Job Description
About Us:
Founded in 1968 to meet the post-secondary 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 College's fifth president, Dr. Mary Way Bolt, reports directly to the Board of Trustees.
Cecil College is centrally located in Maryland's 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 2,500 credit students and 3,400 non-credit students. Cecil offers associate degrees, certificate programs and non-credit 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:
The IT Support Specialist provides technical assistance and support to faculty, staff, administrators, students, and others in the resolution of reported computer or related technical problems or issues; troubleshoots user accounts, validates assigned software licenses, and responds to issues via the work order tracking system; receives, diagnoses, and provides immediate solutions for hardware, software and user, network, and security access issues; ensures quality customer service to users and follow-up on reported problems; maintains awareness of the full range of information technology (IT) services and products and escalates issues that cannot be resolved at the help desk level; and performs related duties as assigned.
ESSENTIAL DUTIES:

• Serves as the initial point of contact for customers seeking technical assistance over the phone, email, or work order system; uses diagnostic techniques, asking pertinent questions and offering remote desktop assistance; determines severity of the issue and the best solution based on the situation; resolves or refers to appropriate technical staff; explains the problem-solving process to the customer, and as appropriate, guides users in resolving problems.
• Performs troubleshooting and validation for user authentication, multi-factor authentication (MFA), user / device based and perpetual software licensing, district owned cloud-based web applications, desktop software operation, printer assignments, mobile phone applications, and smart-classroom technical issues.
• Troubleshoots a variety of user issues relating to various software applications, email, network and printer operations, internet functions and desktop security issues; responds to a variety of questions and inquiries.
• Provides technical resolutions for hardware, software systems, and network related problems in a timely manner; enters detailed description of user problems in an assigned database; prioritizes requests and labels according to established procedures.
• Creates and monitors IT system work orders; routes any unresolved issues to the next level of support work queues; escalates urgent or emergency situations to supervisor.
• Creates documentation of established resolutions, procedures, workflows, diagnostics that may be customer facing or for internal staff.
• Assists with updating login credentials and security groups; validates user or device-based software licensing.
• Assists with instructional technology and A/V set-up and resolving technical issues.
• Participates in maintaining accurate IT asset management/inventory as part of the overall asset management process.
• Monitors or executes batch processes for IT automated systems via prescribed operational procedures.
• Perform other duties as assigned.

MINIMUM REQUIREMENTS TO PERFORM WORK:

• Associate's required.
• Two years of general technical experience with Windows and Mac OS and hardware
• Technical knowledge of computers, mobile devices, printers and networking hardware

KNOWLEDGE, SKILLS, AND ABILITIES:

• Principles, practices, methods, techniques, materials, tools, and equipment required for installation, maintenance, and troubleshooting of hardware, software, computer and peripheral equipment, network, security, and server infrastructure issues.
• Principles of user account security authentication and multi-factor authentication (MFA).
• Operational concepts and characteristics of computer, network, server, and security systems, hardware, software, and peripheral equipment.
• Methods and techniques of eliciting information and performing diagnostic procedures on information technology systems.
• Techniques for providing a high level of customer service.
• Principles and practices of developing and maintaining technical documentation.
• Record keeping and filing system methods, principles, and practices.
• Modern equipment and communication tools used for business functions and program, project, and task coordination, including computers and software programs relevant to work performed.
• Perform technical support functions to a variety of users regarding hardware, software, network, and security access issues.
• Troubleshoot, diagnose, and repair system and applications malfunctions and maintain system operation.
• Understand, interpret, and explain systems solutions to users; research technical materials to provide solutions to problems.
• Work with multiple console or web-based based administrative applications.
• Quickly respond to multiple and frequent requests and inquiries from users.
• Communicate technical information to non-technical users.
• Maintain a variety of filing, record keeping, and tracking systems.
• Organize work, set priorities, meet critical deadlines and follow-up on assignments.
• Meet deadlines in a fast paced and changing environment; handle multiple assignments simultaneously.
• Effectively use computer systems, software applications relevant to work performed and modern business equipment to perform a variety of work tasks.
• Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.
• Learn and adapt to changing technology and equipment used in the performance of assigned duties.

SCHEDULING:

• Ability to work a varied schedule during critical periods including evenings Saturdays, and Sundays.
• Due to the need of interaction with students, employees and the college community this position requires in-person presence. This position is eligible for telework of one day per week.
• The position primary location is Elkton Station and the hours of 7:30-4pm.

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.
Due to the critical need to fill this position as soon as possible, the search committee will be reviewing resumes and scheduling interviews with identified candidates as they are submitted.
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 non-discrimination 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 law.