IT Specialist I/Helpdesk Technician

4 weeks ago

Baltimore, Maryland, United States Baltimore City Community College Full time
Job Summary

Baltimore City Community College is committed to delivering exceptional IT services to its clients. As a member of the Client Services Group, this position provides intermediate-level technical assistance and support for audio/visual needs, ensuring seamless integration of technology into the College's operations.

Key Responsibilities
  • Respond to clients' requests for service in a timely manner, researching issues and resolving each interaction with customer satisfaction.
  • Troubleshoot and manage relatively simple hardware, software, or network problems, providing desktop support over the phone and in-person.
  • Provide clients with necessary forms to complete service-related requests, enter, assign, and track helpdesk tickets in the system.
  • Perform routine upgrades on computer workstations, software, and associated peripherals, coordinating hardware and software repairs with vendors as needed.
  • Attend software training classes and participate in delivery of training to maintain current knowledge of administrative software, entering solutions for all service tickets into the helpdesk software application for inclusion in the knowledgebase.
  • Install, modify, upgrade, and troubleshoot computer workstations' hardware and software, including connecting hardware to the network, installing software, transferring data, and testing.
  • Help maintain accurate hardware and software inventories.
  • Provide feedback to management on ways to increase efficiency, reduce costs, and improve services, setting up and troubleshooting mobile devices such as smartphones and tablets.
  • Work as a team player and display a positive attitude, especially when communicating with clients, creating helpdesk reports weekly and monthly.
  • Identify, research, and resolve IT technical problems, assisting Tier II in setting up and configuring computers.
  • Assist the Audio/Visual Specialist by delivering smart stations to classrooms, troubleshooting remote access issues.
  • Track IT inventory.
  • Perform related duties as assigned.
Requirements
  • Associate's degree in an information technology-related discipline.
  • 3 years in the information technology field or experience working on a helpdesk environment.
Preferred Qualifications
  • Bachelor's degree in an information technology-related discipline.
  • 5 years in the information technology field or experience working on a helpdesk Desktop Image Creation and Deployment.
  • Remote Control Applications.
  • Network knowledge and experience with IP Addressing, Domains, Work Groups, Active Directory, and Permissions.
  • Virtual Desktop Imaging & Deployment.
  • Mobile Management Hardware Encryption.

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