Help Desk Coordinator II

Job Description Summary

The Bentley IT Help Desk Coordinator II is an in-person, onsite position (not remote or hybrid) 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. This role supports Faculty (including VIPs), Staff, Students, Alumni, Emeritus, parents, incoming students, colleagues and others. This position works closely with the Faculty / Staff desktop support team, the Academic Technology Center, Systems, Networking, Cybersecurity and the Database Administration teams in testing and troubleshooting enterprise and application specific upgrades, enhancements and new deployments.

Work Schedule : Monday - Thursday 11 : 00am - 7 : 00pm and Friday 9 : 00am - 5 : 00pm.

Essential Functions :

• 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. At times there is high call volume and heavy walk-up traffic to support.
• Listen to client's IT support needs, ask questions, gather information, perform troubleshooting, prioritize, research, solve, triage, escalate and record all steps in ServiceNow.
• 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.

Required Skills :

Minimum Qualifications :

Work Environment

Pay Transparency

At Bentley we offer a "total rewards" package designed to attract, motivate, retain, and reward our employees. This includes competitive compensation, robust benefits, career development and opportunities, generous paid time off, workplace flexibility and a positive, engaging employee experience. In alignment with the Massachusetts Pay Transparency Act and our commitment to equity and transparency, we're sharing the salary grade range for this role. The grade range is based on market data and the scope of responsibilities. Final pay will depend on your experience, education, and other relevant qualifications.

Salary Grade Range :

$25.82 - $41.55 per hour

If you have questions about the salary grade range or need additional information, please contact us at GA_HR_Employment@bentley.edu.

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

DIVERSITY STATEMENT

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.