IT Computer Operator Sr. (Contingent II - Grant Funded)

Maryland Connect•Patuxent Riding, MD

5d•$48,138 - $58,000

About The Position

Under general supervision, performs complex duties in the operation of computers and peripheral equipment to process data with emphasis on the diagnosis and resolution of operational problems.

Requirements

Associate’s degree in Information Technology, Computer Science, or related field
1–3 years of experience in a desktop support or technical help desk role
Proficiency in Windows and macOS environments
Familiarity with remote support tools, ticketing systems, and Active Directory
Strong problem-solving skills and attention to detail
Excellent communication and interpersonal skills
Knowledge of Windows and macOS computing platforms
Knowledge of Windows 11, M365, Office Suite, Adobe Creative Cloud, Teams, Zoom
Imaging, troubleshooting desktop support issues
Strong communication skills
Strong customer service skills
Effective problem-solving skills
Effective written and verbal skills
Must also be able to work concurrently on multiple projects, adjust to occasional changes in priorities, and respond quickly and effectively in emergencies
Must be able to instruct, direct, guide, and share information with both technical and non-technical personnel.

Nice To Haves

Certifications such as CompTIA A+, Network+, or ITIL
Experience in an academic or enterprise IT environment

Responsibilities

Deliver responsive technical assistance via phone, remote tools, ticketing system, and in-person support
Provide second-level support for desktops, laptops, printers, and peripheral devices
Diagnose and resolve hardware and software issues, including operating systems, standard applications, and connectivity problems
Install, configure, and troubleshoot software applications and system updates
Stage and deploy newly purchased PCs and printers, including system setup, software installation, user data migration, and user orientation
Assist with imaging and deployment of devices across campus
Perform preventive and scheduled maintenance on instructional and administrative computers to mitigate virus threats and ensure optimal performance
Support classroom and lab technology setups, including AV equipment and instructional software
Conduct software refreshes in computer labs prior to each semester and verify required applications are installed and functioning
Maintain accurate records of support activities, configurations, and asset inventory using the ticketing system
Record, track, and escalate support cases as needed to ensure timely resolution
Provide guidance and training to users on basic IT procedures, security best practices, and software usage
Collaborate with other IT staff to escalate and resolve complex technical issues
Ensure compliance with institutional IT policies, procedures, and security standards
Perform other duties as assigned to support the evolving needs of the IT department