IT Specialist I/Helpdesk

Baltimore City Community College•Main Campus (Liberty Heights), MD

4d•Hybrid

About The Position

Baltimore City Community College is constantly blending the use of information technology into the everyday functions throughout the College. Therefore, the Information Technology Services (ITS) Client Services Group (IT Helpdesk) is committed to meeting our clients’ needs and fulfilling the mission of the College. As a member of the Client Services Group, this position serves as the first line of connection when our client has a technical issue and therefore provides first level technical assistance and support for all technical needs. The IT Specialist I Helpdesk position responds to, coordinates and resolves IT Helpdesk problem calls for campus, administrative, and off-campus instructional technology requests. IT Specialist I technicians provide front-line computer technical support, troubleshoot equipment problems, resolve and/or recommend further action. Provide support/user assistance with computer equipment/software, as well as instructional support including laptop/desktop computers with college supported software and computer projection devices. Employees may be assigned to various parts of the institution and to assist in other areas of the college providing helpdesk support.

Requirements

Associate’s degree in an Information Technology related discipline
One (1) year in the information technology field or experience working in a helpdesk / IT environment.
Knowledge of computer operations and troubleshooting, to include Windows 10 / 11
This position requires a background check.
The position may encounter sensitive information. As such, confidentiality and integrity are essential to ensuring that employees and students have access only to systems and information required to perform successfully.
This position may be assigned duties which require the operation of a motor vehicle. If assigned such duties, the position will be required to possess a motor vehicle operator's license valid in the State of Maryland.

Nice To Haves

Bachelor’s degree in an Information Technology related discipline
Three (3 )years in the information technology field or experience working in a helpdesk environment.
Experience working on a helpdesk
Desktop Image Creation and Deployment
Remote Control Applications
Network knowledge and experience with IP Addressing, Domains, Work Groups, Active Directory, and Permissions
Virtual Desktop Imaging & Deployment
Mobile Management
Hardware Encryption
Certification and or training and experience in at least 2 of the following: MCITP –Microsoft Certified IT Professional (for Win 10) MCDST –Microsoft Certified Desktop Support Technician Comp TIA A+ or Comp TIA Network+
SCCM experience inclusive of OS Deployment and Application installation
SharePoint
Knowledge of the principles and methods of exceptional customer service.
Proficiency in Microsoft Outlook, Word, Excel, PowerPoint, Access; Microsoft Edge; Microsoft Chrome, Acrobat; and other Microsoft Office applications such as MS Project, MS Visio, etc.
Knowledge of PC and Mac desktop hardware and software.
Knowledge of Windows 10 and Windows 11 Operating Systems
Ability to add network printers, scanners, copiers, etc.
Knowledge of networking technologies and protocols: Active Directory, DNS, DHCP, HTTPS, SFTP, and TCP/IP.
Ability to deploy software through the SMS or SCCM utilities.
Knowledge of WSUS and patch management.
Knowledge of data encryption, laptop encryption and tracking software, etc.
The ability to create images using a utility such as Acronis, Ghost, etc.
Knowledge and experience using wireless devices, mobile devices and securing them on networks.
Knowledge of VPN client configuration.

Responsibilities

Respond to clients’ telephone calls and email requests for service in a timely manner, researching issues and resolving each interaction to ensure customer satisfaction.
Troubleshoot and manage hardware, software or network problems, to include A/V, voice, data, hardware and or software issues.
Answer helpdesk calls and provide desktop support over the phone and in-person.
Provide clients with appropriate forms to complete service-related requests for compliance regulations.
Enter, assign, and track helpdesk tickets in the system.
Perform routine upgrades on computer workstations, software and associated peripherals.
Coordinate hardware and software repairs with vendors, as needed.
Attend software training classes and participates in delivery of training as required to maintain current knowledge of administrative software.
Enter solutions for all service tickets into the helpdesk software application for inclusion in the knowledgebase.
Install/modify/upgrade/troubleshoot computer workstations’ hardware and software, including connecting hardware to the network, installing software, transferring data and testing.
Help maintain accurate hardware and software inventories.
Provide feedback to management on ways to increase efficiency, reduce costs, and improve services.
Setup and troubleshoot mobile devices such as smartphones, tablets, etc.
Work as a team player and display a positive attitude, especially when communicating with clients.
Create Helpdesk reports weekly and monthly.
Identify, research, and resolve IT technical problems.
Assist Tier II to setup and configure computers.
Assist with Audio/Visual needs to include delivering smart stations to classrooms, installing and configuring.
Troubleshoot remote access issues.
Track IT inventory.
Perform related duties as assigned.