Help Desk Representative

Help Desk Representative

 

The University of Maryland, Baltimore Center of Information Technology Assistance and Service Center Help Desk has an opportunity for a Help Desk Representative. Under general supervision, the Help Desk Representative provides first level phone support for clients (faculty, students and staff) in the use of hardware, software, and network services.

 

Candidate will be responsible for:

 

• Creating, updating and resolving problem tickets in the Remedy & Parature applications.

 

• Diagnosing, resolving, and following-through on complex problems as well as determining impact of proposed solutions.

 

• Conducting complex information technology courses in classroom setting.

 

• Assisting in the development of the training syllabus and instructional materials related to the hardware, software and networking applications supported by the Help Desk.

 

• Assisting clients with configuring and acquiring computer hardware and software systems.

 

• Providing routine support for local area network(s).

 

• Designing, developing, testing, debugging, documenting, and implementing complex applications and training clients in the use of these applications.

 

• Maintaining and distributing software documentation, reference manuals, and training guides.

 

• Providing guidance and instruction to others.

 

• Assisting in the installation, troubleshooting, testing, maintenance, and design of communication systems such as data, voice, video, and networks.

 

• Performing standard preventive maintenance and performs repairs or arranges for the repair of computers and peripherals.

 

High School Diploma or GED required, Bachelor’s degree preferred. 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 is required.  Prior higher education environment experience desirable. 

 

To view a detailed job description and complete a profile for this position, please visit our website at www.baltimorehealthcare.jobs 

 

AA/EOE/ADA 

 

www.hr.umaryland.edu