IT Coordinator, Service Desk Level 2

University of Maryland•College Park, MD

36d•Onsite

About The Position

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

Requirements

Bachelor’s degree from an accredited college or university.
One (1) year of professional information technology experience.
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.

Nice To Haves

CompTIA A+
ITIL certification
Help Desk Institute Customer Service Representative (HDI-CSR)
Microsoft Certified Solutions Expert (MCSE), Apple Certified Mac Technician (ACMT), or Cisco Certified Network Associate (CCNA) certification is a plus.

Responsibilities

Provide direct level 2 end-user assistance to the customers of the Division of IT Service Desk.
Provide 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.
Provide support over the telephone, on a walk-in basis, by remote control and live chat and via email.
Responsible for all aspects of the customer relationship and strive for excellence in the customer experience.
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.
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.