IT Coordinator, Service Desk Analyst, Level 2

University of Maryland
College Park, MD
May 17, 2018
May 21, 2018
Analyst, IT
Full Time
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 UNIX 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 e-mail. 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 & EXPERIENCE: Bachelor's degree from an accredited college or university; or an equivalent combination of education and experience AND 0-1 years' experience performing IT technical support work. EQUIVALENCY: Experience can be substituted for education on a year for year basis, ie, 4 years experience/ education. 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. Able to work concurrently on multiple projects, adjust to occasional changes in priorities, and respond quickly and effectively in emergency situations. Able to instruct, direct, assist, guide, and share information with both technical and non-technical personnel alike. Preferences: Microsoft Certified Solutions Expert (MCSE), CompTIA A+, Cisco Certified Network Associate (CCNA) certification preferred. Additional Certifications: Google Certified Administrator CompTIA Network+ Apple Certified Support Professional (ACSP) Apple Certified Technical Coordinator (ACTC) Apple Certified Mac Technician (ACMT Physical demands: This position requires the ability to lift computer equipment, occasionally travel across campus to different locations and to operate a motor vehicle. Best Consideration Date: 05/25/2018 Please apply at: EEO/AA

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