EDP Programmer II (Senior Desktop Support Technician)

About UMass Amherst

The flagship of the Commonwealth, the University of Massachusetts Amherst is a nationally ranked public land-grant research university that seeks to expand educational access, fuel innovation and creativity, and share and use its knowledge for the common good. Founded in 1863, UMass Amherst sits on nearly 1,450-acres in scenic Western Massachusetts and boasts state-of-the-art facilities for teaching, research, scholarship, and creative activity. The institution advances a diverse, equitable, and inclusive community where everyone feels connected and valued-and thrives, and offers a full range of undergraduate, graduate and professional degrees across 10 schools and colleges, and 100 undergraduate majors. We believe every member of our university community can contribute to our ongoing success by striving for the highest level of excellence as we seek breakthrough solutions to mounting environmental, social, economic, and technological challenges in our world.

Job Summary

Support the research and teaching missions of the Department of Mathematics and Statistics, a large research and teaching department with several hundred computer users that teaches 15,000 students each year by maintaining the integrity of operating systems, software and hardware for workstations, desktop computers and servers in a highly dynamic multi-platform computing environment. Support the administration of all departmental UNIX/Linux, MacOS, and Windows computer systems and the department's local area network. Assure that an effective and smooth running operation prevails and that the high standards set forth are maintained.

Essential Functions

• Install, maintain and configure hardware components, operating systems and application software on workstations, desktops, and laptop computers. Includes creating and updating shell scripts for monitoring and improving system performance.
• Provision department computer systems and bring systems into compliance for security standards.
• Provide technical support to users of the department computing facilities. Assist in organizing and conducting computer training seminars, prepare teaching materials and other documents. Work closely with faculty, staff and students in support of their computing and networking needs.
• Use professional judgement as appropriate to independently research and resolve issues and problems that arise in system and network administration duties. Make suggestions for improvements and future growth related to the department computing environment (hardware, software and networking needs).
• Install, maintain and upgrade services and support departmental high performance Linux cluster.
• Ensure compliance with existing industry and campus security and privacy standards and best practices. Perform infrastructure security evaluations and audits as required.

Other Functions

• Work collaboratively and effectively to promote teamwork, diversity, equality and inclusiveness.
• Work in partnership with colleagues within the CNS community and across the campus to support the Dean's strategic priorities.
• Perform other duties as assigned in support of the mission and goals of the College of Natural Sciences.

Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

• Two (2) years of relevant experience, which includes:
  
  
  
  • Hardware and software troubleshooting and repair.
  • Experience in installation, maintenance, configuration, and troubleshooting of current macOS and Windows operating systems, applications and network client software.
  
  
  
  
• Customer support experience, including understanding of escalation processes.

Associate degree or above can substitute for one (1) year of relevant experience. Education toward such a degree or diploma will be prorated on the basis of the proportion of the requirements actually completed.

Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

• Experience supporting mail, web, file, print, identity management, backup.
• Experience using scripting and programming languages.
• Effective interpersonal and communication skills with the ability to work in a cooperative team environment.
• Knowledge of computer network protocols, TCP/IP, NFS, SMTP, HTTP.
• Experience with Windows Server Administration.
• Experience with Windows, Linux and MacOS X.
• Knowledge of mathematical/statistical software.
• Experience in information security best practices and highly available enterprise network architecture and industry best practices.

Physical Demands/Working Conditions

• Ability to lift up to 50lbs and to reach and move IT equipment.
• Ability carry and bend.

Work Schedule

• Monday - Friday
• 8:30am - 5:00pm, 37.5 hours per week.
• Will include on-call, off hours emergency support.

Salary Information

USA/MTA Non-Exempt Grade 16.

Special Instructions to Applicants