Help Desk Coordinator II

Waltham MA Bentley University

Bentley University

Job Description Summary
The Bentley IT Help Desk Coordinator II position entails providing IT support over the phone, email, remotely, and in-person at the walk-up desk or occasionally in faculty/staff offices. Responsibilities include assisting with the supervision of student staff, client consultation, troubleshooting for computer hardware, software, and applications. Support includes; Microsoft 0365 suite, cybersecurity, networking, email and account support for 5,500+ students and 1,200+ faculty/staff.

Top notch customer service support skills, technical knowledge and aptitude and a natural curiosity toward problem solving are required. The ideal candidate will enjoy working with people, have a reassuring demeanor, solid analytical skills, attention to detail, multi-tasking capabilities and computer support knowledge and troubleshooting experience with PCs, Macs, mobile and peripheral devices. Must have excellent verbal and written communication skills and be able to communicate effectively with clients with a wide variety of technical understanding.

Must be self-motivated, reliable, and dependable, work well independently and collaboratively within a team, and want to learn and be a role model within a professional business environment. Will attend required meetings and trainings, both online and in-person, which may be outside of the standard work schedule.

Essential Functions

  • At the Bentley IT Help Desk, as part of a team enter, triage and resolve technical support needs via phone, email, voicemail, and in person at the IT walk-up desk or occasionally in faculty/staff offices, utilizing an ITSM ticketing tool for documenting all interactions. At times there is very high call volume and heavy walk up traffic to support.
  • Create and send University critical email notifications while under time pressure, to inform the Bentley community of unscheduled IT interruptions and planned maintenance for IT services.
  • Write IT support documentation, including knowledge base articles, operating procedures and update existing IT support documentation, in support of IT operations, projects and software applications
  • Position is responsible for diagnosing, rectifying, and configuring Microsoft O365 (Outlook, OneDrive, SharePoint, Teams), computer hardware/software, networking, email, printing, cybersecurity, account issues, and other IT issues. Responsible for timely troubleshooting, diagnosis, escalation and resolution of IT issues. Excellent and timely communication for the resolution of problems are paramount to the position. Critical thinking and good judgement are essential.
  • Professional training, education and awareness of emerging technologies are required, including interaction with the Bentley community by providing one-on-one or group consultation and IT education. Required to self-learn and become proficient diagnosing and utilizing new technologies. This includes attending off-site trainings, achieving certifications, and gaining awareness of techniques and methods used to resolve IT issues.
  • Participation in projects and develop IT documentation.
  • Knowledge of ITIL, ServiceNow, remote desktop support, VOIP Phones, Linux, HTML and enterprise computing environments helpful.
  • Responsibilities include administrative tasks associated with the Help Desk and student staff; including assisting with supervision, hiring and training for up to 25 student staff. support vendors.
  • Maintenance and upkeep of all necessary utilities, software and hardware required for service operations of the Help Desk. Knowledge of Linux, VOIP Phone Systems and various computing environments preferred.
  • Development, implementation and documentation of projects on an as needed basis for the Help Desk.

Minimum Qualifications

  • High School diploma, plus minimum of four years of related work experience, ideally working in a technical related field on a customer service Help Desk. Bachelor’s degree preferred.
  • In depth experience with Windows and Mac Operating Systems, mobile devices; iOS, Android
  • Proficient in the use, administration and support of Active Directory and Microsoft Exchange, Office 365, including Outlook, Office, OneDrive, SharePoint, and Teams
  • Help Desk/Customer service ITSM ticketing system usage and experience, i.e. ServiceNow
  • Knowledge of cybersecurity including SPAM, phishing prevention, detection and remediation
  • Virus, Malware, Ransomware knowledge and removal skills
  • Experience installing and upgrading software, computer hardware and printers
  • Experience with network connectivity (wired and wireless) support and troubleshooting
  • Exceptional verbal/written communication, and professional customer support experience
  • Proven technical expertise, knowledge and troubleshooting ability
  • Must be self-motivated, follow direction, and work independently and collaboratively with a team
  • Multi-tasking, excellent judgement, attention to detail and follow through skills a must

Work Environment

  • Shared six-person office space at the IT Help Desk. If performing field desktop support, walking outside in various weather elements to accomplish technical support calls may be needed. Limited off campus travel required.
  • Lifting up to 25 pounds. Sitting for long periods of time on the phone and standing at the walk-up counter or carrying equipment to faculty and staff offices on campus.
  • Required to be available for occasional after-hours support for colleagues and clients (outside of standard work hours) for resolution and troubleshooting IT issues. At times, the use of personal cell phone for work will be required.

Work Schedule

  • Academic Year (mid-August through mid-May):Monday – Friday 10:00am – 6:00pm
  • Summer (mid-May through mid-August):Tuesday – Thursday 9:00am – 7:00pm, and Friday 8:30am – 4:30pm

Please note: During breaks between academic semesters, there will be required schedule adjustments, as we follow the academic calendar.

Bentley University requires references checks and may conduct other pre-employment screening.


Bentley University strives to create a campus community that welcomes the exchange of ideas, and fosters a culture that values differences and views them as a strength in our community.

Bentley University is an Equal Opportunity Employer, building strength through diversity. The University is committed to building a community of talented students, faculty and staff who reflect the diversity of global business. We strongly encourage applications from persons from underrepresented groups, individuals with disabilities, covered veterans and those with diverse experiences and backgrounds.

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