Desktop Support Specialist

The Desktop Support Specialist is responsible for maintaining user uptime and improving their computing experiences through proactive remote monitoring, maintenance, and problem identification and resolution. He or she will be knowledgeable of all technologies and expected to contribute to new product features and testing. You are expected to troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion and provide in-person, hands-on assistance at the desktop level. The Desktop Support Specialist will report directly to the Sr. manager of operations and will serve as a conduit to provide feedback from team members to leadership. He or she will work with leadership and collaborate on key objectives for the team.

Duties and Responsibilities:

• Provide on-site desktop support services for preventative, predictive, and remedial hardware/software maintenance on technology assets following Standard Operating Procedures (SOP's).

• Diagnose and troubleshoot application incidents and problems escalated from the Service Desk or end-users.

• Ensure proper documentation and use of the ticketing system.

• Supports a wide range of IT services including but not limited to: PC, MAC, mobile devices, VPN/RSA token, Video Conference, software and basic network support.

• Demonstrates relationship building, effective communication skills with team members and third parties in the process of resolving incidents / service requests, knowledge transfer resulting in efficient and effective incident management.

• Contributes to hardware, software, services enhancements by identifying when established procedures are not working and if there are gaps in processes and makes recommendations for improvements

• Develops and edits customer and technical support knowledge base documentation

• Keep peers and managers informed of significant problems and unexpected delays.

• Produces routine reports on trends in problem calls to prevent future problems.

• Ability to resolve Tier 2 hardware, software, application, and networking problems.

Skills:

• Excellent customer service, interpersonal skills, time management, and problem-solving skills.

• Excellent understanding of computer hardware, operating system functions, and components. Must be familiar with multiple makes/models of desktops and laptops and be able to troubleshoot and escalate as appropriate

• Mac OS X and Windows troubleshooting and configuration skills

• Mobile and tablet device troubleshooting and configuration skills (iOS and Android)

• Knowledge of Network Essentials, Intune and Microsoft 365, VoIP systems, and basic AV skills.

• A broad range of technology experience (Servers, Desktops, printers, Security, Cloud Services, Networking Equipment, etc.)

• Experience working in a high-paced service desk/help desk environment

• Experience with asset management and project management

Education & Experience Requirements:

Experience:

• 3+ years in Information Systems in area of managed specialty (infrastructure, applications, operations, development)

• 1+ years of field support experience

Preferred Experience Requirements:

Education:

• Bachelor’s Degree

All submissions should include a cover letter and resume.

The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions.

Workplace Accommodations:

The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination. For information about UMGC’s Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at employee-accommodations@umgc.edu. 

Benefits Package Highlights:

• Generous Time Off: Enjoy 22 days of paid vacation, 15 days of sick leave, 3 personal days, and 16 paid holidays (17 during general election years). For part-time employees, time off rates will be prorated based on the number of hours worked.

• Comprehensive Health Coverage: Access to health care, medical with vision, dental, and prescription plans for both individuals and families, effective from the 1st of the month following your hire date.

• Insurance Options: Term Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability (LTD) Insurance. Part-time employees working less than 0.5 FTE are not eligible for LTD.

• Flexible Spending Accounts: Available for medical and dependent care expenses.

• Retirement Plans: Choose between the Optional Retirement Program (ORP) or the Maryland State Retirement and Pension System (MSRPS).

• Supplemental Retirement Plans: include 401(k), 403(b), 457(b), and various Roth options. The university does not provide matching funds.

• Tuition Remission: Immediate availability for Regular Exempt Staff. Spouses and dependent children are eligible for undergraduate tuition remission after two years of service. NOTE: For part-time employees (at least 50 percent of the time), tuition remission benefits are prorated.

Hiring Range: