Are you an internal caregiver, student, or contingent worker/agency worker at UMass Memorial Health? CLICK HERE to apply through your Workday account.

Exemption Status:

Non-Exempt

Schedule Details:

Monday through Friday, On Call - Required

Scheduled Hours:

7am to 3:30pm or 9:30am to 6pm

Shift:

1 - Day Shift, 8 Hours (United States of America)

Hours:

40

Cost Center:

99940 - 5980 IS Enterprise Solution Architecture

This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

Everyone Is a Caregiver

At UMass Memorial Health, everyone is a caregiver – regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 16,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

I. Major Responsibilities:
1. Responsible for imaging and software installs on end user devices.
2. Logs and monitors customer questions, issues, and problems through resolution/completion.
3. Provides customer updates and status reports regarding open customer issues as appropriate.
4. Maintains Service Level Agreements set forth by the organization.
5. Creates knowledge base articles containing job aids for step-by-step instructions on how to use hardware or software, step-by-step installation instructions on how to install and configure hardware or software and how to triage and troubleshoot known hardware and/or software issues. 

II. Position Qualifications:

License/Certification/Education:
Required:
1. High school diploma or equivalent. 
 
Preferred:
1. Associate’s degree.  
2. Related certifications such as CompTIA A+, Microsoft Certified Professional (MCP) in end user computing technologies.

Experience/Skills:
Required:
1. Two (2) years technical customer service experience.  
2. Demonstrated technical experience with PC hardware and software support environments.  
3. A combination of expertise in Windows operating systems, IOS, and TCP/IP networking.  
4. Solid knowledge base of Microsoft Office suite applications, and basic inter/intranet skills.  
5. Ability to self-manage and to operate in an organized and efficient manner within a fast-paced environment.  
 

Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We’re striving to make respect a part of everything we do at UMass Memorial Health – for our patients, our community and each other. Our six Standards of Respect are: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day.

As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentacquisition@umassmemorial.org. We will make every effort to respond to your request for disability assistance as soon as possible.