IT Specialist I/ Helpdesk - Baltimore City Community College

Description/Job Summary

Overview:

Baltimore City Community College is constantly blending the use of information technology into the everyday functions throughout the College. Therefore, the Client Services Group is committed to meeting our clients' needs and fulfilling the mission of the College.

As a member of the Client Services Group, this position provides intermediate level technical assistance and support of audio/visual needs in accordance with current trends and innovations in technology as well as BCCC's policies and procedures. IT Specialist I Helpdesk responds to, coordinates and resolves IT Helpdesk problem calls for campus, administrative, and off-campus instructional technology equipment. Employees provide font-line computer support consistent with current trends and innovative technology as well as BCCC's policies and procedures. Employees may troubleshoot equipment problems, resolve and/or recommend further action. Provide support/user assistance with computer equipment/software, as well as instructional support including laptop computers with college supported software and computer projection devices. Employees may be assigned to the Student Lab or assist in other areas of the college providing helpdesk support.

Responsibilities/Duties

Essential Functions:

• Respond to clients' telephone calls and email requests for service in a timely manner, researching issues and resolving each interaction with customer satisfaction.
• Troubleshooting and managing relatively simple hardware, software or network problems. Answer helpdesk calls and provide desktop support over the phone and in-person.
• Provide clients with appropriate forms to complete service-related requests for compliance regulations. Enter, assign, and track helpdesk tickets in the system.
• Perform routine upgrades on computer workstations, software and associated peripherals. Coordinate hardware and software repairs with vendors, as needed.
• Attends software training classes and participates in delivery of training as required to maintain current knowledge of administrative software. Enter solutions for all service tickets into the helpdesk software application for inclusion in the knowledgebase.
• Install/modify/upgrade/troubleshoot computer workstations' hardware and software, including connecting hardware to the network, installing software, transferring data and testing.
• Help maintain accurate hardware and software inventories.
• Provide feedback to management on ways to increase efficiency, reduce costs, and improve services. Setup and troubleshoot mobile devices such as smartphones, tablets, etc.
• Work as a team player and display a positive attitude, especially when communicating with clients. Create Helpdesk reports weekly and monthly.
• Identify, research, and resolve IT technical problems. Assist Tier II to setup and configure computers.
• Assist Audio/Visual Specialist by delivering smart stations to classrooms. Troubleshoot remote access issues.
• Track IT inventory.
• Perform related duties as assigned.

Preferred Skills

Required Knowledge, Skills and Abilities:

• Knowledge of the principles and methods of exceptional customer service.
• Proficiency in Microsoft Outlook, Word, Excel, PowerPoint, Access; Microsoft Edge; Micro soft Chrome, Acrobat; and other Microsoft Office applications such as MS Project, MS Visio, etc.
• Knowledge of PC and Mac desktop hardware and software Knowledge of Windows 10 and Windows 11 Operating Systems Ability to add network printers, scanners, copiers, etc.
• Knowledge of networking technologies and protocols: Active Directory, DNS, DHCP, HTTPS, SFTP, and TCP/IP. Ability to deploy software through the SMS or SCCM utilities.
• Knowledge of WSUS and patch management.
• Knowledge of data encryption, laptop encryption and tracking software, etc. Ability to create images using a utility such as Acronis, Ghost, etc.
• Knowledge and experience using wireless devices, mobile devices and securing them on networks. Knowledge of VPN client configuration.

Position-Specific Requirements:

• This position requires a background check.
• The position may encounter sensitive information. As such confidentiality and integrity are essential to ensuring that employees and students have access only to systems and information required to perform successfully.
• This position may be assigned duties which require the operation of a motor vehicle. If assigned such duties, the position will be required to possess a motor vehicle operator's license valid in the State of Maryland.

Work Environment:

This position typically works indoors in a standard IT environment, generally free from hazardous or unpleasant physical conditions. Work involves minimal risk and observance of safety precautions typical of modern office settings. The work environment is highly diverse and demands a high level of cultural competence in interpersonal communications and interactions. The position requires local travel in order to perform duties at all of the College's campuses. Work hours will be staggered to accommodate onsite support from 7:00 a.m. to 7:00 p.m. Additionally, as operational needs dictate, some late evenings and weekend hours are required.

Physical Demands:

The work entails sitting, standing, walking, bending, stooping, reaching, and lifting to 50 lbs. Work requires eye-hand coordination, manual dexterity, near vision acuity, and the ability to see and read printed material and computer screens. Duties involve oral, written, electronic and telephonic communication; typing; and lifting and transporting supplies/materials. The position is regularly required to handle mobile phone and telephone equipment. Duties involving travel require the operation of a motor vehicle.

Required Qualifications

• Associate's degree in an information technology related discipline
• 3 years in the information technology field or experience working on a helpdesk environment. Certification and or training and experience in at least 2 of the following:
  • MCITP -Microsoft Certified IT Professional (for Win 10) MCDST -Microsoft Certified Desktop Support Technician Comp TIA A+ or Comp TIA Network+
  • SCCM experience inclusive of OS Deployment and Application installation SharePoint

Preferred Qualifications

• Bachelor's degree in an information technology related discipline
• 5 years in the information technology field or experience working on a helpdesk Desktop Image Creation and Deployment
• Remote Control Applications
• Network knowledge and experience with IP Addressing, Domains, Work Groups, Active Directory, and Permissions Virtual Desktop Imaging & Deployment
• Mobile Management Hardware Encryption