Job Description
Job Posting Number: S395NE
Class Title: Staff
Grade/Range: $85,000 -
$90,000
Close Date: 06/13/2024
Duties and Responsibilities
- Provides technical
support for end-user devices (laptops, printers, tablets, mobile devices) and peripherals, software, network printers,
etc.) - Schedules and coordinates customer desk-side support for the installation of new software or to perform hardware or software
break/fix activities. - Set up and configure new end-user equipment, including desktops, laptops, mobile devices, printers, VoIP
phones, and other peripherals. - Stages newly purchased Apple devices, including initial setup, system, and application software
installation, user data migration, and basic instruction of users as needed. - Documents all changes in the ticketing system to ensure
all asset and configuration information is up to date. - Investigate and resolve all connectivity issues related to end-users as well
as site infrastructure IT equipment. - Proactively ensure the highest levels of systems and infrastructure
availability - Ensures that hardware and software systems are functioning properly and that operation standards are
met. - Maintain communications with customers during the problem-resolution process.
- Ability to communicate effectively with
all levels of the business, including peers, technical management, and external vendors. - Resolves problems with desktop hardware and
standard software applications, including computers, monitors, and peripherals. - Assist with projects and tasks outside of day-to-day
responsibilities. - Routinely contributes to IT documentation and Knowledge Base
- Record, track, and escalate
cases. - Software installation and troubleshooting
- Performs preventive and scheduled maintenance to the classroom and
instructional computers, faculty, and staff computers. - Other duties as assigned.
Education
Bachelor’s degree in information technology, Information Systems, Computer Science, or another relevant degree
preferred.
Experience
- Minimum of two (2) years working in Tier II support
- A+ or Net+,
Apple/Mac Certifications, or JAMF Certs are preferred.
Knowledge Skills and Abilities
- Expertise
with Windows OS, macOS, iOS, JAMF, Microsoft Office, and Adobe Creative Suite. - Knowledge of Win 10, Office 365, Teams,
Zoom - Must also be able to work concurrently on multiple projects, adjust to occasional changes in priorities, and respond quickly
and effectively in emergencies. - Must be able to instruct, direct, guise, and share information with technical and non-technical
personnel.
Conditions of Employment
Please be advised, COVID-19 vaccinations are strongly
encouraged but not required for eligible faculty and staff employed by Bowie State University. This protocol may be subject to
change
Other
The position is on-site; may qualify for some remote hours.
Bowie State
University offers an excellent benefits package! This includes tuition remission including eligible dependents; choice of medical/vision
plans, Carefirst BC/BS, United Health Care and Kaiser plans, dental, prescription, and life insurance, training and development, EAP; and as
eligible generous leave package including sick/bereavement, annual, personal; and winter and spring breaks.