IT Coordinator, Service Desk Level 2

University of Maryland•College Park, MD

10d•$56,800 - $68,160•Hybrid

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 faculty, staff, and students. Support covers Windows, Apple, and Linux operating systems; standard productivity applications; the Internet and networking; and University academic and administrative applications. Assistance is provided by telephone, walk-in service, remote control, live chat, and email. Level 2 Coordinators manage all aspects of the customer relationship and strive for an excellent customer experience. They coach student employees, keep current with support and technology trends, research and resolve difficult technology requests, produce user documentation, and review, refine, and improve support processes and procedures. This is an essential position. During a major catastrophic event, weather emergency, or other operational emergency, the employee may be required to work at the normal or an alternative work location to help maintain University services. Evening, night, weekend, or different shifts may be required for extended periods. The position has an in-person component, with expected weekly time at the College Park, Maryland location; telework is not guaranteed. The position is a Staff Contractual (C2), fixed-term appointment. The salary range is $56,800 to $68,160. DIT will not sponsor work authorization in the United States, and F1 STEM OPT support is unavailable for this position. Applications must include a resume, cover letter, and list of three references. The best consideration date is November 17, 2026; the position is open until filled.

Requirements

Bachelor’s degree from an accredited college or university; additional qualifying work experience may substitute year for year for up to four years of the required education.
One year of professional information technology experience.
Knowledge of supported computing platforms and their applications in IT environments.
Knowledge of best practices for instructing and guiding technical and non-technical personnel.
Written and verbal communication, time-management, and adaptability skills, including the ability to respond to shifting priorities.
Strong customer service skills and ability to resolve 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 technical and non-technical personnel and diverse audiences.
Ability to lift computer equipment and occasionally travel across campus to different locations.
Must be able to complete employment eligibility verification as required by federal immigration law.
Work authorization sponsorship is not available; F1 STEM OPT support is not available.

Nice To Haves

Prior experience providing IT support in a higher-education environment.
Familiarity with Canvas, Google Workspace, and Workday.

Responsibilities

Provide Level 2 end-user IT assistance to University faculty, staff, and students.
Support Windows, Apple, and Linux operating systems, productivity applications, Internet and networking, and University academic and administrative applications.
Provide support by telephone, walk-in service, remote control, live chat, and email.
Manage customer relationships and work toward an excellent customer experience.
Coach student employees.
Keep abreast of support and technology trends.
Research and resolve difficult technology support requests.
Produce user documentation.
Review, refine, and improve support processes and procedures.
Help maintain University services by working at the normal or an alternative location during major catastrophic events, weather emergencies, or other operational emergencies, if required.