Desktop Support Specialist

University of Maryland Global Campus•Adelphi, MD

3d•Hybrid

About The Position

The Desktop Support Specialist is responsible for maintaining user uptime and improving their computing experiences through proactive remote monitoring, maintenance, and problem identification and resolution. He or she will be knowledgeable of all technologies and expected to contribute to new product features and testing. You are expected to troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion and provide in-person, hands-on assistance at the desktop level. The Desktop Support Specialist will report directly to the Sr. manager of operations and will serve as a conduit to provide feedback from team members to leadership. He or she will work with leadership and collaborate on key objectives for the team.

Requirements

Excellent customer service, interpersonal skills, time management, and problem-solving skills.
Excellent understanding of computer hardware, operating system functions, and components.
Must be familiar with multiple makes/models of desktops and laptops and be able to troubleshoot and escalate as appropriate
Mac OS X and Windows troubleshooting and configuration skills
Mobile and tablet device troubleshooting and configuration skills (iOS and Android)
Knowledge of Network Essentials, Intune and Microsoft 365, VoIP systems, and basic AV skills.
A broad range of technology experience (Servers, Desktops, printers, Security, Cloud Services, Networking Equipment, etc.)
Experience working in a high-paced service desk/help desk environment
Experience with asset management and project management
Experience: 3+ years in Information Systems in area of managed specialty (infrastructure, applications, operations, development)
1+ years of field support experience

Nice To Haves

Education: Bachelor’s Degree

Responsibilities

Provide on-site desktop support services for preventative, predictive, and remedial hardware/software maintenance on technology assets following Standard Operating Procedures (SOP's).
Diagnose and troubleshoot application incidents and problems escalated from the Service Desk or end-users.
Ensure proper documentation and use of the ticketing system.
Supports a wide range of IT services including but not limited to: PC, MAC, mobile devices, VPN/RSA token, Video Conference, software and basic network support.
Demonstrates relationship building, effective communication skills with team members and third parties in the process of resolving incidents / service requests, knowledge transfer resulting in efficient and effective incident management.
Contributes to hardware, software, services enhancements by identifying when established procedures are not working and if there are gaps in processes and makes recommendations for improvements
Develops and edits customer and technical support knowledge base documentation
Keep peers and managers informed of significant problems and unexpected delays.
Produces routine reports on trends in problem calls to prevent future problems.
Ability to resolve Tier 2 hardware, software, application, and networking problems.

Benefits

Generous Time Off: Enjoy 22 days of paid vacation, 15 days of sick leave, 3 personal days, and 16 paid holidays (17 during general election years). For part-time employees, time off rates will be prorated based on the number of hours worked.
Comprehensive Health Coverage: Access to health care, medical with vision, dental, and prescription plans for both individuals and families, effective from the 1st of the month following your hire date.
Insurance Options: Term Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability (LTD) Insurance. Part-time employees working less than 0.5 FTE are not eligible for LTD.
Flexible Spending Accounts: Available for medical and dependent care expenses.
Retirement Plans: Choose between the Optional Retirement Program (ORP) or the Maryland State Retirement and Pension System (MSRPS).
Supplemental Retirement Plans: include 401(k), 403(b), 457(b), and various Roth options. The university does not provide matching funds.
Tuition Remission: Immediate availability for Regular Exempt Staff. Spouses and dependent children are eligible for undergraduate tuition remission after two years of service. NOTE: For part-time employees (at least 50 percent of the time), tuition remission benefits are prorated.

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