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Frostburg State University, Office of Information Technology, is accepting applications for a full-time, exempt Technical Support Manager. Salary commensurate with experience and includes University System of Maryland benefits package.
Responsibilities: Reporting to the Director of Technology Services, this hands-on manager will lead a team of technicians who provide support for all campus computers (desktops, laptops, tablets), peripherals, audio-visual equipment, and software. In addition to providing technical support, responsibilities include delegating work assignments, leading and implementing projects, monitoring tickets, ensuring quality customer service, handling escalated issues, planning staff development, and ensuring quality desktop management practices (via imaging, software deployment, security, licensing, etc.).
Minimum Qualifications: Associate’s degree plus five years of experience or Bachelor’s degree plus three years of experience. Degree in Computer Science, Information Systems, Mathematics, Engineering, Business Management, Business Administration, or related field. Experience in technical support of computers, peripherals, audio-visual equipment, and software. Familiarity with both Windows and Mac platforms. Experience with enterprise-wide IT projects relating to virus protection, operating system upgrades, software deployment, hardware platforms, and desktop management tools. Experience in a management or leadership role. A strong customer service approach along with exceptional written and oral communication, problem-solving, decision-making, and interpersonal skills. Successful completion of pre-employment physical examination.
Preferred Qualifications: Prior employment at a post-secondary institution. Experience working at a similarly scaled organization (3,000+ computers). Experience with Microsoft’s SCCM or other desktop management tool.
Other: Any combination of training and experience substantially equivalent to graduation from an accredited college or university with a degree in a related field and progressively responsible related work experience may be considered.
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