MCPHS

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Help Desk Technician

Help Desk Technician

ID 
2017-2763
# of Openings 
1
Job Locations 
US-MA-Boston
Category 
Staff

More information about this job

Overview

For nearly 200 years, MCPHS University, formerly known as Massachusetts College of Pharmacy and Health Sciences, has been at the forefront of innovation in the healthcare world.  We take pride in our history, yet are motivated by a curiosity about the future.  That’s why we are constantly updating our state-of-the-art labs, innovating our curriculums, and adding programs to coincide with the needs of an ever-changing healthcare landscape. 

 

Faculty and staff continue to bring their talents and skills to MCPHS University to contribute to our mission of guiding and supporting students toward successful and sustainable careers in healthcare. Whatever position an employee holds, their efforts make an important impact on the overall quality of campus life. Employees are an integral part of a community that is proud of its heritage and the accomplishments that make MCPHS University a first-class educational institution.

Responsibilities

The Help Desk Technician provides desktop and classroom support for all MCPHS technology systems, including peripherals, while maintaining a high level of customer service and satisfaction.

 

  • Perform maintenance, upgrades and emergency repairs on desktops and peripherals at MCPHS in a manner that minimizes the impact on operations for faculty/staff/students
  • Provide consistent and immediate support for all classroom technology (video conferencing, projection equipment, PC connectivity, etc.)  
  • Provide application support for standard business applications (installations, how-to’s, etc.)
  • Resolve all network printer problems (paper jams, connectivity, toner changes, etc.)
  • Provide back-up/overflow phone and email support to the MCPHS community
  • Ensure thorough documentation of issues as well as clearly defined resolutions to incorporate into a knowledge base
  • Utilize Help Desk ticketing system effectively and accurately
  • Monitor and take ownership of tickets assigned at the Help Desk Technician queue level
  • Maintain individual queues by updating, closing, etc. 
  • Update all requests with detailed information for thorough call monitoring and tracking
  • Maintain service levels as defined by Director of Client Services
  • Work on assigned projects as directed by the Director of IS and/or the Director of Client Services
  • Monitor campus-wide technology clusters (Technology Centers, Labs, Libraries, Kiosks, etc.) as appropriate for issues, as well as visitor compliance with policies/procedures
  • Maintain a consistently high level of customer service to all faculty/staff/students, as well as all visitors to MCPHS
  • Act as technical advocate for the software and services that are available to all staff/faculty/students within MCPHS 
  • Work with peers and Director of Client Services to ensure timely response and resolutions of all problem

Additional responsibilities may be assigned by the supervisor.

Qualifications

Required:

 

  • Experience with providing a high level of customer service in a fast-paced environment
  • One to three years of technical computing skills in desktop, laptop, and peripheral support, as well as a basic level of knowledge of networking technologies and terminology
  • Familiarity with Microsoft operating systems (Windows 7, 8, and 10), business enhancement applications (Office 2013, 2016, 365, Adobe products), anti-virus/anti-malware tools (ESET), and VMWare and virtual desktop computing
  • Ability to manage shifting priorities and deadlines, and the ability to prioritize by criticality of situation
  • Ability to deal directly with clients of all technical backgrounds and professional levels
  • Excellent verbal and written skills
  • Flexibility to adjust schedule as needed for semester or holiday breaks, event, or project support

Desired:

 

  • Ability to deal directly with clients of all technical backgrounds and professional levels
  • Interest in gaining experience with A/V equipment such as video conferencing, projectors, microphones, and other components in an integrated media environment
  • Experience using Tandberg Video Conferencing equipment
  • Experience with remote desktop support applications (BOMGAR preferred)
  • College degree, or equivalent experience, preferred

MCPHS offers a competitive salary and excellent benefits, including a substantial health/dental insurance subsidy, generous holiday/vacation policy, and a significant pension plan contribution.

 

Please attach a cover letter and a resume. No phone calls, please. Principals only.  No relocation available. Finalist candidate(s) for this position will be subject to a pre-employment background check as a condition of employment. MCPHS University is an equal opportunity employer. Applicants who would enrich the University’s diversity are welcome to apply.