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Job ID: 111544

Service Desk Operations Specialist
Worcester Polytechnic Institute

Date Posted Aug. 30, 2018
Title Service Desk Operations Specialist
University Worcester Polytechnic Institute
Department Information Technology
Application Deadline Open until filled
Position Start Date Available immediately
  • Worcester, MA
    United States
  • Classified Staff
  • Information Technology

Service Desk Operations Specialist

Worcester Polytechnic Institute


Position Status: Administrative Exempt Positions

Basic Function:

The Service Desk Operations Specialist position is responsible for providing technology support to the WPI community in a multi-channel support environment. This position works closely with the Service Desk Student Supervisor to assist with the scheduling and mentoring of student staff, as well as working with the Service Desk staff, student staff and technical subject matter experts to ensure the timely resolution of Service Desk requests. The Service Desk Operations Specialist position utilizes desktop support and call center experience to deliver customer-focused technology support in a mixed Windows/Mac/Unix environment.


  • Provide in-person, phone, e-mail and remote technology support to WPI Community members (Tier I support). Respond to escalated requests as needed (Tier II support).

Strive for first contact resolution by effectively utilizing available support tools, documentation, and subject matter experts. Route and/or escalate issues appropriately.
Work with the Service Desk Student Supervisor to manage the scheduling of the student staff, and ensure Service Desk standards are maintained.
Install, repair and upgrade campus desktop devices to include: hardware, printers, and peripherals as needed.
Concisely and effectively document all issues in the tracking system to facilitate resolutions and ensure customer satisfaction.
Configure desktop and mobile devices for use on the corporate network, including installation and configuration of supported software.
Provide installation and support services for WPI provided software.
Deliver exceptional customer service to all members of the WPI community.
Mentor professionalism and customer focus/service-orientation with student staff. Alert Student Supervisor of any training or development needs with respect to student staff.
Identify and contribute to process improvement effort.
Create internal and/or external knowledge articles as needed.
Provide backup support for the local Information Commons to include laptop distribution, media sales and Print Center support. Collect associated remittance; accountable for Point of Sale transactions.
Other duties as required by supervisor.


  • Associates Degree in CS related field or equivalent demonstrated by experience.

Excellent written and verbal communication and customer service skills are essential. Must be able to communicate effectively with users of varying levels of technical competency.
Flexibility with shift work and ability to work overtime when needed. Must be able to cover occasional evening or weekend shifts.
Proficiency supporting current versions of Windows and Mac OS in a networked environment. Advanced knowledge of PC and Mac hardware/configuration issues.
Knowledge of networking concepts with experience configuring laptops and mobile devices for use on a corporate network.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Must be detail-oriented, possess good problem-solving skills, and be able to work both independently and as part of a team.
Proficiency with Microsoft Office 365 Suite, including SharePoint, OneDrive, Teams and Groups is desired.
Routinely move computer/printer equipment weighing up to 60 pounds to and from campus buildings for various classroom, office and event needs.
Constantly positions self to install computer equipment, including on top of, under and around office furniture.
Knowledge or experience with the use of ITSM, ticketing systems, remote assistance tools, and HTML is desirable.
Formal experience in a call center or on a desktop support team desirable. A+, ITIL, MCDST, or HDI certification preferred. Experience with any of the following is helpful: UNIX/Linux, or Workday.

Posting Date: 08/29/2018

Close Date:

Open Until Filled: Yes

Special Instructions to Applicants:

EEO Information:

WPI is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability. We are seeking individuals with diverse backgrounds and experiences who will contribute to a culture of creativity and collaboration, inclusion, problem solving and change making.

Criminal Background Check Statement:

A pre-employment criminal records check is required.

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