IT Service Desk Support Technician

About Us

Founded in 1968 to meet the post-secondary and continuing education needs of Cecil County residents, Cecil College has been serving the community and shaping its future for more than 50 years. The College is governed by a Board of Trustees appointed by the governor. The College’s fifth president, Dr. Mary Way Bolt, reports directly to the Board of Trustees.

Cecil College is centrally located in Maryland’s most northeastern county, just one half mile from Interstate 95. It is easily accessible from Philadelphia and Baltimore, as well as from Wilmington, Delaware.

With a diverse student population, Cecil College enrolls approximately 2,500 credit students and 3,400 non-credit students. Cecil offers associate degrees, certificate programs and non-credit classes. Cecil offers a variety of associate degree and certificate programs.

Through its open admissions policy, Cecil College provides learning opportunities for all who have the desire and ability to benefit from its courses and programs, regardless of age, gender, ethnic origin, sexual orientation, disability, or socioeconomic status.

Employees of Cecil College, including instructors for online and virtual courses, must be residents of Maryland or the contiguous states of Delaware, Pennsylvania, Virginia, West Virginia, or the District of Columbia.

Applicants must be currently authorized to work in the US, as the College does not offer Visa sponsorships.

General Responsibilities

Assist students, staff, and faculty of Cecil College with technical support of desktop computers, applications, and related technology.

Given the need of interaction with students, employees and college community, this position requires in-person presence.

Essential Duties

• Answer incoming phone calls and emails from faculty, staff and students who need IT technical support either assist them directly or work with IT staff to move the issue or request to someone else who can help.
• Log and document all service requests and issues in a timely manner in the Service Desk tool.
• Troubleshoot and resolve low to medium complexity issues with guidance from supervisor and or other IT staff.
• Research questions using available information resources
• Work in tandem with other IT staff to ensure requests and issues are handled quickly and efficiently
• Identify and escalate situations requiring urgent attention
• Escalate issues to the appropriate IT staff as needed in a timely manner.
• Pass along requests to the appropriate IT staff as needed in a timely manner.
• Create documentation where documentation is absent
• Assist with installation, configuration, deployment and ongoing usability of laptop/desktop computers, peripheral equipment and software with guidance from guidance from supervisor and or other staff.
• Troubleshoot Windows & Mac application software and operating systems in order to diagnose and resolve problems
• Utilize remote support software as a tool in resolving technical issues in a timely manner
• Assist with IT Inventory as needed
• Setup/configure/maintain printers for staff, faculty, and classrooms with guidance from guidance from supervisor and or other staff.
• Setup/configure employee cell phones as requested with guidance from guidance from supervisor and or other staff.
• Adhere to all College policies and procedures
• Perform other duties as assigned
  
  

Requirements

• High School Diploma required; associates degree preferred.
• Experience with Windows and Mac computers
• Prior working knowledge of Microsoft products
• Technical knowledge of computer and networking hardware
• General knowledge of applications, including MS Office products
• Basic Canvas knowledge preferred
• A Certification is preferred
• Strong troubleshooting skills
• Good communication skills
• Strong Customer service
  
  

Scheduling

Ability to work a varied schedule during critical periods including evenings, Saturdays and Sundays.

The Schedule Is Anticipated To Be

Monday, Tuesday and Wednesday 7:30 am to 2 pm – onsite North East Location

Salary: $15.82 - $16.00

Physical Demands

Ability to lift and move up to a maximum of 50 lbs. The physical activity of this position includes, but is not limited to: climbing, walking, stooping, kneeling, crouching, reaching, standing, pulling, lifting, grasping, twisting and sitting.

Work Environment

Work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as office or meeting and training rooms, e.g., use of safe work place practices with office equipment, avoidance of trips and falls, and observance of fire and building safety regulations, and traffic signals when driving.

This position supports information technology at Cecil College’s main campus in North East, MD, and the additional location in Elkton, MD and all additional instructional sites. Travel between these locations is required.

Based upon the budgeted hours of a position, contribution to the Maryland State Retirement Pension System may be required.

• We are committed to ensuring equal opportunity and non-discrimination in all hiring and employment practices. Cecil College will not discriminate against any individual by reason of race, color, national origin, ancestry, age, religion, disability, sex, sexual orientation, gender identity and expression, genetic status, genetic information, veteran status or any other status protected by federal, state or local law.