IT Tech Support Specialist I
About Baltimore City Community College
Founded in 1947, Baltimore City Community College (BCCC) is a comprehensive, urban institution accredited by the Middle States Commission on Higher Education. The College's campus is located in West Baltimore; the institution also has several satellite locations throughout the city. With its broad range of degree and certificate programs, affordable tuition, and extensive outreach, BCCC offers educational opportunities to the citizens of Baltimore City and throughout the state of Maryland. BCCC serves nearly 14,000* students annually, providing credits that transfer to four-year colleges and universities as well as workforce training leading directly to job placement. The College is proud of the fact that nearly 90** nations are represented within the student body.
* Based on annual unduplicated credit and non-credit headcount for FY 2018.
**Based on fall 2018 credit enrollment.
Requisition Number: 2018-176
Posting Start Date: 12/6/2018
Minimum Education: Associates
Additional Documentation: Transcripts Required (upload as other)
Compensation: 20.00 p/h
IT Tech Support Specialist I
Overview of position: Summary of the position's responsibilities:
- Assist with entering and tracking helpdesk tickets in the system.
- Respond to clients requests for service in a timely manner, research issues and resolve each interaction with
- customer satisfaction.
- Enter solutions for all service tickets into the helpdesk software application for inclusion in the knowledge base.
- Create and deploy desktop and laptop images and setup and configure for each user.
- Install/modify computer workstations' hardware and software, including connecting hardware to the network, installing software, transferring data and testing.
- Perform routine upgrades on computer workstations, software, and associated peripherals.
- Coordinate hardware and software repairs with vendors, as needed.
- Assist users with more difficult and time-consuming problems with various types of technology hardware, computer system procedures, computer software, and telecommunication equipment.
- An Associate Degree in information technology-related discipline or a minimum of 5 years of experience working in a helpdesk environment;
- Excellent communications oral and written;
- Five (5) years advanced computer skills;
- Five (5) years network knowledge and experience with IP Addressing, Active Directory, DNS, DHCP, HTTPS, SFTP, TCPIP, and Permissions;
- Five (5) years of experience using software applications, such as Remote Desktop, Windows Operating Systems, Helpdesk Software, Microsoft Office Suite with exceptional skills in Excel and PowerPoint; Computer and Network utilities and tools, Internet, Malware, Anti-Virus, Desktop Imaging Software, etc.;
- Five (5) years of Sys Prep experience and image creation and deployment
- A Bachelor's degree in any information technology-related discipline;
- 10 years' experience working as in the capacity of Helpdesk Tier II or Tier III;
- Image creation and deployment for desktops and laptops
- Eight (8) years using Sys Prep knowledge and experience to create standardized images;
- Remote Control Applications;
- Network knowledge and experience with IP Addressing, Active Directory, DNS, DHCP, HTTPS, SFTP, TCPIP, and Permissions;
- Mobile Management
- Hardware Encryption
- Virtual Desktop setup and configuration;
- Mac OS knowledge, experience, troubleshooting, and configuration on networks;
- WSUS and patch management experience;
- ITIL knowledge and experience;
- Time Management and Data Reporting;
BCCC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, protected veteran status, genetic information, or any other basis protected by law.
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. Applicants needing accommodation for any part of the application and/or hiring process should request the accommodation from The Office of Human Resources office by contacting us at [email protected]
For more information, view the EEO is the Law Poster and Pay Transparency Statement.