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 Service Desk Analyst, Level 2 - College Park, Maryland, United States

   
Job information
Posted by: University of Maryland Division of Information Technology 
Hiring entity type: Other 
Work authorization: Existing work authorization required for United States
Position type: Direct Hire, Full-Time 
Compensation: ******
Benefits: See below
Relocation: Not specified 
Position functions: Computers - Other
 
Travel: Unspecified 
Accept candidates: from anywhere 
Languages: English - Fluent
 
Minimum education: See below 
Minimum years experience: See below 
Resumes accepted in: English
Cover letter: No cover letter requested
Job code: bAkZNQtP70QoCkAYKWXaoNj7ZDHUiT / Latpro-3822310 
Date posted: Sep-09-2021
State, Zip: Maryland, 20742

Description

Position title:   Service Desk Analyst, Level 2 
Position #: 111364
 
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.

Valid driver’s license.

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.
 

Additional information: this position does not provide sponsorship for visas.


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: 09/29 /2021 or open until filled
 

Please apply at: https://ejobs.umd.edu/postings/87021


Vaccine protocol:  the University of Maryland has made the safety of our students, faculty and staff, and our surrounding communities a top priority. As part of that commitment, the University System of Maryland (USM) recently announced that students, faculty, and staff on USM campuses this fall, including UMD, are required to be vaccinated against COVID. As a prospective and/or a new employee at UMD, you will be required to comply with the University’s vaccination protocol. Proof of full vaccination will be required before the start of employment in order to work at any University of Maryland location. Prospective or new employees may seek a medical or religious exemption to the vaccination requirement at return.umd.edu and must have an approved exemption prior to the start of their employment.


EOE/AA

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Requirements

None

 

University of Maryland Division of Information Technology requires you to fill in their on-line form which will open in a different window.

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Follow the application instructions in the Job Description.