Desktop Support Technician

Anne Arundel Community College

Arnold, MD

ID: 7063813
Posted: February 18, 2020
Application Deadline: Open Until Filled

Job Description

Position Summary:
The Desktop Support Technician’s role is to ensure proper desktop functionality so that customers can accomplish college operations. The Desktop Support Technician provides basic support for desktops and workstations, mobile devices and audio visual equipment.

Major responsibilities include, but are not limited to: troubleshooting and resolving issues, formatting and configuring laptop/desktop computers and mobile devices, delivering and setting up of equipment, and performing basic installation and software upgrades.

Job Duties and Responsibilities:
Works to configure, deploy and maintain computer workstations, laptops, printers, mobile devices, and other computer equipment.
Installs and supports PCs, laptops, tablets, mobile hardware and software.
Collaborates with technology staff as necessary to resolve problems and/or contact hardware and software vendors to report and resolve problems.

Proactively manages respective ticket queues to ensure service level agreements (SLA) and communication commitments are met or exceeded.

Assists in projects including, but not limited to: office moves and new employee configurations.
Assists in performing requirements analysis and performing site surveys under direction of supervisor or project manager.
Participates in the testing and rollout of new applications and hardware.

Works to enhance technical knowledge and strives to stay current with client-based technology.
Provides recommendations and feedback to management regarding enhancements to standards, procedures and checklists.
Assists temporary and work-study employees in daily activities by providing guidance and training as well as handling escalated problems.

Assists the Audio Visual (AV) Technology team by providing basic support services as well as utilizing procedures to perform preventive maintenance in classrooms and conference rooms, when necessary.

Required Qualifications:
High school diploma or GED required

Minimum of 6 months experience troubleshooting desktop hardware and software issues required

Excellent oral, written and interpersonal communication skills, including a demonstrated ability to provide clear, concise directions and guidance and a demonstrated commitment to providing excellent customer service in a prompt, cooperative and friendly manner.

Demonstrates knowledge in one or more of the following current technologies: Windows OS, iOS, MS Office/Exchange/Office 365, PC, MAC, Mobile Devices, Printers, Audio Visual Equipment.

Ability to deal tactfully and communicate effectively with administrators, faculty, staff and the public.

The work requires moderate physical exertion with long periods of standing, repetitively lifting lightweight objects with frequent bending or stooping. Work also involves the recurring lifting of moderately heavy items (under 50 pounds). Occasionally the work may include lifting heavy items (over 50 pounds). Job requires average agility and dexterity.

Employee may be occasionally exposed to objectionable conditions or variations such as those found in variable weather conditions or light industrial settings.

Preferred Qualifications:
Current certification in A+, Network+, MTA or other related field.

Associate's degree in Computer Information Systems, Computer Science, Networking/Cyber Security, or related field.

Experience using IT Service Management Tools and Cisco IP ACD.


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