Help Desk Coordinator II

The Bentley IT Help Desk Coordinator II is an in-person, onsite position that provides IT support at Bentley University at the IT Help Desk for computers and mobile devices. Support is provided over the phone, through ServiceNow tickets, email, remotely, in-person and occasionally in faculty/staff offices and classrooms.

Requirements

• Answer and triage incoming IT Help Desk support phone calls, ServiceNow tickets, respond to Microsoft Teams chats, emails and provide computer technical support and IT troubleshooting to Faculty, Staff, Students and others.
• Perform account management, administration and support within Active Directory, Microsoft Entra, Exchange, and M365, including Outlook, Office, OneDrive, Teams and SharePoint.
• Perform ad-hoc client training and consultation for computer hardware, software, networking and general IT support needs.
• Provide computer support utilizing advanced technical knowledge of PCs, Macs and mobile devices.
• Support incident, knowledge, major incident and the IT Change Control process by creating and sending end-user communications utilizing expert communication skills, responding to technical issues and creating/updating technical knowledge base articles for internal and client needs for operations or projects.
• Attend and participate in required meetings and trainings, both online and in-person.
• Assisting in the hiring, supervision, and training of student staff including account set up, creating and updating student staff documentation for up to 20 student staff.
• Imaging and asset management including inventorying, checking out and cleaning IT equipment.

Benefits

• Generous Paid Time Off
• Robust benefits
• Career development and opportunities
• Workplace flexibility
• Positive, engaging employee experience