IT Coordinator, Service Desk Analyst, Level 2
Position #: 111364

Service Desk IT Coordinators provide direct level 2 end-user assistance to the customers of the Division of IT Service Desk. The Service Desk provides IT support to the faculty, staff, and students of the University, including assistance with the Windows, Apple, and Linux operating systems, standard productivity applications, the Internet, networking, and a wide range of University academic and administrative applications. Support is provided over the telephone, on a walk-in basis, by remote control and live chat and via email. Service Desk Level 2 Analysts are responsible for all aspects of the customer relationship and strive for excellence in the customer experience. IT Coordinators coach student employees, keep abreast of the latest support and technology trends, research and resolve difficult technology support requests, produce user documentation and review, refine and improve support processes and procedures.

Minimum qualifications

Education: Bachelor’s degree from an accredited college or university.

Experience: 

• 0-1 years experience performing IT technical support work.
• Experience can be substituted for education on a year for year basis, i.e., and additional 4 years experience is equivalent to a Bachelor’s Degree.

Knowledge, Skills, and Abilities:

• Knowledge of at least two major computing platforms supported (Windows, Apple, Linux, iOS, Android).
• Strong writing and verbal communication skills.
• Strong customer service skills.
• Effective problem-solving skills.
• Ability to work concurrently on multiple projects, adjust to occasional changes in priorities, and respond quickly and effectively in emergency situations.
• Ability to instruct, direct, assist, guide, and share information with both technical and non-technical personnel alike.
• Excellent time management skills.

Preferences:

● CompTIA A+

● ITIL certification

● Help Desk Institute Customer Service Representative (HDI-CSR)

Additional certifications:

Microsoft Certified Solutions Expert (MCSE), Apple Certified Mac Technician (ACMT), or Cisco Certified Network Associate (CCNA) certification is a plus.

 Additional information: 

Benefits Included:

• Medical, [uhr.umd.edu] dental [uhr.umd.edu], and vision  [uhr.umd.edu]coverage designed to help you and your family live a healthy lifestyle.
• Flexible work opportunities
• UMCP Tuition Remission [uhr.umd.edu] for employees, and their dependents to grow and achieve greatness.
• Generous paid time off package [uhr.umd.edu] to address work/life balance and maintain well-being.
• Retirement Benefits [uhr.umd.edu] created to aid employees in reaching future retirement goals.
• And many more… [uhr.umd.edu]

Salary range high $40,000s-low $60,000s

**This position does not provide sponsorship for Visas.

Physical demands: 

This position requires the ability to lift computer equipment, and occasionally travel across campus to different locations.

Best consideration date: 03/22/2023 or open until filled

Please apply at: https://ejobs.umd.edu/postings/104954 

Background Check: Offers of employment are contingent on completion of a background check. Information reported by the background check will not automatically disqualify you from employment.

EOE/AA