IT Coordinator, Service Desk Level 2

University of Maryland; College Park (MD); On-site; USD 57,000 - 68,000; Full time

Job summary

University of Maryland, College Park, is seeking a Service Desk IT Coordinator Level 2 to deliver direct end-user IT support to faculty, staff, and students across Windows, Mac, and Linux platforms. The role involves assisting customers via phone, walk-in, remote control, live chat and email, while also coaching student staff and contributing to documentation and process improvements.

The position emphasizes customer service excellence, timely problem resolution, and staying current with IT

Qualifications

• Bachelor’s degree from an accredited college or university.
• One year of professional information technology experience.
• Additional work experience may substitute for up to four years of required education.

Responsibilities

• Provide direct level 2 end-user IT support to faculty, staff and students.
• Assist customers via phone, walk-in, remote control, live chat and email.
• Coach student employees and contribute to user documentation and process improvements.

Skills

Customer service

Written and verbal comms

Problem solving

Time management

Adaptability

IT support

Education

Bachelor's degree

Tools

Canvas

Google Workspace

Workday

Job description

Job Description Summary & Additional Information

Job Description Summary: This position is available within the University of Maryland’s Division of Information Technology (DIT). Service Desk IT Coordinators provide direct level 2 end-user assistance to the customers of the Division of IT Service Desk. The Service Desk provides IT support to the faculty, staff, and students of the University, including assistance with the Windows, Apple, and Linux operating systems, standard productivity applications, the Internet, networking, and a wide range of University academic and administrative applications. Support is provided over the telephone, on a walk-in basis, by remote control and live chat and via email. Service Desk Level 2 Coordinators are responsible for all aspects of the customer relationship and strive for excellence in the customer experience. IT Coordinators coach student employees, keep abreast of the latest support and technology trends, research and resolve difficult technology support requests, produce user documentation and review, refine and improve support processes and procedures.

This position is considered essential and may be required to work at the normal work location or an alternative location during a major catastrophic event, weather emergency, or other operational emergency to help maintain the continuity of University services.May be required to work evenings, nights, weekends, or different shifts for extended periods.

Preferences: Prior experience providing IT support in a higher-ed environment. Familiarity with supporting: Canvas, Google Workspace, Workday.

Physical Demands: This position requires the ability to lift computer equipment and occasionally travel across campus to different locations.

Additional Information: Please note that all positions within the Division of Information Technology (DIT) have an in-person component with expected time in our College Park, MD location per week. Telework is not a guaranteed work arrangement.

Visa Sponsorship Information: DIT will not sponsor the successful candidate for work authorization in the United States now or in the future. F1 STEM OPT support is not available for this position.

Minimum Qualifications

• Education: Bachelor’s degree from an accredited college or university.
• Experience: One (1) year of professional information technology experience.
• Other: Additional work experience as defined above may be substituted on a year-for-year basis for up to four (4) years of the required education.

Knowledge, Skills, & Abilities

• Knowledge of supported computing platforms.
• Knowledge of supported computing platforms and their applications in IT environments.
• Knowledge of best practices for instructing and guiding both technical and non-technical personnel.
• Skill in written and verbal communication, time management, and adapting to shifting priorities.
• Skill in providing strong customer service and resolving technical issues efficiently.
• Ability to analyze and solve problems effectively in a fast-paced environment.
• Ability to instruct, direct, assist, guide, and share information with both technical and non-technical personnel.
• Ability to assist, guide, and share information with diverse audiences, including technical and non-technical personnel.

Job Risks Not Applicable to This Position

Department: DIT-BSS-Community Support & Outreach (CSO)

Worker Sub-Type: Staff Contractual (C2) (Fixed Term)

Salary Range: $56,800.00 - $68,160.00

Benefits Summary

For more information on Staff Contractual CII benefits.

Background Checks

Offers of employment are contingent on completion of a background check. Information reported by the background check will not automatically disqualify anyone from employment. Before any adverse decision, the finalist will have an opportunity to provide information to the University regarding disclosable background check information. The University reserves the right to rescind the offer of employment or otherwise decline or terminate employment if the information reported by the background check is deemed incompatible with the position, regardless of when the background check is completed.

Employment Eligibility

The successful candidate must complete employment eligibility verification (on Form I-9) by presenting documents that establish identity and work authorization within the timeframe required by federal immigration law, and where applicable, to demonstrate renewed employment authorization. Failure to complete employment eligibility verification or reverification within the timeframe set forth by law may result in suspension or termination of employment.

Equal Employment Opportunity (EEO) Statement

The University of Maryland, College Park is an Equal Opportunity Employer. All qualified applicants will receive equal consideration for employment. Please read the University’s Equal Employment Opportunity Statement of Policy.

Title IX Non-Discrimination Notice

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