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Senior Technology Services Technician (Promotional Opportunity)

Apply now Job no: 508040
Position type: Staff Full Time
Benefit Status: Benefited-Union
Campus: UMass Lowell
Department: Information Technology
Salary: Salary commensurate with experience and grade/range
Applications Open:
Applications Close:

General Summary of Position:

This being a promotional opportunity, only current UML Employees within the same Bargaining unit are eligible to apply for this position.

As a leader in the Technology Services Team, the Senior Technology Services Technician is responsible for providing end-user facing services to optimize employees’ experience with the portfolio of services and technology offered at UMass Lowell by IT, as well as assisting and training student and less senior staff. Services are provided in a variety of mediums including face-to-face desk-side support, walk-up traffic, telephone or remote support and video conferencing.

TechServices Senior Technicians require an aptitude for working with applications and systems to undertake investigation, diagnosis and resolution of employee service requests and are responsible for ensuring those employee’s continued success. Requests for help will range from straightforward requests for advice to more complicated technical issues. From how-to questions to break-fix support calls, the TechServices Senior Technician will provide exemplary customer service and support, often going above and beyond to serve the needs of UMass Lowell.

As a key piece of delivering service excellence, the TechServices Senior Technician thoroughly documents all service requests and associated work into the call-tracking and incident management system of record. Documentation includes a clearly defined description of the problem, complete troubleshooting steps, customer communications, equipment asset information and a complete description of the resolution. In some cases the TechServices Senior Technician will be writing internal and customer-facing knowledge base articles.

When the Senior Technology Services Technician is unable to solve a customer’s issue personally, they will identify and bring in resources across IT to rapidly reach ideal conclusions. When such an issue arises, the TechServices technician is responsible for managing the overall service operation and delivery.

Minimum Qualifications (Required):

  • Actively pursuing a bachelor’s degree. Bachelor’s degree completion strongly preferred
  • Requires at least one industry-recognized client services IT certification, such as MCSA:Windows 10, ACMT, or ability to achieve certification within 6 months
  • Requires four (4) years of experience in a large Information Technology environment providing services or call-center functions encompassing desk-side, remote or phone support activities
  • Requires ITIL Foundations certification, or the ability to have such certification within 6 months
  • Requires extraordinary customer service skills and the desire and ability to go “above-and-beyond” on any given ticket to ensure customer success, leveraging empathy for customer needs
  • Superior written and oral communication skills; the ability to clearly and articulately explain technical concepts to non-technical users
  • Experience leading a team to achieve group success
  • Previous experience using Active Directory for account management purposes
  • Strong problem solving and research skills. Must be able to encounter new problems and devise solutions without guidance or support
  • Proficiency with mobile device operating systems such as iOS and Android
  • Requires proficiency with installing, configuring and operating Microsoft Windows and Mac OS
  • Superior organization and follow-through skills are essential; must take initiative to ensure customer success
  • Thorough understanding of Local Area Networks and TCP/IP protocols
  • Proficiency with desktop and laptop hardware repair and replacement
  • A passion for the Information Technology industry
  • Experience supporting complex software and hardware configurations: i.e. Lab equipment, research instrumentation, and Microsoft technologies
  • A critical eye and excellent analytical skills
  • Strong sense of professionalism and confidentiality
  • Demonstrable knowledge of IT security best practices

Additional Considerations:

  • Preference is given to candidates with previous Higher Education experience
  • Knowledge of virtual desktop operations and troubleshooting is preferable
  • Previous experience with industry standard systems management tools
  • Knowledge of PowerShell and scripting technologies preferred

Special Instructions to Applicants:

This being a promotional opportunity, only current UML Employees within the same Bargaining unit are eligible to apply for this position.

This is a SEIU 888 Professional Union position, Grade P17. 

Please include a resume and cover letter with your application. Names and contact information of three references will be required during the application process.

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UMass Lowell


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The University of Massachusetts Lowell is committed to increasing diversity in its faculty, staff, and student populations, as well as curriculum and support programs, while promoting an inclusive environment. We seek candidates who can contribute to that goal and encourage you to apply and to identify your strengths in this area.

The University of Massachusetts Lowell is an Equal Opportunity/Affirmative Action, Title IX employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, ancestry, age over 40, protected veteran status, disability, sexual orientation, gender identity/expression, marital status, or other protected class.

Please read this "EEO is the Law" poster (pdf), which provides an overview of many relevant equal opportunity laws.