IT Service Desk Support Technician

About Us:

Founded in 1968 to meet the postsecondary and continuing education needs of Cecil County residents Cecil College has been serving the community and shaping its future for more than 50 years. The College is governed by a Board of Trustees appointed by the governor. The Colleges fifth president Dr. Mary Way Bolt reports directly to the Board of Trustees.

Cecil College is centrally located in Marylands most northeastern county just one half mile from Interstate 95. It is easily accessible from Philadelphia and Baltimore as well as from Wilmington Delaware.

With a diverse student population Cecil College enrolls approximately 2500 credit students and 3400 noncredit students. Cecil offers associate degrees certificate programs and noncredit classes. Cecil offers a variety of associate degree and certificate programs.

Through its open admissions policy Cecil College provides learning opportunities for all who have the desire and ability to benefit from its courses and programs regardless of age gender ethnic origin sexual orientation disability or socioeconomic status.

Employees of Cecil College including instructors for online and virtual courses must be residents of Maryland or the contiguous states of Delaware Pennsylvania Virginia West Virginia or the District of Columbia.
Applicants must be currently authorized to work in the US as the College does not offer Visa sponsorships.

JOB SUMMARY:

Assist students staff and faculty of Cecil College with technical support of desktop and laptop computers classroom technology applications and related technology.

Given the need of interaction with students employees and college community this position requires inperson presence.

ESSENTIAL JOB FUNCTIONS:

• Answer incoming phone calls from faculty staff and students who need IT technical support either assist them directly or work with IT staff to move the issue or request to someone else who can help.
• Log and document all service requests and issues in a timely manner in the Service Desk tool.
• Troubleshoot and resolve low to medium complexity issues with guidance from supervisor and or other IT staff.
• Research questions using available information resources.
• Work in tandem with other IT staff to ensure requests and issues are handled quickly and efficiently.
• Identify and escalate situations requiring urgent attention.
• Escalate issues to the appropriate IT staff as needed in a timely manner.
• Pass along requests to the appropriate IT staff as needed in a timely manner.
• Create documentation where documentation is absent.
• Assist with installation configuration deployment and ongoing usability of laptop/desktop computers peripheral equipment and software with guidance from guidance from supervisor and or other staff.
• Troubleshoot Windows & Mac application software and operating systems in order to diagnose and resolve problems.
• Utilize remote support software as a tool in resolving technical issues in a timely manner.
• Assist with IT Inventory as needed.
• Setup/configure/maintain printers for staff faculty and classrooms with guidance from guidance from supervisor and or other staff.
• Setup/configure employee cell phones as requested with guidance from guidance from supervisor and or other staff.
• Adhere to all College policies and procedure.
• Perform other duties as assigned.

MINIMUM REQUIREMENTS TO PERFORM WORK:

• High School Diploma required; associates degree preferred.

KNOWLEDGE SKILLS AND ABILITIES:

• Experience with Windows and Mac computers
• Prior working knowledge of Microsoft products
• Technical knowledge of computer and networking hardware
• General knowledge of applications including MS Office products
• Basic Canvas knowledge preferred
• A Certification is preferred
• Strong troubleshooting skills
• Good communication skills
• Strong Customer service

SCHEDULING REQUIREMENTS:

Ability to work a varied schedule during critical periods including evenings Saturdays and Sundays.

The schedule is anticipated to be:

Monday and Thursday 2 pm to 8 pm onsite Elkton Location

Wednesday 2 pm to 8 pm onsite North East Location

PHYSICAL DEMANDS:

Ability to lift and move up to a maximum of 50 lbs. The physical activity of this position includes but is not limited to: climbing walking stooping kneeling crouching reaching standing pulling lifting grasping twisting and sitting.

WORK ENVIRONMENT:

Work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as office or meeting and training rooms e.g. use of safe work place practices with office equipment avoidance of trips and falls and observance of fire and building safety regulations and traffic signals when driving.

This position supports information technology at Cecil Colleges main campus in North East MD and the additional location in Elkton MD and all additional instructional sites. Travel between these locations is required.

General Benefits:

Cecil College offers parttime employees a wide range of benefits including accrual of sick and safe leave (1 hour of sick and safe leave accrued for every 30 hours worked); opportunity to open a voluntary retirement account with TIAA or Fidelity; employee paid short term disability based on eligibility guidelines; access to the Fitness Center and library and tuition waiver based on eligibility guidelines.

This is a nonexempt (hourly) overtime eligible position; Grade 104 (pay scale:$15.82$25.32/hr). The hourly rate for the position based on budget is $16.00/hr . Applicants initial salary placement is based on internal equity and relevant candidate experience.

Posted on 5/16/2025

Based upon the budgeted hours of a position contribution to the Maryland State Retirement Pension System may be required.

*We are committed to ensuring equal opportunity and nondiscrimination in all hiring and employment practices. Cecil College will not discriminate against any individual by reason of race color national origin ancestry age religion disability sex sexual orientation gender identity and expression genetic status genetic information veteran status or any other status protected by federal state or local laws.