The Client Services department is a combination of two integrated areas, focusing on providing exceptional customer service and IT solutions to the Bentley community. We support students, faculty and staff with their information technology needs.
The IT Help Desk provides technical support to Bentley faculty, staff and students seven days a week. Experienced IT staff specialize in providing assistance for:
- Accessing email and Bentley accounts
- Password resets
- Accessing various academic and administrative software applications, including Brightspace, Workday and Library Services
- Accessing and using Microsoft Office Applications including OneDrive and Teams
- Setting up Falcon and Network Printing
- Connecting devices to the Bentley network
- Providing software and driver updates to your computer and devices
- Installing and using Microsoft Multi-Factor Authentication
- Help removing viruses, malware and performing scans for your laptop computer
- Accessing Windows applications from a Mac
- Diagnostic and troubleshooting for your laptop computer
Our mission is to support the faculty and staff computing environment. Our experienced technical consultants work with the faculty and staff at their desk, and in other locations on campus. They also provide computer hardware and enterprise software support, email and network help, computer upgrades, and networked printer support. Technical Services is also available to meet and consult on best ways to use Bentley’s technology.
CONTACT INFORMATION: Faculty/Staff - 781-891-2854, Students - 781-891-3122 or helpdesk@bentley.edu
Bentley IT Help Desk Business Hours
Regular Semester Hours starting Tuesday, September 3rd:
Sunday 12:00pm-8:00pm
Monday-Thurs 7:30am-8:00pm
Friday 7:30am-5:00pm
Saturday 8:30am-5:00pm
On Wednesday, Nov 27th through Friday, Nov 29th the Help Desk will be CLOSED due to Thanksgiving break. The Help Desk will be open REMOTE ONLY on Saturday, Nov 30th from 8:30am-5pm.
Physical location of the Help Desk:
Bentley University
175 Forest Street
Library Lower Level
Waltham, MA 02452
Looking for self service IT help?
Visit Bentley Support Central:
- Make a request for IT help
- Check the status of an IT ticket
- View IT knowledge articles
- IT changes/ announcements
Hours of operation are subject to change and may vary during holidays, special events, or periods of inclement weather. Check the library calendar for additional information regarding hours of operation. If Bentley is closed, the Help Desk is closed as well.
Client Services Staff
Dan Sheehan
Director of IT Client Services
781-891-2622
dsheehan@bentley.edu
Lisa Duhaime
Associate Director, User Services
781-891-3406
lduhaime@bentley.edu
Marc Jacques
Senior Office 365 Engineer
781-891-2632
mjacques@bentley.edu
Sarah Murray
Manager of Client Technology and Senior ITSM Administrator
781-891-2607
smurray@bentley.edu
Malik Gordon
Senior Client Services Support Specialist
781-891-3470
malikgordon@bentley.edu
Fred Bachofner
Manager, Client Services IT Help Desk
781-891-3123
fbachofner@bentley.edu
Paul Tabak
Sr Hardware and Software Technician
781-891-2057
ptabak@bentley.edu
Christopher Shay
Help Desk Coordinator II
781-891-3176
cshay@bentley.edu
Tristan Blair
Help Desk Coordinator II
781-891-2550
tblair@bentley.edu
Carlie Duval
Help Desk Coordinator II
781-216-7230
carlieduval@bentley.edu
Chuck Perry
Manager, Technical Services
781-891-2259
cperry@bentley.edu
Daniel Kiai
End User Computing Technician II
781-891-3460
dkiai@bentley.edu
Steve DiFonte
Sr Desktop Systems Analyst
781-891-2123
sdifonte@bentley.edu
Jeff Taforo
End User Computing Technician II
781-891-2577
jtaforo@bentley.edu
Aedan Shea
End User Computing Technician II
781-891-3470
ashea@bentley.edu
Client Services offers a variety of employment opportunities for students interested in working with IT professionals in a hands-on environment in the field of Information Technology. Our positions offer students opportunities to enhance their understanding of technology while at the same time gather valuable experience working with diverse audiences. You don't have to be a CIS major to apply but having an interest in people and technology is a must!
Current Available Positions
Help Desk Consultant - The Help Desk Consultant's primary responsibility is the diagnosis and resolution of Help Desk inquiries for the Bentley faculty, staff and students. The position requires telephone support and one-on-one consulting for the purpose of operational support of Bentley approved or owned hardware and software. Responsibilities include opening Help Desk tickets, diagnosing, triaging, tracking and solving computer hardware and software problems. The Help Desk Consultant requires a reassuring demeanor, solid analytical skills and experience with complementary technical skills in PC computing. In addition, the candidate must have excellent communication skills and a willingness and desire to assist people (strong client orientation) via the phone and in person. Attendance at training sessions is mandatory. Topics for training are selected based on new problems and solutions. Training is typically held every other week during Activity Period. Students may also be required to work during Orientation and Campus Welcome, Opening of campus and on Holiday and Spring Breaks.
Student Hardware Technician - This position entails troubleshooting hardware issues, and coordinating/performing hardware repairs.
To Apply For A Position:
- Determine which position interests you most
- Review Student Employment information about applying for a job.
- Apply for position and choose the department below that matches the position you are interested in:
- Help Desk Consultants: Bentley IT Help Desk
- Student Hardware Technician: Faculty and Staff Technical Services