**Helpdesk Multimedia and Desktop Support Specialist (83852)**

Weston, MA **Type:** Full-Time **Posted:** 10/14/2021 **Summary**

The Regis College Information Technology Services Department invites applications for a Helpdesk Multimedia and Desktop Support Specialist. Under the direction of the Helpdesk Manager, this individual will serve as a main point of contact to a wide variety of university constituents seeking technical assistance on the phone, email or in person. This individual will partner with end users utilizing software, hardware and other computer and media systems who need assistance completing tasks or troubleshooting problems through diagnostic tests. In summary, the individual in this position will seek to ensure that users requiring technical assistance are efficiently and effectively positioned to successfully overcome technology-related challenges.

The ideal candidate is one who understands a wide variety of computer and media hardware and software, and possesses an exceptional ability to troubleshoot, diagnose and resolve problems. In addition to being extremely technologically articulate, this individual must be able to communicate seamlessly with a wide variety of individuals at all levels of the institution. In summary, this resource should be one who possesses a high degree of attention to detail and a strong focus on customer service while remaining comfortable in a continuously changing environment.

**Essential Functions**

* Respond to inquiries or help desk tickets in person, via phone, email or chat.

* Troubleshoot, diagnose and resolve a wide variety of technology problems, including classroom-related issues.

* Communicate regularly with end users and all Information Technology staff to ensure the effective follow-up and ultimate resolution of any outstanding issues.

* Demonstrate proficiency in and assist others with questions regarding the Microsoft Office suite (e.g., Outlook, OneDrive, Word, Excel, PowerPoint, Sharepoint, etc.), Zoom, Adobe, network access and other administrative and academic applications as applicable.

* Provide technical support for the university's Learning Management System (Moodle).

* Provide support for mobile devices (e.g., phones and tablets) as well as other equipment such as laptops, desktops and printers.

* Install, maintain, repair and upgrade computer hardware, operating systems and software applications.

* Set up, support and breakdown multimedia technology for classes and events.

* Partner with all members of the Information Technology staff to evaluate and implement new technologies as needed.

* Provide training or supervisory guidance to other help desk staff (including students) as appropriate.

* Document and/or revise training materials or user instructions, as necessary.

* Support and maintain secure computing practices.

* Exercise strong adherence to documented confidentiality requirements.

**Other Responsibilities**

* Other duties as required.

**Supervisory Responsibility**

* Serve as a role model and provide direction to all other Helpdesk staff, including student workers.

**Additional Information**

**Requirements**

* Bachelor's degree preferably in Computer Science, Information Technology, Engineering, Business, or other related field.

* At least four years' experience working with desktop hardware and software use, maintenance, repair and installation

* At least four years' experience in a Helpdesk or other customer service-related position, with a demonstrated ability to maintain a helpful and positive demeanor.

* Familiarity with multimedia technology, including projection, digital displays, switching and scaling and sound systems preferred.

* Strong written and oral communication skills; must be able to communicate effectively and professionally with resources at all levels of a university environment.

* Strong interpersonal skills with a keen ability to work independently and as a member of a team.

* Expertly skilled in the Microsoft Office application suite.

* Extensive experience supporting a wide variety of hardware and software including (but not limited to) laptops, desktops, tablets and phones.

* Demonstrated ability to exercise discretion in handling confidential information and data.

* Experience working in a collegiate setting is a plus.

* Ability to uphold the University's commitment to inclusive excellence in a diverse educational community.

**Working Conditions/Physical Demands**

* Normal office environment, not subject to extremes in noise, odors, etc.

* May spend extended periods at terminal, on telephone, or operating other office machines requiring eye-hand coordination and finger dexterity.

* Subject to regular interruptions to assist patrons.

* May require strenuous periods of physical activity such as climbing, bending, standing, and lifting.

* Involves potential evening and weekend work.

* Requires lifting and moving of equipment weighing up to forty-five (45) pounds.

**Protecting the Regis Community**

At Regis the safety of our campus community is our highest priority. We invite all applicants to review our health and safety protocols at our page. The most powerful measure we can take is vaccination, and all campus community members must be fully vaccinated against COVID-19, with the exception of certain medical and religious exemptions. New employees without an approved medical or religious exemption are required to have their first vaccine dose by their date of hire. And all new employees will join the campus community in using the app to upload vaccine information, report symptoms, and schedule regular campus COVID tests. We're in this together!

*The above statements are intended to describe the general nature and level of work being performed by people assigned to do this job. The above is not intended to be an exhaustive list of all responsibilities and duties required.*

*External and internal applicants, as well as position incumbents who become disabled as defined under the Americans with Disabilities Act, must be able to perform the essential job functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on a case-by-case basis.*

***In employment, as in education, Regis College is committed to equal opportunity and affirmative action. Regis does not discriminate on the basis of race, color, age, religion, creed, sex, gender identity or expression, sexual orientation, ethnic or national origin, ancestry, citizenship, marital or parental status, physical or mental disability, genetic information, pregnancy, veteran's status, membership in uniformed services or any other protected status.***

Helpdesk Multimedia and Desktop Support Specialist (83852) Regis College Weston, MA To apply, please send all application materials to:

Regis College

Box 4

235 Wellesley Street

Weston, MA 02493-1571 *Please be sure to read the job posting carefully and submit all required information.*