Service Desk Technician (Re-advertised)

Prince George's Community College - Largo, MD4.2

Full-time$44,000 - $48,000 a year
Provides IT first level intake, assessment, research, documentation, knowledge base, remote resolution, and problem escalation for College supported technical products and services including access, networks, business systems, academic applications, hardware, software, and online technical issues. Respond to service requests via various communication channels: IT Service Management (ITSM) system, walk-in service center, email, and a large volume of telephone calls.

Minimum Qualifications
High school diploma or equivalent.
Four to five years of related experience or required course work/certification and or specialized skills/training directly related to disseminating technical advice/training in the area of Computer Science or Information Systems. Or a combination of relevant higher education and experience.
CRITERIA: The following criteria, which are not the sole criteria used in the final hiring decision, will be used to review the applications of those persons who meet the stated minimum qualifications and to select those qualified applicants who will be interviewed. Other information and observations made during the interview process may be considered in the selection process. Resume/CV and cover letter are required with the application. Please ensure that your documents address the criteria listed below for this position.

Provides initial support problems with Active Directory, Novell, and Windows. Resolves problems with Microsoft Office 2003 and 2007, AutoCAD, PLATO, EDUCO, and other educational software.
Provides initial support in the resolution of problems with Colleague, network, and local printer problems.
Reviews and recommends modifications to procedures with Service Desk Manager.
Gathers and inputs data for regular reports distributed by Service Desk for VP, Directors, and Manager’s meetings.
Provides initial contact and problem resolution not requiring on site support for all users with hardware, software, applications, telephone, and audio visual. Smart Technologies and network connectivity problems.
Uses available tools and follow procedures and policies for the handling of support cases.
Plays important role in creating, discovering and maintaining documentation of technical call resolution procedures and protocols.
Utilizes customer service skills.
Obtains and conveys concise problem information for external and internal service personnel.
Provides accurate and timely logging of problems and resolution for problems using Service Desk call management database.
Updates and inputs accurate user contact information in college email and Service desk database.
Resets user passwords, troubleshoots login and network printing issues.
Gathers appropriate information to be provided to network team in order to whitelist email address and provide remote access to other approved Websites.
Provides instructions from the Service Desk for users with the use of MS Office 2003 and 2007, Datatel products, Blackboard, Outlook (email system), Smart Technologies, VISIO, Photoshop, LogNet, printing, and all other college supported applications and hardware.
Obtains required information to provide to network team and security team from managers and directors requesting VPN’s, increased server space, account creation, and other network services.
Assists network team in resolving connectivity issues for intranet, network and Internet issues by providing accurate and appropriate information.
Works with staff member to promote a team environment.
Recommends and implements changes in work processes, standards and procedures to improved quality of service and efficiency of technology services.
Contributes effectively to a positive work environment that demonstrates and supports a learning centered environment
Assist in collecting data that measures TSS performance and quality of service to improve TSS work process.
Contributes to a team approach in the conduct of daily operations within Technology Support Services.
Reinforces and maintains high ethical standards of conduct and procedures to assist in ensuring the security of the college’s technology assets and data.
Demonstrates initiative and attends meetings as required.
Performs related work as required.
Job Requirements
Must be available to work Monday – Friday, 9:30 a.m. to 5:30 p.m. Work schedule subject to change based on the needs of the department.
Ability to communicate effectively in spoken and written standard English.
As required by the 1986 Immigration Act, be prepared to present acceptable documentation showing your identity and that you are a U.S. citizen or an alien who is authorized to work.
A fingerprint supported background investigation will be conducted prior to offer of employment. A signed authorization for release of personal information will be required if selected for an interview.
Is Background Check Required? Yes