Desktop Support Technician - Anne Arundel Community College in Arnold Maryland

Unfortunately, this job is expired as of 3/27/2015.

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Anne Arundel Community College

Arnold, Maryland

United States

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Detailed Job Description

The Desktop Support Technician is responsible for assisting other Desktop Support Specialists and Senior Desktop Support Specialists in diagnosing and troubleshooting hardware and software related problems in support of end users throughout the college.
-Receive and answer telephone calls from end users concerning problems related to the PC, hardware, software, network, e-mail or telephone system.
-Maintain a log of customer service and support calls received and the action taken within the automated ticketing and incident tracking software.
-Set up equipment for employee use, ensuring proper installation of cable, hardware and appropriate software.
-Coordinate the relocation of computer hardware and peripheral equipment for assigned moves.
-Report problems to the Team Leader, Customer Support Services, the Remote Site Team Leader or the Manager, Instructional Support for escalation to senior staff as needed. Assist other Information Services team members by providing research necessary to diagnose and resolve end user problems.
-Interact with IS staff as necessary to resolve problems and/or contact hardware and software vendors as necessary to report and resolve problems, at the direction of the Team Leader, Customer Support Services, the Remote Site Team Leader or the Manager, Instructional Support. Assist with follow-up calls and/or closing of work orders.
-Independently manage projects as assigned in coordination with the Team Leader, Customer Support Services, the Remote Site Team Leader or the Manager, Instructional Support. Document progress and provide regular status reports as needed.
-When necessary provide backup support for Technical Call Center and AV Technologies staff. Assist the AV Technologies staff by providing troubleshooting services for computer related audiovisual equipment as necessary and basic troubleshooting for all other audiovisual equipment issues.
-Continue training to provide and gain technical proficiency through active participation in plan of professional development and by reading technical periodical literature and industry publications.  

Required Qualifications

-High School diploma or equivalent required.
-Specialized training or certification or educational concentration in a technical area required.
-Excellent oral, written and interpersonal communication skills, including a demonstrated ability to provide clear, concise directions and to communicate highly technical information to a technically diverse population.
-Ability to deliver excellent customer service in a prompt, cooperative and friendly manner.
-Ability to work a flexible schedule, including regularly-scheduled evening and weekends, to accommodate the needs of the end users and the department.
-Ability to lift up to 50 lbs., with or without accommodations.
-Ability to deal tactfully and effectively with administrators, faculty, staff and the public.  

Preferred Qualifications

-Associate's degree preferred.
-A+, Network+ certifications desirable.
-Minimum of one year of experience in a customer service-related position required; help desk or similar environment supporting Microsoft Office Professional applications preferred.
-Working knowledge of Windows networks, automated problem tracking, error resolution systems, PC and MAC hardware, mobile devices and Automatic Call Distribution (ACD) telephone features preferred.  

Special Instructions to Applicants

Resume and cover letter are required

As a condition of employment and in connection with your employment application process, Anne Arundel Community College shall conduct a background check on all candidates selected for employment. The information contained in such background reports shall be used for job relevant employment purposes. All offers of employment are contingent upon the favorable results of a background check screening

While we appreciate your interest in employment with Anne Arundel Community College, we regret that we are unable to sponsor employment Visas for job applicants at this time.  

Keyword Phrases

  • Instructional/Remote Site Svcs
  • Desktop Support Technician
  • Great College "Honor Roll"
  • Baltimore-Washington Metropolitan Area
  • Embrace Diversity
  • Computer Support and Training
  • Network/System Administration
  • Other IT
Employment Type:Administrative Staff
Degree Required: High School
Experience: See Job Description
Level of Job: Analyst / Staff
Salary: Not Specified
Type of School:2 - Year Institution / Technical
Application Requirements: See Job Description