IT Service Desk Support Technician

Eligibility

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 U.S.; the College does not offer visa sponsor ships.

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 for interaction with students, employees and the college community, this position requires in‑person presence.

• 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 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 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 and maintain printers for staff, faculty, and classrooms with guidance from supervisor and/or other staff.
• Setup, configure employee cell phones as requested with guidance from supervisor and/or other staff.
• Adhere to all College policies and procedures.
• Perform other duties as assigned.

• High School Diploma required; associate’s 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

The schedule may vary but is anticipated to be 24 hours a week from 7:30 am – 2:00 pm.

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 workplace 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.

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.

The salary for this position is $16.00 per hour.

Based upon the budgeted hours of a position, contribution to the Maryland State Retirement Pension System may be required.

We are committed to ensuring equal opportunity and non‑discrimination in all hiring and employment practices. Cecil College will not discriminate against any individual by reason of race, color, national origin, ancestry, age, religion, disability, sex, sexual orientation, gender identity and expression, genetic status, genetic information, veteran status or any other status protected by federal, state or local laws.