Job Description
JOB SUMMARY:
Coppin State University Information Technology Division (ITD) keeps Coppin at the cutting edge of 21st century technology. Coppin State University is a model urban, residential liberal arts university located in the northwest section of the City of Baltimore that provides academic programs in the arts and sciences, teacher education, nursing, graduate studies, and continuing education.

ESSENTIAL RESPONSIBILITIES:
Troubleshoot, support, and resolve client systems over the phone and in person.
Support client systems’ hardware and software including desktop, mobile devices, scanners, printers, and other peripherals.
Providing software and hardware troubleshooting, maintenance and support, installing software and hardware, installing and configuring OS based on the current IT policies.
Setting up and installing new client devices and peripherals to meet users’ expectations and configuring client devices for networks.
Accept his/her daily assignments using an Automated Help Desk system.
Install, configure, and troubleshoot client system’s network connections in a Windows 10 Enterprise.
PC deployment that includes lifting and carrying PCs and monitors weighing up to 20-lbs.
Troubleshoot, support, and resolve virtual desktops.
Working with other departments to resolve client issues.
Position reports to the Director of the Digital User Experience Team and will be required to perform other related duties as assigned.

Required Qualifications
EDUCATION:
Bachelor’s degree preferred in Information Technology, Computer Science or a closely related field.

EXPERIENCE:
Certification(s) in related Information Technology field.
3 years of help desk experience.
5 years of installing, configuring, and troubleshooting client systems software and hardware in a networked environment using Windows 10.
5 years of Microsoft Office experience.
3 years of experience in Microsoft 365 (Office 365) environment.
3 years of working in a routed network environment.
3 years of working in a wireless network environment.

KKNOWLEDGE, SKILLS, AND ABILITIES:
Ability to work under pressure and meet deadlines and due dates.
Excellent communication skills, both written and oral.
Ability to work in a team and collaborative environment.
Ability to be innovative and efficient in solving problems.
Ability to maintain and manage IT systems.
Knowledge of providing support to clients through remote desktop.
Knowledge of Microsoft 365 Admin Center.
Knowledge of applying patches, fixes, and updates to domain, hybrid, and Azure joined computers.
Knowledge of virtual desktops and applications.
Knowledge of using SCCM and InTune to manage mobile systems.
Knowledge of Ivanti (Heat) ticketing software is preferred.
Knowledge of anti-virus and malware software is preferred.
Knowledge of an enterprise-wide digital signage software suite is preferred.
Knowledge and troubleshooting of audio/visual technology in learning spaces is preferred.