Help Desk Coordinator II

Job Description:

Job Description Summary

The Bentley IT Help Desk Coordinator II is an in-person, onsite position (not remote or hybrid) that provides IT support at Bentley University at the IT Help Desk for computers and mobile devices. Support is provided over the phone, through ServiceNow tickets, email, remotely, in-person and occasionally in faculty/staff offices and classrooms. This role supports Faculty (including VIPs), Staff, Students, Alumni, Emeritus, parents, incoming students, colleagues and others. This position works closely with the Faculty/Staff desktop support team, the Academic Technology Center, Systems, Networking, Cybersecurity and the Database Administration teams in testing and troubleshooting enterprise and application specific upgrades, enhancements and new deployments.

Work Schedule: Monday - Friday 7:30am - 3:30pm.

Essential Functions:

• Answer and triage incoming IT Help Desk support phone calls, ServiceNow tickets, respond to Microsoft Teams chats, emails and provide computer technical support and IT troubleshooting to Faculty, Staff, Students and others. At times there is high call volume and heavy walk-up traffic to support.
• Listen to client's IT support needs, ask questions, gather information, perform troubleshooting, prioritize, research, solve, triage, escalate and record all steps in ServiceNow.
• Perform account management, administration and support within Active Directory, Microsoft Entra, Exchange, and M365, including Outlook, Office, OneDrive, Teams and SharePoint.
• Perform ad-hoc client training and consultation for computer hardware, software, networking and general IT support needs.
• Provide computer support utilizing advanced technical knowledge of PCs, Macs and mobile devices.
• Support incident, knowledge, major incident and the IT Change Control process by creating and sending end-user communications utilizing expert communication skills, responding to technical issues and creating/updating technical knowledge base articles for internal and client needs for operations or projects.
• Attend and participate in required meetings and trainings, both online and in-person.
• Assisting in the hiring, supervision, and training of student staff including account set up, creating and updating student staff documentation for up to 20 student staff.
• Imaging and asset management including inventorying, checking out and cleaning IT equipment.

Required Skills:

• In-depth knowledge and experience with current Windows and Mac Operating Systems, mobile devices; iOS, Android, ITIL/ITSM principles, remote desktop software, VPN, MFA, telephony, network printing, audio visual and enterprise computing environments helpful.
• Proficient in supporting the Microsoft 365 (M365) product suite.
• Supporting email configuration and usage, knowledgeable on SPAM/phishing detection, prevention and remediation.
• Proven technical aptitude and expertise, analytical skills, troubleshooting, problem solving and expert customer support experience.
• Requires a positive attitude, reassuring demeanor, high level of reliability and dependability and top-notch customer service skills.
• Must be able to take direction, work well independently and collaboratively within a team, motivated as a self-starter and want to learn and share knowledge with others.
• Excellent verbal and written communication skills and able to communicate effectively with all clients, regardless of their technical ability.
• Experienced in multi-tasking, demonstrating excellent judgement, attention to detail and follow through skills.
• Multi-lingual would be a plus.

Minimum Qualifications:

• High School diploma (Bachelor's degree preferred) and 4 years of related work experience, ideally working in a technical/IT related field or a customer service Help Desk.
• Experience supporting, updating and troubleshooting Windows 10/11 OS, latest macOS, iPhones, iPads and Android mobile devices.
• Experience performing support in M365 administration in Entra (Azure) and AD on premises including account management, password resets, assigning permissions and disabling accounts.
• Experience in supporting, configuring and setting up M365 applications including Outlook, Office (Word, Excel, PowerPoint), OneDrive, Teams, SharePoint.
• Experience with viruses, malware detection, remediation and removal and identifying phishing, SPAM, spoofing and ransomware.
• Experience with supporting and troubleshooting hardware, software applications, and networking connectivity issues including wired and wireless connections.
• Experience working with IT Help Desk and a customer service ITSM ticketing system, i.e. ServiceNow.
• Experience installing and upgrading software, computer hardware, printers and peripherals.

Work Environment:

• Shared five-person office space at the IT Help Desk.
• Ability to work in-person 5 days a week in a professional environment.
• Work Schedule: Monday - Friday 7:30am - 3:30pm.
• Performing desktop support, travelling outside in various weather elements to accomplish technical support tickets may be needed. Limited off campus travel required.
• Lifting computer equipment up to 25 pounds.
• Sitting for long periods of time on the phone and standing at the walk-up counter or carrying equipment to faculty and staff offices on campus.
• Required to be available for occasional after-hours support for colleagues and clients (outside of standard work hours) for resolution and troubleshooting IT issues.
• At times, the use of a personal cell phone for work will be required.

Bentley University requires references checks and may conduct other pre-employment screening.

DIVERSITY STATEMENT

Bentley University strives to create a campus community that welcomes the exchange of ideas, and fosters a culture that values differences and views them as a strength in our community.

Bentley University is an Equal Opportunity Employer, building strength through diversity. The University is committed to building a community of talented students, faculty and staff who reflect the diversity of global business. We strongly encourage applications from persons from underrepresented groups, individuals with disabilities, covered veterans and those with diverse experiences and backgrounds.