Desktop Support/AV Specialist

Desktop SupportUS Exempt RegularFull timeStateside Exempt 1.2Location: Adelphi, MD (Hybrid)

Summary:

This position is responsible for ensuring accurate and timely technical support and problem resolution to internal and external customers. Resolves complex and everyday service requests relating to PC, server, and network hardware and software problems and malfunctions; interacts and consults with customers to manage customer satisfaction; provides guidance, assistance, and follow-up on customer inquiries; and assists in the implementation of desktop hardware and software.  Supports Audio/Visual (AV) services to include video conferencing software and hardware solutions.

Duties and Responsibilities:

• Customer Service: Meet/exceed customer expectations in responding to service requests, incidents, and tasks in accordance with established Help Desk metrics, procedures, and guidelines; work with other team members in delivering quality service; review assigned daily; follow up and provide status updates to customers; alert management, team members, and other IT groups when sensitive issues arise or a major problem is suspected; keep team members abreast of the status of current requests; minimize customer downtime and productivity loss from technology malfunctions.

• Desktop Support: Respond to the diverse desktop hardware and software problems reported by customers in accordance with established procedures and service guidelines; identify the cause, implement a solution, share solutions with peers, and document when necessary; take proactive steps whenever possible to prevent problems from recurring; use team members, peers, vendors, and other resources to resolve more complex problems as quickly as possible. Frequent follow-up and “high-touch” care is a must.

• A/V Support: respond to inquiries within a specified timeframe to resolve audio and video related services.  Understand video conferencing solutions and be able to provide end-user support in a timely manner to minimize downtime and impacts to users.  Have the ability to troubleshoot software and hardware issues related to A/V and lead engagements and escalations with vendor provided support.

• Telephone Support: Respond to inquiries within a specified time frame; resolve all requests in your que, utilizing all resources available to do so; work with the company to monitor, prioritize, escalate, and dispatch calls that cannot be solved over the phone; capture information on all incoming calls in company problem tracking systems (if applicable), and ensure that data is updated in a timely way to provide customers and management with status updates and reports as needed; monitor file servers, fax servers, mail gateways, and other service machines at regular intervals during the day to ensure consistent availability. Always maintaining a positive and pleasant tone with users is required.

• Problem Tracking Data Quality: Ensure that data pertaining to the status of tickets entered into the problem tracking system (if applicable) accurately and promptly on a daily basis to provide an up-to-date picture of service delivery status and backlog.

• Software and Hardware Installs: Assist IT team members in installing new hardware and software as necessary and participate in the evaluation of new products and standards by working in partnership with IT and business users; participate in the definition of standard installation and upgrade procedures to ensure smooth, nondisruptive release upgrades and configuration changes; suggest changes and alternatives when appropriate. Follow up with customers to ensure satisfaction and exceed their expectations.

• Restore Processing: Understand the backup and restore environment and assist in restoring customer files on request and within service guidelines.

• Continuous Improvement: Continuously strive to improve customer support; identify opportunities and recommend solutions for improving service efficiency and effectiveness; participate in initiatives (e.g., committees) to address service issues.

• Project Work: Work on special assignments and projects, such as new product rollouts, and balance project work with day-to-day problem-solving responsibilities; perform routine assignments (e.g., report generation) according to predetermined schedules. 

• Environmental and Technical Currency: Keep abreast of the technical aspects of the IT environment; have a working knowledge of department-specific applications; attend seminars and suitable educational classes; seek out insight and on-the-job training from peers and other internal and external resources.

• Assist internal customers in using Windows and Macintosh computers, peripheral devices, applications, and operating systems.

• Ability to resolve level 1 and level 2 hardware, software, application, and networking problems.

• Works with other IT groups on critical problems

Skills:

• Ability to resolve level 1 and level 2 hardware, software, application, and networking problems, performing problem recognition, research, isolation, resolution, and follow up

• Familiar with various technology support methodologies (e.g., remote support, ticket tracking, server, and network troubleshooting, application and endpoint troubleshooting) 

• Ability to solve complex problems and deal with a variety of concrete variables in situations where only limited standardization exists. Excellent skills in dealing with unstructured problems that affect the efficiency and effectiveness of customers 

• Knowledge of audio/visual solutions, networking, internal applications, voice, and data communications.

• Strong interpersonal skills and ability to establish and build relationships with internal and external customers, showing a high degree of cooperation, effectiveness in working with others, and offering assistance when needed.

• Ability to handle technical support questions of customers involving computers, networks, mobile devices

• Proven ability to work in a team environment

• Projects a positive attitude and dedication, with flexibility and consistency.

Education & Experience Requirements:

Experience:

• Experience in an IT support or technical environment, with significant computer client/server platform experience.

• Mobile platform knowledge and support experience is highly desirable

• Experience with room based video conferencing software and hardware solutions.  Strong experience with Zoom and Teams and how they integrate to room-based video conference solutions

• Highly desirable certifications for this position may include the following: 

• HDI Desktop Support Technician

• ITIL Foundation v3

• Demonstrated experience or skills in one or more of the following:

• Participation in multidisciplinary, high-performance work teams/groups

• Participation in the successful implementation of new technology and processes 

• Successful experience in working with customers to develop effective solutions to diverse and complex business problems

• Proven initiative, good judgment, and ability to achieve results

Certifications:

• Apple ACSP Certification

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 15 paid holidays (16 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:

$65,600.00 - $67,700.00