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Information Technology

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.

Bentley IT Help Desk

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
Faculty and Staff Technical Services

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

Bentley IT Help Desk Business Hours

Sunday, May 19th: 11:30am-7:30pm REMOTE
Monday, May 20th: 8am-8pm
Tuesday, May 21st: 8am-8pm
Wednesday, May 22nd: 8am-8pm
Thursday, May 23rd: 8am-8pm
Friday, May 24th: 8am-5pm
Saturday, May 25th: 8:30am-6:00pm REMOTE
Sunday, May 26th: 11:30am-7:30pm REMOTE
Monday, May 27 CLOSED

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

Client Services

Dan Sheehan
Director of IT Client Services

Lisa Duhaime
Associate Director, User Services

Marc Jacques
Senior Office 365 Engineer

Sarah Murray
IT Service Management Administrator

Malik Gordon
Senior Client Services Support Specialist

Bentley IT Help Desk

Fred Bachofner
Manager, Client Services IT Help Desk

Paul Tabak
Sr Hardware and Software Technician

Christopher Shay
Help Desk Coordinator II

Tristan Blair
Help Desk Coordinator II

Faculty and Staff Technical Services

Chuck Perry
Manager, Technical Services

Daniel Kiai
End User Computing Technician II

Steve DiFonte
Sr Desktop Systems Analyst

Jeff Taforo
End User Computing Technician II

Aedan Shea
End User Computing Technician II

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: 

  1. Determine which position interests you most
  2. Review Student Employment information about applying for a job.
  3. 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