IT Service Desk Support Technician

About the role

Cecil College is an educational institution founded in 1968 that serves the educational needs of Cecil County residents. The College is governed by a Board of Trustees and is centrally located in Maryland's northeastern region, near major cities like Philadelphia and Baltimore.

Responsibilities

• Answer incoming calls from students, staff, and faculty needing IT support, either providing direct assistance or routing the issue to the appropriate IT staff.
• Log and document all service requests and issues in the Service Desk tool.
• Troubleshoot and resolve low to medium complexity issues under supervision and guidance from other IT staff.
• Research questions using available information resources.
• Work collaboratively with other IT staff to handle requests and issues efficiently.
• Identify and escalate urgent situations to the appropriate IT staff.
• Pass along requests to the appropriate IT staff as needed.
• Create documentation where necessary.
• Install, configure, deploy, and maintain laptop/desktop computers, peripheral equipment, and software with guidance from supervisors and other staff.
• Troubleshoot Windows and Mac application software and operating systems to diagnose and resolve problems.
• Utilize remote support software to resolve technical issues promptly.
• Assist with IT inventory management.
• Set up and configure printers for staff, faculty, and classrooms.
• Set up and configure employee cell phones as requested.
• Adhere to all College policies and procedures.
• Perform other duties as assigned.

Requirements

• A high school diploma is required; an associates degree is preferred.
• Experience with Windows and Mac computers.
• Prior working knowledge of Microsoft products.
• Technical knowledge of computer and networking hardware.
• Basic understanding of applications, including MS Office products.
• Preferred A+ Certification.
• Strong troubleshooting skills.
• Good communication and customer service skills.

Skills

• Experience with Windows and Mac computers.
• Prior working knowledge of Microsoft products.
• Technical knowledge of computer and networking hardware.
• Basic understanding of applications, including MS Office products.
• Strong troubleshooting skills.
• Good communication and customer service skills.

Benefits

• Accrual of sick and safe leave (1 hour of sick and safe leave per 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.
• Tuition waiver based on eligibility guidelines.

Pay

The salary for this position is $16.00/hr.

Schedule

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