IT Support Specialist - Internal Posting

Cecil College • North East, MD

1d • Hybrid

About The Position

The IT Support Specialist provides technical assistance and support to faculty, staff, administrators, students, and others in the resolution of reported computer or related technical problems or issues. This role involves troubleshooting user accounts, validating assigned software licenses, and responding to issues via the work order tracking system. The specialist receives, diagnoses, and provides immediate solutions for hardware, software, user, network, and security access issues, ensuring quality customer service and follow-up on reported problems. They maintain awareness of the full range of information technology (IT) services and products and escalate issues that cannot be resolved at the help desk level, performing related duties as assigned.

Requirements

• Two years of general technical experience with Windows and Mac OS and hardware.
• Technical knowledge of computers, mobile devices, printers, and networking hardware.

Nice To Haves

• Associates degree preferred.

Responsibilities

• Serves as the initial point of contact for customers seeking technical assistance over the phone, email, or work order system.
• Uses diagnostic techniques, asks pertinent questions, and offers remote desktop assistance to determine the severity of the issue and the best solution.
• Resolves or refers issues to appropriate technical staff, explaining the problem-solving process and guiding users in resolving problems.
• Performs troubleshooting and validation for user authentication, multi-factor authentication (MFA), user/device-based and perpetual software licensing, district-owned cloud-based web applications, desktop software operation, printer assignments, mobile phone applications, and smart-classroom technical issues.
• Troubleshoots a variety of user issues relating to various software applications, email, network and printer operations, internet functions, and desktop security issues.
• Responds to a variety of questions and inquiries.
• Provides technical resolutions for hardware, software systems, and network-related problems in a timely manner.
• Enters detailed descriptions of user problems in an assigned database, prioritizing requests and labeling them according to established procedures.
• Creates and monitors IT system work orders and routes any unresolved issues to the next level of support work queues.
• Escalates urgent or emergency situations to the supervisor.
• Creates documentation of established resolutions, procedures, workflows, and diagnostics that may be customer-facing or for internal staff.
• Assists with updating login credentials and security groups and validates user or device-based software licensing.
• Assists with instructional technology and A/V set-up and resolving technical issues.
• Participates in maintaining accurate IT asset management/inventory as part of the overall asset management process.
• Monitors or executes batch processes for IT automated systems via prescribed operational procedures.
• Performs other duties as assigned.

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• Generous annual leave
• Sick leave
• Personal leave
• 19 paid holidays
• Tuition assistance
• Tuition waiver
• Opportunity to enroll in retirement accounts (403B or Maryland State Retirement System)
• Voluntary retirement account with TIAA or Fidelity
• Employee paid short term disability
• Employer provided basic life insurance
• Employer provided accidental death insurance
• Employee paid voluntary life insurance
• Access to Fitness Center
• Access to library

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree