IT Service Desk Support Technician

Cecil College•North East, MD

7d•$16 - $25•Onsite

About The Position

Founded in 1968 to meet the post-secondary and continuing education needs of Cecil County residents, Cecil College has been serving the community and shaping its future for more than 50 years. The College is governed by a Board of Trustees appointed by the governor. The College’s fifth president, Dr. Mary Way Bolt, reports directly to the Board of Trustees. Cecil College is centrally located in Maryland’s most northeastern county, just one half mile from Interstate 95. It is easily accessible from Philadelphia and Baltimore, as well as from Wilmington, Delaware. With a diverse student population, Cecil College enrolls approximately 2,500 credit students and 3,400 non-credit students. Cecil offers associate degrees, certificate programs and non-credit classes. Cecil offers a variety of associate degree and certificate programs. Through its open admissions policy, Cecil College provides learning opportunities for all who have the desire and ability to benefit from its courses and programs, regardless of age, gender, ethnic origin, sexual orientation, disability, or socioeconomic status. Employees of Cecil College, including instructors for online and virtual courses, must be residents of Maryland or the contiguous states of Delaware, Pennsylvania, Virginia, West Virginia, or the District of Columbia. Applicants must be currently authorized to work in the US, as the College does not offer Visa sponsorships. JOB SUMMARY: Assist students, staff, and faculty of Cecil College with technical support of desktop and laptop computers, classroom technology, applications, and related technology. Given the need of interaction with students, employees and college community, this position requires in-person presence.

Requirements

High School Diploma required; associates degree preferred.
Experience with Windows and Mac computers
Prior working knowledge of Microsoft products
Technical knowledge of computer and networking hardware
General knowledge of applications, including MS Office products
Strong troubleshooting skills
Good communication skills
Strong Customer service
Ability to work a varied schedule during critical periods, including evenings, Saturdays and Sundays.
Ability to lift and move up to a maximum of 50 lbs.
The physical activity of this position includes, but is not limited to: climbing, walking, stooping, kneeling, crouching, reaching, standing, pulling, lifting, grasping, twisting and sitting.
Work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as office or meeting and training rooms, e.g., use of safe work place practices with office equipment, avoidance of trips and falls, and observance of fire and building safety regulations, and traffic signals when driving.
This position supports information technology at Cecil College’s main campus in North East, MD, and the additional location in Elkton, MD and all additional instructional sites.
Travel between these locations is required.

Nice To Haves

Basic Canvas knowledge preferred
A+ Certification is preferred

Responsibilities

Answer incoming phone calls from faculty, staff and students who need IT technical support either assist them directly or work with IT staff to move the issue or request to someone else who can help.
Log and document all service requests and issues in a timely manner in the Service Desk tool.
Troubleshoot and resolve low to medium complexity issues with guidance from supervisor and or other IT staff.
Research questions using available information resources.
Work in tandem with other IT staff to ensure requests and issues are handled quickly and efficiently.
Identify and escalate situations requiring urgent attention.
Escalate issues to the appropriate IT staff as needed in a timely manner.
Pass along requests to the appropriate IT staff as needed in a timely manner.
Create documentation where documentation is absent.
Assist with installation, configuration, deployment and ongoing usability of laptop/desktop computers, peripheral equipment and software with guidance from guidance from supervisor and or other staff.
Troubleshoot Windows & Mac application software and operating systems in order to diagnose and resolve problems.
Utilize remote support software as a tool in resolving technical issues in a timely manner.
Assist with IT Inventory as needed.
Setup/configure/maintain printers for staff, faculty, and classrooms with guidance from guidance from supervisor and or other staff.
Setup/configure employee cell phones as requested with guidance from guidance from supervisor and or other staff.
Adhere to all College policies and procedure.
Perform other duties as assigned.

Benefits

Cecil College offers part-time employees a wide range of benefits, including accrual of sick and safe leave (1 hour of sick and safe leave accrued for every 30 hours worked); opportunity to open a voluntary retirement account with TIAA or Fidelity; employee paid short term disability based on eligibility guidelines; access to the Fitness Center and library and tuition waiver based on eligibility guidelines.

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