IT Service Desk Support Technician

Cecil-College; Elkton (MD); On-site; USD 23,000 - 32,000; Part time

Job summary

Cecil College is seeking an in-person IT support aide to assist students, staff, and faculty with desktop, laptop, and classroom technology issues. The role involves troubleshooting Windows and Mac systems, documenting service requests, and collaborating with IT staff to resolve tickets efficiently.

Candidates should have a high school diploma (associate degree preferred), experience with Microsoft products, and strong customer service and communication skills.

Qualifications

• High School Diploma required; associates degree preferred.
• Experience with Windows and Mac computers
• Prior working knowledge of Microsoft products
• Technical knowledge of computer and networking hardware
• General knowledge of applications, including MS Office products
• A+ Certification is preferred
• Strong troubleshooting skills
• Good communication skills
• Strong Customer service

Responsibilities

• Answer incoming phone calls from faculty, staff and students needing IT support and direct them or escalate to the appropriate IT staff.
• Log and document service requests in the Service Desk tool in a timely manner.
• Troubleshoot and resolve low to medium complexity issues with guidance from supervisor or other IT staff.
• Research questions using available information resources and assist with installation, configuration, deployment of hardware and software.
• Escalate issues to appropriate IT staff and communicate resolutions to users.
• Create documentation for processes not previously documented.
• Travel between campus locations as needed and provide in-person support.

Skills

Windows OS

Mac OS

Microsoft Office

Customer service

Communication skills

Troubleshooting

Education

High School Diploma

Associates degree preferred

Job description

Assist students, staff, and faculty of Cecil College with technical support of desktop and laptop computers, classroom technology, applications, and related technology.

Given the need of interaction with students, employees and college community, this position requires in-person presence.

• Answer incoming phone calls from faculty, staff and students who need IT technical support either assist them directly or work with IT staff to move the issue or request to someone else who can help.
• Log and document all service requests and issues in a timely manner in the Service Desk tool.
• Troubleshoot and resolve low to medium complexity issues with guidance from supervisor and or other IT staff.
• Research questions using available information resources.
• Work in tandem with other IT staff to ensure requests and issues are handled quickly and efficiently.
• Identify and escalation situations requiring urgent attention.
• Escalate issues to the appropriate IT staff as needed in a timely manner.
• Pass along requests to the appropriate IT staff as needed in a timely manner.
• Create documentation where documentation is absent.
• Assist with installation, configuration, deployment and ongoing usability of laptop/desktop computers, peripheral equipment and software with guidance from guidance from supervisor and or other staff.
• Troubleshoot Windows & Mac application software and operating systems in order to diagnose and resolve problems.
• Utilize remote support software as a tool in resolving technical issues in a timely manner.
• Assist with IT Inventory as needed.
• Setup/configure/maintain printers for staff, faculty, and classrooms with guidance from guidance from supervisor and or other staff.
• Setup/configure employee cell phones as requested with guidance from guidance from supervisor and or other staff.
• Adhere to all College policies and procedure.
• Perform other duties as assigned.

• High School Diploma required; associates degree preferred.
• Experience with Windows and Mac computers
• Prior working knowledge of Microsoft products
• Technical knowledge of computer and networking hardware
• General knowledge of applications, including MS Office products
• Basic Canvas knowledge preferred
• A+ Certification is preferred
• Strong troubleshooting skills
• Good communication skills
• Strong Customer service

Scheduling Requirements

1:30pm - 8:00pm, one day will be at NE campus and other two at ES.

Ability to work a varied schedule during critical periods, including evenings, Saturdays and Sundays.

Physical Demands

Ability to lift and move up to a maximum of 50 lbs. The physical activity of this position includes, but is not limited to: climbing, walking, stooping, kneeling, crouching, reaching, standing, pulling, lifting, grasping, twisting and sitting.

Work Environment

Work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as office or meeting and training rooms, e.g., use of safe work place practices with office equipment, avoidance of trips and falls, and observance of fire and building safety regulations, and traffic signals when driving.

Other

• Based upon the budgeted hours of a position, contribution to the Maryland State Retirement Pension System may be required.

This position supports information technology at Cecil College's main campus in North East, MD, and the additional location in Elkton, MD and all additional instructional sites. Travel between these locations is required.