Helpdesk IT Support Professional

3 weeks ago


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

We are seeking a highly skilled Helpdesk IT Support Professional to join our team at Baltimore City Community College. This role involves providing technical support and assistance to our staff and students, troubleshooting equipment problems, and providing frontline computer support.

The successful candidate will have a strong understanding of computer systems and software, excellent communication skills, and the ability to work independently in a fast-paced environment.

Key Responsibilities:

  • Respond to clients' telephone calls and email requests for service in a timely manner, researching issues and resolving each interaction with customer satisfaction.
  • Troubleshooting and managing relatively simple hardware, software, or network problems.
  • Answer helpdesk calls and provide desktop support over the phone and in-person.
  • Provide clients with appropriate forms to complete service-related requests for compliance regulations.
  • Enter, assign, and track helpdesk tickets in the system.
  • Perform routine upgrades on computer workstations, software, and associated peripherals.
  • Coordinate hardware and software repairs with vendors, as needed.
  • Attend software training classes and participate in delivery of training as required to maintain current knowledge of administrative software.
  • Install/modify/upgrade/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.
  • Setup and troubleshoot mobile devices such as smartphones, tablets, etc.
  • Work as a team player and display a positive attitude, especially when communicating with clients.
  • Create Helpdesk reports weekly and monthly.
  • Identify, research, and resolve IT technical problems.
  • Assist Tier II to setup and configure computers.
  • Assist Audio/Visual Specialist by delivering smart stations to classrooms.
  • Troubleshoot remote access issues.
  • Track IT inventory.
  • Perform related duties as assigned.

Estimated Salary: $60,000 per annum



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