IT Service Desk Support Technician

About Us Founded in 1968 to meet the post‑secondary and continuing education needs of Cecil County residents, Cecil College has been serving the community and shaping its future for more than 50 years. The College is governed by a Board of Trustees appointed by the governor. The College’s fifth president, Dr. Mary Way Bolt, reports directly to the Board of Trustees. Eligibility Applicants must be currently authorized to work in the U.S. and must be residents of Maryland or one of the contiguous states of Delaware, Pennsylvania, Virginia, West Virginia, or the District of Columbia. The College does not offer visa sponsorship. Job Summary Assist students, staff, and faculty of Cecil College with technical support of desktop and laptop computers, classroom technology, applications, and related technology. This position requires in‑person presence to interact with students, employees and the college community. Essential Job Functions 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 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 and escalate 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 or other staff. Troubleshoot Windows and Mac application software and operating systems 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/maintain printers for staff, faculty, and classrooms with guidance from supervisor or other staff. Setup/configure employee cell phones as requested with guidance from supervisor or other staff. Adhere to all College policies and procedures. Perform other duties as assigned. Minimum Requirements High School Diploma required; Associate’s Degree preferred. Knowledge, Skills and Abilities 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 preferred. Strong troubleshooting skills. Good communication skills. Strong customer service orientation. Scheduling Requirements The schedule may vary but is anticipated to be 24 hours a week from 7:30 am – 2:00 pm. Physical Demands 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 Work environment involves everyday risks or discomforts which require normal safety precautions typical of an office or meeting and training rooms. The position involves using office equipment, avoiding trips and falls, and observing fire and building safety regulations. Travel between the main campus in North East, MD, the additional location in Elkton, MD, and all instructional sites is required. General Benefits Cecil College offers part‑time employees a range of benefits, including accrual of sick and safe leave (1 hour of sick and safe leave accrued for every 30 hours worked); the 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, library, and tuition waiver based on eligibility guidelines. The salary for this position is $16.00 /hr. Additional Information Based upon the budgeted hours of a position, contribution to the Maryland State Retirement Pension System may be required. Equal Opportunity Employer 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. #J-18808-Ljbffr Cecil College