Technical Assistant III

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Work type: Staff Full Time
Campus: UMass Amherst
Department: IT User Services
Pay Grade: 15
Categories: Computer & Information Technology


Technical Assistant III


About UMass Amherst

UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts, and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region.


Job Summary

The Technical Assistant III configures, maintains, and supports the computer systems operated by Enterprise Desktop Support clients. These computer systems, and the services they deliver, provide mission critical services to the campus enterprise. These services include file and print sharing, group collaboration, messaging and calendaring, and managed server and workstation security.  Additionally, the person recommends new technologies, and participates in implementation and special projects as required. This position receives supervision from the Manager, Enterprise Desktop Support.


Essential Functions

  • Troubleshoot, repair and upgrade mission critical PC and MAC workstations and peripherals.
  • Troubleshoot, install, and upgrade software applications and operating systems on network attached workstations.
  • Install workstation peripherals and setup software and the operating system to allow workstations to connect to the University network and computing resources.
  • Perform System Imaging, data recovery and workstation life cycle maintenance.
  • Diagnose and troubleshoot connectivity problems including, but not limited to, problems involving network operating systems, applications, servers, printers, workstations, and cabling.
  • Monitor and tune Workstation performance.
  • Keep current with information security practices, common attack vectors, established and emerging network standards and protocols, server operating systems, PC and MAC operating systems, software applications, hardware platforms and peripherals, and Industry certifications.
  • Make software, hardware, and services recommendations to campus clients.  This requires staying abreast of current hardware, software, and service technology trends and assessing their usefulness and appropriateness to the campus.   Participates in planning, installation, and expansion of local area network systems, equipment and services.
  • Accurately create and document procedures, document and record work performed.
  • Perform other related duties as assigned.


Minimum Qualifications:

  • 1 year experience which must include: hardware and software troubleshooting and repair; installation, maintenance and troubleshooting of workstation operating systems and applications; installation, configuration and troubleshooting of network client software.
  • Experience working with multiple computer systems in a networked client/server environment.  Must have working knowledge of TCP/IP networking, the management of shared resources in a networked environment, and security management.
  • Experience in meeting the demands of complex production oriented environments where timeliness and availability of information is considered critical.  Must be able to work effectively to resolve problems under stressful conditions where the rapid restoration of normal operations is critical.
  • Hands on experience must include installation and maintenance of enterprise class server operating systems and applications; installation, configuration and maintenance of network client software and operating systems; software and hardware problem resolution.
  • Excellent communications skills, both written and oral, especially as consultation and accurate communication with non-technical individuals on technical matters is a requirement for this individual. Ability to converse well in person and by telephone.
  • Experience with Microsoft Windows, MAC OS, MAC Server OS, Linux, DameWare Utilities, Symantec Ghost Enterprise, and data communications is desirable.
  • Ability to focus close attention to detail, ability to follow detailed instructions and make independent judgments, and strong technical analytic abilities.  
  • Ability to pass Criminal Justice Information Systems (CJIS) background check.


Preferred Qualifications:

Appropriate technical certification (e.g. CompTIA A+, Microsoft MCSA or MCTP) preferred.


Physical Demands/Working Conditions

Must be able to lift 50 lbs


Work Schedule

Monday-Friday 8:30 AM – 5:00 PM  (37.5 hours per week)

Some off-hour/weekend work will be required to respond to critical Enterprise Services problems and modifications.


Salary Information

Grade 15


Special Instructions to Applicants

Submit a resume, cover letter and contact information for three (3) professional references by August 31st, 2019 in order to ensure consideration; however, applications will be accepted until the position has been filled.


UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, gender, gender identity or expression, age, sexual orientation, national origin, ancestry, disability, military status, or genetic information in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University.  To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans.  It is the policy of the UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.

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The University of Massachusetts 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.