Job Specification Information
Job Posting Number S420NEPosition TitleHelp Desk AnalystClass TitleStaffRegular or Contingent IIContingent II (more than 6 mos)Desired Start DateFLSANon-ExemptGrade/Range$40,000Open Date05/09/2024Close Date05/23/2024Open Until FilledNoDuties and Responsibilities
- Provide Tier Level I technical support via the phone, ticketing system, chat, and remote tools for students, faculty, and staff.
- Answer incoming calls and provide technical support via the phone and remote desktop support tool.
- Fulfilling service requests and resolving incidents.
- Monitor the ticketing system and chat for incoming technical issues or service requests, following through with the appropriate resolution to promptly solve the issues or escalate the ticket to the respective IT personnel.
- Troubleshoot hardware, including desktops, laptops, printers, monitors, and other desktop peripherals.
- Troubleshoot software including Win 11 and Win 10, MS Office, MS Teams, Office 365, Adobe, Zoom, etc., and specialized software.
- Read, understand, and follow the documentation and set up efficient and prompt ticket resolution procedures.
- Record, track, and document all actions taken on customer requests and the final resolution.
- Perform post-resolution follow-ups to help requests.
- Deploy or Replace desktop hardware and software in accordance with standards and procedures.
- Supports requests for desktop computer hardware and software installs.
Minimum Qualifications
These are the job duties for required of the position
Education
A High School Diploma or GED is required. Computer majors preferred.
HDI, ITIL, or A+ Certification is encouraged.
Experience
A minimum of two (2) years of experience working with networked computers or an equivalent combination of education and experience.
Knowledge Skills and Abilities
- Ability to diagnose and resolve end-user network or printer problems, hardware, operating system, and software-related problems, Internet, and local-area network access problems
- Knowledge of operating systems (Windows, macOS) preferred)
- Working knowledge of Win 10 and macOS
- Working knowledge supporting Microsoft Office 365, including Outlook, Word, Excel, and PowerPoint, along with prior experience in Visio, SharePoint, and Project. MS Teams and Zoom.
- Good troubleshooting skills Strong communication skills
- Strong customer service skills
- Effective problem-solving skills
- Effective written and verbal skills
- Must also be able to work concurrently on multiple projects, adjust to occasional changes in priorities, and respond quickly and effectively in emergency situations
- Must be able to instruct, direct, guise, and share information with technical and non-technical personnel.
- This position requires mid-level knowledge of hardware, software, local peripherals, and mobile devices in both a PC and MAC environment.
Conditions of Employment
This is a contractual position.
Please be advised, COVID-19 vaccinations are not required but encouraged for faculty and staff to be employed at Bowie State University. This protocol is subject to change.
Other
Non-Union Position.
Some Remote Hours are allowed after completing the probationary period.
Bowie State University offers an excellent benefits package! This includes tuition remission, including eligible dependents, choice of medical/vision plans, Carefirst BC/BS, United Health Care and Kaiser plans, dental, prescription, life insurance, and training and development.
