IT Specialist I/Helpdesk

Baltimore City Community College; Baltimore (MD); On-site; USD 45,000 - 65,000; Full time

Job summary

Baltimore City Community College is seeking an IT Specialist I Helpdesk to deliver first-line technical assistance and support across campus and remote locations. The role focuses on resolving user issues, triaging tickets, and providing desktop and device support with college-approved software and AV equipment.

You will work in a fast-paced IT environment, participate in ongoing training, and maintain knowledge of the helpdesk system and security practices.

Qualifications

• Associate's degree in IT or related field.

Responsibilities

• Respond to helpdesk tickets via phone and email, triage and resolve issues.
• Troubleshoot hardware, software, and network problems including A/V and peripherals.
• Provide on-site and remote desktop support for campus users.
• Manage and document tickets in the helpdesk system.
• Assist with software training and knowledgebase updates.
• Coordinate with vendors for hardware/software repairs as needed.
• Assist with imaging and deployment of desktop environments.

Skills

Customer service

Helpdesk experience

Windows 10/11 troubleshooting

PC and Mac hardware/software

Active Directory, DNS, DHCP, TCP/IP

SCCM/OS deployment

Remote control tools

MS Office proficiency

VPN configuration

Data encryption and device security

Imaging/deployment (Acronis/ghost)

Education

Associate’s degree in Information Technology

Bachelor’s degree in Information Technology

Tools

Remote control applications

SCCM

SharePoint

Acronis/Ghost imaging tools

Job description

Baltimore City Community College is constantly blending the use of information technology into the everyday functions throughout the College. Therefore, the Information Technology Services (ITS) Client Services Group (IT Helpdesk) is committed to meeting our clients’ needs and fulfilling the mission of the College.

As a member of the Client Services Group, this position serves as the first line of connection when our client has a technical issue and therefore provides first level technical assistance and support for all technical needs.

The IT Specialist I Helpdesk position responds to, coordinates and resolves IT Helpdesk problem calls for campus, administrative, and off-campus instructional technology requests. IT Specialist I technicians provide front-line computer technical support, troubleshoot equipment problems, resolve and/or recommend further action. Provide support/user assistance with computer equipment/software, as well as instructional support including laptop/desktop computers with college supported software and computer projection devices. Employees may be assigned to various parts of the institution and to assist in other areas of the college providing helpdesk support.

• Respond to clients’ telephone calls and email requests for service in a timely manner, researching issues and resolving each interaction to ensure customer satisfaction.
• Troubleshoot and manage hardware, software or network problems, to include A/V, voice, data, hardware and or software issues.
• Answer helpdesk calls and provide desktop support over the phone and in-person.
• Provide clients with appropriate forms to complete service-related requests for compliance regulations.
• Enter, assign, and track helpdesk tickets in the system.
• Perform routine upgrades on computer workstations, software and associated peripherals.
• Coordinate hardware and software repairs with vendors, as needed.
• Attend software training classes and participates in delivery of training as required to maintain current knowledge of administrative software.
• Enter solutions for all service tickets into the helpdesk software application for inclusion in the knowledgebase.
• Install/modify/upgrade/troubleshoot computer workstations’ hardware and software, including connecting hardware to the network, installing software, transferring data and testing.
• Help maintain accurate hardware and software inventories.
• Provide feedback to management on ways to increase efficiency, reduce costs, and improve services.
• Setup and troubleshoot mobile devices such as smartphones, tablets, etc.
• Work as a team player and display a positive attitude, especially when communicating with clients.
• Create Helpdesk reports weekly and monthly.
• Identify, research, and resolve IT technical problems. Assist Tier II to setup and configure computers.
• Assist with Audio/Visual needs to include delivering smart stations to classrooms, installing and configuring.
• Troubleshoot remote access issues.
• Track IT inventory.
• Perform related duties as assigned.

Education

• Associate’s degree in an Information Technology related discipline

Experience

• One (1) year in the information technology field or experience working in a helpdesk / IT environment.
• Knowledge of computer operations and troubleshooting, to include Windows 10 / 11

Position-Specific Requirements

• This position requires a background check.
• The position may encounter sensitive information. As such, confidentiality and integrity are essential to ensuring that employees and students have access only to systems and information required to perform successfully.
• This position may be assigned duties which require the operation of a motor vehicle. If assigned such duties, the position will be required to possess a motor vehicle operator's license valid in the State of Maryland.

Work Environment

This position typically works indoors in a standard IT environment, generally free from hazardous or unpleasant physical conditions. Work involve minimal risk and observance of safety precautions typical of modern office settings. The work environment is highly diverse and demands a high level of cultural competence in interpersonal communications and interactions. The position requires local travel in order to perform duties at all of the College’s campuses. Work hours will be staggered to accommodate onsite support from 7:00 a.m. to 7:00 p.m. and includes Saturdays. Additionally, as operational needs dictate, some late evenings and weekend hours are required.

Physical Demands

The work entails sitting, standing, walking, bending, stooping, reaching, and lifting to 50 lbs. Work requires eye-hand coordination, manual dexterity, near vision acuity, and the ability to see and read printed material and computer screens. Duties involve oral, written, electronic and telephonic communication; typing; and lifting and transporting supplies/materials. The position is regularly required to handle mobile phone and telephone equipment. Duties involving travel require the operation of a motor vehicle.

• Bachelor’s degree in an Information Technology related discipline
• Three (3 )years in the information technology field or experience working in a helpdesk environment.
• Experience working on a helpdesk Desktop Image Creation and Deployment
• Remote Control Applications
• Network knowledge and experience with IP Addressing, Domains, Work Groups, Active Directory, and Permissions Virtual Desktop Imaging & Deployment
• Mobile Management Hardware Encryption
• Certification and or training and experience in at least 2 of the following:
  1. MCITP –Microsoft Certified IT Professional (for Win 10) MCDST –Microsoft Certified Desktop Support Technician Comp TIA A+ or Comp TIA Network+
  2. SCCM experience inclusive of OS Deployment and Application installation SharePoint

Knowledge, Skills, & Abilities

• Knowledge of the principles and methods of exceptional customer service.
• Proficiency in Microsoft Outlook, Word, Excel, PowerPoint, Access; Microsoft Edge; Microsoft Chrome, Acrobat; and other Microsoft Office applications such as MS Project, MS Visio, etc.
• Knowledge of PC and Mac desktop hardware and software.
• Knowledge of Windows 10 and Windows 11 Operating Systems Ability to add network printers, scanners, copiers, etc.
• Knowledge of networking technologies and protocols: Active Directory, DNS, DHCP, HTTPS, SFTP, and TCP/IP. Ability to deploy software through the SMS or SCCM utilities.
• Knowledge of WSUS and patch management.
• Knowledge of data encryption, laptop encryption and tracking software, etc. The ability to create images using a utility such as Acronis, Ghost, etc.
• Knowledge and experience using wireless devices, mobile devices and securing them on networks. Knowledge of VPN client configuration.