Helpdesk Support Technician

About Bay Path University:

When Bay Path opened its doors to students in 1897, it had a very clear goal: to provide a practical, affordable, and career-oriented education to prepare students to not only meet the needs of companies, organizations, and communities but to also thrive in their professions, identify and realize their dreams, and make a lasting difference in the world. From the beginning, Bay Path prided itself on being entrepreneurial, constantly pushing the boundaries of the academic experience to fit the student...to start them on the road of success. That spirit and philosophy is best reflected in our shared vision, "At Bay Path, every learner's dreams of a better career, a richer life, and a brighter future will be realized."

Recognizing that our learners come first, we know it is equally important that we develop, cultivate, and sustain a culture that binds us together as a community. As part of the University's ongoing commitment to diversity, equity, inclusion, and belonging, we draw upon our eight Core Values-beliefs that provide the internal framework and a moral compass for how we work and interact with each other.

Bay Path University, an independent and not-for-profit institution, was named Among Fastest Growing Baccalaureate Colleges and Graduate Programs by The Chronicle of Higher Education Almanac, and is a member of the Women's College Coalition. With a main campus in Longmeadow, MA, and a satellite location in East Longmeadow, MA, Bay Path offers undergraduate, graduate (for women and men) degrees, and professional certificates.

For 125 years, we have been committed to preparing our students to navigate a constantly changing world. Whether it is one of our innovative academic programs, groundbreaking online learning platform, or We Empower Learners and Leaders initiative, we educate our students in ways that will help them to grow, learn to adapt, and always to flourish. Be part of the change. Be Bay Path.

We invite you to visit our website at www.baypath.edu where you can learn more about Bay Path University.


Job Description:

The Helpdesk Support Technician is responsible for providing first point of contact support services for members of the Bay Path community. As a member of the Office of Information Technology, the Helpdesk Support Technician applies technical expertise and excellent customer service skills to ensure that incidents and service requests are resolved in a timely manner.

Essential Job Functions

• Respond to incident and support requests via multiple support channels in alignment with service level expectations.
• Enter all incidents and support requests into the University's ticketing system.
• Track tickets through their lifecycle to ensure that incident and service requests are resolved appropriately.
• Configure and deploy all endpoint related hardware and software solutions.
• Provide training to members of the Bay Path community on hardware and software as requested.
• Ensure that technology asset records are maintained and that technology assets are disposed of in accordance with University policies and procedures.
• Assist in the development of knowledge base articles and documentation to assist other support technicians in their job duties and to help foster an environment where end users are empowered to self-service their requests.

Requirements:

• Minimum of a high school degree or GED required. Technical school degree/certificate or associates degree in a related field preferred. Professional certifications such as CompTIA A+ desired.
• Experience with troubleshooting operating systems such as Microsoft Windows and Apple Mac OS.
• Experience with productivity software such as Microsoft Office, or Google Workspace.
• Experience with mobile devices such as Android phones and tablets and Apple iOS phones and tablets.
• Familiarity with the maintenance and installation of Audio/Visual equipment.
• Demonstrated proficiency with computer hardware and peripherals, including troubleshooting and replacing field replaceable components such as hard drives, solid state disks, random access memory and other hardware components.
• Excellent customer service and communication skills.
• Valid U.S. driver's license.
• Must successfully pass the online safe Driving Course and driving record check at time of hire and annually thereafter.
• Must successfully pass the online Safe Driving Course (within 15 days of hire) and driving record check at time of hire and annually thereafter
• Ability to adhere to University policies and procedures.
• Ability to handle confidential information with discretion and within applicable regulatory guidelines
• All new employees must complete the FERPA and Anti-Harassment online trainings within 15 days of employment.
• A commitment to a culture of diversity, respect and inclusion; demonstrated ability to build working relationships with people having a wide variety of backgrounds, perspectives, and experiences different from ones' own.
• General knowledge of the University's mission, purpose, values and goals and the role this position plays in achieving those goals.

Additional Information:

Commitment to Diversity, Equity, and Inclusion
Bay Path University is a diverse community devoted to proactively nurturing a campus-wide culture that promotes and ensures equity, respect, inclusion and safety for all members regardless of race, color, national origin, age, gender, religion, sexual orientation and gender identity, socio-economic background, or physical ability. We are one University that opens our hearts and minds to conversations, to learning and to creating a community that is welcoming of all. Regardless of position, it is expected that each employee will embrace this commitment and demonstrate an attitude of respect toward and acceptance of all members of our community.


Application Instructions:

Applicants for this position should attach a cover letter, resume / curriculum vitae, the contact information for four (4) professional, work related references and any other relevant information pertaining to this position and your candidacy. Please apply online. Faxes and emails will not be accepted.

Bay Path University is dedicated to building a culturally diverse and pluralistic faculty committed to teaching and learning in a multicultural environment and strongly encourages applications from minorities, women and all underrepresented backgrounds. An Equal Opportunity Employer, Bay Path University is committed to fostering diversity in its student body, faculty, and staff.

Bay Path University is a smoke and tobacco-free community.

All offers of employment are contingent on satisfactory background checking.

In compliance with the Americans with Disabilities Act (ADA), if you have a disability and require a reasonable accommodation to apply for a position please email us at HR@baypath.edu or call 413-565-1168.