a global basis. It is the place where Robert Goddard invented the modern rocket, where Sigmund Freud delivered his only lectures in the United States, and where current students stake their claim to the Clark motto, “Challenge Convention, Change Our World,” which is the rallying cry that inspires our community every day. Located in Worcester, Massachusetts, Clark University educates its undergraduate and graduate students to be imaginative and contributing citizens of the world, and to advance the frontiers of knowledge and understanding through rigorous scholarship and creative effort. The University’s engages students in such areas as biology, chemistry, economics, geography, psychology, urban education, management, environmental science and policy, Holocaust and genocide studies, and international development and social change. Clark University’s pioneering model of higher education, LEEP (Liberation Education and Effective Practice) compels undergraduate students to thrive in authentic world and workplace settings, and prepares them for lives and careers of consequence.