IT Support Assistant

: Job Summary

Towson University (TU) is one of the nation's top 100 public universities. Located north of Baltimore, TU currently enrolls more than 19,000 students and is the second-largest university in the prestigious University System of Maryland. Towson University values diversity and fosters a climate that is grounded in respect and inclusion to cultivate the intellectual and personal growth of the entire university community.

The IT Support Assistant will provide support to assist with routine operations and problem resolution of computing and/or communications functions. The IT Support Assistant performs work in technical support areas, applications maintenance, operations, help desk, and similar environments, as well as in the field where equipment may be located.

Responsibilities and Duties

• Aids with Parking, Transportation, & Postal Services operational hardware & software, makes entry level adjustments to, and help install & configure equipment such as: computing devices of all types, including PCs, microcomputers, laptops, scanners, printers, etc.; communication technology, including telephones and equipment; and computer peripherals and related equipment, including equipment to support multimedia applications (video, audio, and conferencing).
• Performs routine system operations and administration such as monitoring software & hardware system activities and updating appropriate logs for a parking management system, license plate recognition system (LPR), LCD displays, shuttle AVL/GPS equipment; key access equipment; radios, garage counter system, gate system, shuttle camera system, pay stations, pay by phone app, etc.
• Operate a computer and cloud-based systems in performing work, including problem logs and help desk systems.
• Assists IT Hardware & Software Specialist with data storage operations. Transfers data from one medium/format to another. Performs routine backup and recovery tasks.
• As directed, makes minor adjustments, and implements routine technical updates to hardware and software (including networks, operating systems, applications software, etc.).
• Maintain records, such as inventory records and records of assignments and use of technical equipment.
• Provide initial troubleshooting and problem-solving for Parking, Transportation, & Postal Services.
• Communicate with technology and non-technical staff to understand the details of IT work orders and the nature of the issues.
• Assists with testing software, hardware, and other peripherals to check their capacity and capability to perform as specified to not negatively impact the operation and customers and report findings.
• Informs IT Hardware & Software Specialist or designee regarding software and hardware repairs. Document findings and actions are taken in appropriate logs/software systems. Follow up to ensure issues have been resolved.
• Perform simple repairs such as replacing PCs, peripherals, and communication equipment and/or component parts (e.g., boards, cards, monitors, cables, etc.) and tuning/adjusting components to correct malfunctions.
• Aids with the orientation and training of new staff members in Parking, Transportation, & Postal Services for software and/or hardware training (where applicable).
• Other duties as assigned: provide administrative support to include, but are not limited to answering phones during peak times and/or as needed upon direction. Help with major department-related events as support staff.

Qualifications and Skills

• High School Diploma or equivalent.
• One year of related experience.

Except for qualifications established by law, additional related experience and formal education in which one has gained the knowledge, skills, and abilities required for full performance of the work of the job class may be substituted for the education or experience requirement on a year-for-year basis with 30 college credits being equivalent to one year of experience. Salary and Benefits $49,619 annually and full University benefits that include annual leave, up to 15 holidays, personal and sick days; excellent health, life, and retirement plans; and tuition remission. Applicants with TU or USM service may receive salary credit.