IT Service Desk Support Technician

Cecil College•Elkton Station, MD

1d•Onsite

About The Position

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
Basic Canvas knowledge preferred
A+ Certification is preferred
Strong troubleshooting skills
Good communication skills
Strong Customer service

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.