IT Support Specialist

4 weeks ago

Baltimore, United States InsideHigherEd Full time
Responsibilities and Duties
  • Serve as an operational technology consultant and resource for clients with software or technology questions and problems.
  • Install, configure, service, and upgrade Windows, Macintosh, and mobile devices, computers and related peripheral technologies.
  • Install, upgrade, and troubleshoot software and hardware components.
  • Assist clients with technology selection and purchasing.
  • Analyze technology needs and make recommendations for modifications and upgrades.
  • Develop basic level of knowledge required for troubleshooting and support of discipline- or office-specific applications.
  • Assist with OTS projects as needed and create documentation for department operations and various product or service changes or new launches.
  • Assist with large orders, replacements, and upgrades.
  • Provide training or facilitate technology transfer with new staff, student employees, and departmental IT support staff.
  • Inform clients of best practices and how to avoid security risks, e.g. malware, viruses, data loss, etc.
  • Research, share, and implement appropriate preventative measures to ensure the health of technical devices and data.
  • Assist with dispatching as assigned.
  • Other duties as assigned or approved by the position's direct supervisor.


Qualifications and Skills
  • High School Diploma, or equivalent, and three years experience with the types of hardware and software to be supported, two years of which included user support, user training, and/or programming.
  • Position requires the ability to create positive interactions with clients and coworkers. To identify underlying customer needs and gain agreement with clients to meet and exceed client expectations. The position requires the ability to deal effectively with a variety of customer situations and to gain satisfied clients through better listening. To identify and adhere to problem escalation guidelines. To learn and help implement new and emerging technologies. Incumbent should be able to self-manage workload as well as manage time and multiple priorities. Knowledge of personal computers (PC and Macintosh), Windows Operating Systems, File Servers, Peripherals, Remote Management Tools, wired and wireless network connectivity, and Microsoft Office software. Basic audiovisual knowledge and the ability to provide basic troubleshooting.
  • A+, Microsoft, or other designations desirable
  • Except for qualifications established by law, additional related experience, and formal education in which one has gained the knowledge, skills, and abilities required for full performance of the work of the job class may be substituted for the education or experience requirement on a year-for-year basis with 30 college credits being equivalent to one year of experience.


Organization: Administration & Finance Division
Job Posting: May 8, 2024

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