Job Description Summary The End User Computing Technician II position's primary responsibilities include the deployment, maintenance and support of Bentley-issued computers and related peripheral computer equipment for all faculty, staff and VIPs. This position maintains and supports all Bentley-issued computers and related peripheral equipment deployed in offices, labs, classrooms and public locations throughout campus. A major component of this role is to provide IT support for enterprise software installed on the computers as well as regular upgrades to the software and the hardware. Working with all departments at the University daily, this position performs consultative, restorative and other related IT maintenance actions for clients located either on campus or remotely, to resolve problems using advanced technical troubleshooting and technical skills.
Troubleshooting anddiagnosing a wide range of issues, including hardware, software, networking, O365 (e.g. Teams, OneDrive, SharePoint and Forms)for Windows and MacOScomputers.
Assisting with setup and resolving issues related to connecting mobile devices to Bentley resources.
Conduct maintenance onnetwork printersandproviderepairservices when necessary.
Track, respond and maintain accurate recordsin areas of incident, change, problem and major incidentmanagement usingBentley's service managementsystem,ServiceNow.
Provide consultationto Bentley's clients and assist with the designand implementation of IT solutions to support business processes.
Learn and become proficientwithnew or existing technologieswithin the Bentley computing environment. This activity will include training and the completion ofjob-relatedcertifications.
Maintain an ongoing awareness of new technology trendsregardingsoftware and hardware includingkeeping current ontechniques and methodstorepair equipment and technologies.
Assist with the annual computer replacement project including testing software, imaging computers, configuring, deploying, and transporting.
Assist with IT projects on an as needed basis.Attend meetings and be involved in projects that are in support of the University's strategic plan.
In supportand collaborationfor the Client Services department, other responsibilities may includeHelp Deskcall center work and remote assistance sessions withfaculty, staff and studentsusingBomgar, Teams and Zoom to provide troubleshooting and technical support.
Support and collaborate with the Academic Technology Centerforclassroom supportincludingremote and in person support oftechnology issues in classrooms.
Communicate with peers and other IT staff toward the resolution of technical problems.
5+ years of experience in a technical PC related field.
High School or G.E.D equivalent required, Associate's or Bachelor's degree preferred
Must havetroubleshooting experience withMicrosoft Windows 10, ApplemacOS, O365 (e.g.Outlook, Office,Teams,Sharepointand OneDrive),virusremoval,imaging,hardwarerepair,remotesupporttools,printers, mobiledevicesupport.
ServiceNowexperience is a plus.
Experience working within an enterprise domain networking environment
Ability to multi-task and manage shifting priorities
IT knowledge, analytical and interpersonal skills
Strong verbal and written communication and customer service skills
A+ and ITIL certification desirable
Must be available for after-hours (outside of standard work hours) support for colleagues and clients for resolution and troubleshooting IT issues. The use of personal cell phone and home internet for work is required.
Frequent walking, standing, sitting and use of a computer and phone. This position is responsible for the delivery and installation of completed computer systemsand printers; as such, physical demands may involveliftingupto25 pounds and moving large equipment or transporting large amounts of smaller equipment across the entire campus.
This position works in a standard office cubicle, walking outside in the various weather conditions to client offices, computer labs, conference rooms and classrooms.
May be required to work from home at employer's request.
Monday - Friday 10am - 6pm
Please note: Work Schedule is subject to change at employer's request. During breaks between academic semesters, there will be required work schedule changes, as we must adjust for the changing academic calendar. The Summer work schedule may include longer workdays with the potential for a 4-day work week.
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.
Internal Number: 124602404
About Bentley University
Bentley University is one of the nation's leading business schools, dedicated to preparing a new kind of business leader and one with the deep technical skills, the broad global perspective and the high ethical standards required to make a difference in an ever-changing world. To achieve our goal, we infuse our advanced business curriculum with the richness of a liberal arts education. The results are graduates who are making an impact in their chosen fields and turning their passions into success stories. Located on a classic New England campus just minutes from Boston, Bentley is a dynamic community of leaders, scholars and creative thinkers.