What are the responsibilities and job description for the Desktop Support Technician position at Bowie State University?
Posting Details
Job Specification Information
Job Posting Number
S395NE
Position Title
Desktop Support Technician
Class Title
Staff
Regular or Contingent II
Regular (PIN)
Desired Start Date
FLSA
Non-Exempt
Grade/Range
$85,000 - $90,000
Open Date
05/30/2024
Close Date
06/13/2024
Open Until Filled
No
Duties and Responsibilities
- Provides technical support for end-user devices (laptops, printers, tablets, mobile devices) and peripherals, software, network printers, etc.)
- Schedules and coordinates customer desk-side support for the installation of new software or to perform hardware or software break/fix activities.
- Set up and configure new end-user equipment, including desktops, laptops, mobile devices, printers, VoIP phones, and other peripherals.
- Stages newly purchased Apple devices, including initial setup, system, and application software installation, user data migration, and basic instruction of users as needed.
- Documents all changes in the ticketing system to ensure all asset and configuration information is up to date.
- Investigate and resolve all connectivity issues related to end-users as well as site infrastructure IT equipment.
- Proactively ensure the highest levels of systems and infrastructure availability
- Ensures that hardware and software systems are functioning properly and that operation standards are met.
- Maintain communications with customers during the problem-resolution process.
- Ability to communicate effectively with all levels of the business, including peers, technical management, and external vendors.
- Resolves problems with desktop hardware and standard software applications, including computers, monitors, and peripherals.
- Assist with projects and tasks outside of day-to-day responsibilities.
- Routinely contributes to IT documentation and Knowledge Base
- Record, track, and escalate cases.
- Software installation and troubleshooting
- Performs preventive and scheduled maintenance to the classroom and instructional computers, faculty, and staff computers.
- Other duties as assigned.
Minimum Qualifications
These are the job duties for required of the position
Education
Bachelor’s degree in information technology, Information Systems, Computer Science, or another relevant degree preferred.
Experience
- Minimum of two (2) years working in Tier II support
- A or Net , Apple/Mac Certifications, or JAMF Certs are preferred.
Knowledge Skills and Abilities
- Expertise with Windows OS, macOS, iOS, JAMF, Microsoft Office, and Adobe Creative Suite.
- Knowledge of Win 10, Office 365, Teams, Zoom
- Must also be able to work concurrently on multiple projects, adjust to occasional changes in priorities, and respond quickly and effectively in emergencies.
- Must be able to instruct, direct, guise, and share information with technical and non-technical personnel.
Conditions of Employment
Please be advised, COVID-19 vaccinations are strongly encouraged but not required for eligible faculty and staff employed by Bowie State University. This protocol may be subject to change
Other
The position is on-site; may qualify for some remote hours.
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, and life insurance, training and development, EAP; and as eligible generous leave package including sick/bereavement, annual, personal; and winter and spring breaks.
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, and life insurance, training and development, EAP; and as eligible generous leave package including sick/bereavement, annual, personal; and winter and spring breaks.
Posting Detail Information
Special Instructions to Applicant
Quick Link for Internal Postings
https://bowiestate.peopleadmin.com/postings/2888
Supplemental Questions
Required fields are indicated with an asterisk (*).
- * Do you have a bachelor's degree in Information Technology, Information Systems, or a related field?
- Yes
- No
- * Do you have A , Net or ITIL v3 Foundations certifications?
- Yes
- No
Applicant Documents
Required Documents
Optional Documents
- Resume
- Cover Letter/Letter of Application
- Letter of Reference 1
- Letter of Reference 2
- Letter of Reference 3
Salary : $54,854 - $72,645