IT Coordinator, Service Desk Analyst, Level 2
The Service Desk IT Coordinator will provide direct level-2 end-user assistance to the customers of the Division of IT Service Desk at McKeldin Library (Terrapin Tech). Terrapin Tech provides walk-in IT support to the faculty, staff, and students of the University. Support includes assistance with the Windows, Apple, and GNU/Linux operating systems, mobile devices, standard productivity applications, the Internet, networking, and a wide range of University academic and administrative applications. Support also includes full diagnosis, analysis and repair of hardware and operating system failures.
Service Desk IT Coordinators 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.
EDUCATION & EXPERIENCE
Bachelor’s degree from an accredited college or university; or an equivalent combination of education and experience.
0-1 years experience performing IT technical support work.
Experience can be substituted for education on a year for year basis, i.e., 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.
Apple Certified Mac Technician (ACMT)
Excellent time management skills
Experience with a Lenovo or Dell ASP preferred.
Apple Support certification is a plus.
Microsoft Certified Solutions Expert (MCSE), or Cisco Certified Network Associate (CCNA) certification is a plus.
Physical demands: this position requires the ability to lift computer equipment, stand for long periods of time, occasionally travel across campus to different locations and to operate a motor vehicle
Best Consideration Date: 08/02/2018
Please, apply at: https://ejobs.umd.edu/postings/61839