IT Coordinator, Service Desk Analyst, Level 2

Location
College Park, Maryland
Posted
Jul 23, 2018
Closes
Aug 27, 2018
Ref
106420
Hours
Full Time

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.

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, 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.

Preferences

CompTIA A+
Apple Certified Mac Technician (ACMT)
Excellent time management skills
Experience with a Lenovo or Dell ASP preferred.

Additional Certifications

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

EOE/AA