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Job Details
Service Desk Technician
3144
09/19/2022
10/03/2022
Staff
Technology Support Services - HTSS
Full-Time Staff
$41,800-$52,250

The Service Desk Technician's role is to ensure proper technology services so that end users can accomplish business tasks.  This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain service level expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help.  

 

Anne Arundel Community College (AACC) is committed to enriching the educational experience it offers through the diversity of its administrators, faculty, and staff members. The Information Services department in the Division of Learner Support Services seeks to recruit and support a broadly diverse team who will contribute to the college's excellence, diversity of viewpoints and experiences, embrace concepts of equity and inclusiveness, and support the equal rights of all people by advancing the understanding and appreciation of differences including age, race, gender, ability, religious convictions, socio-economic status, ethnic heritage, or sexual orientation.

 

While we appreciate your interest in employment with Anne Arundel Community College, applicants must be currently authorized to work in the U.S. on a full-time basis.  Employment-based visa sponsorship (including H-1B sponsorship)  is not available for any position.

In the best interest of the College, only individuals who are residents of Maryland or one of the following states will be eligible for employment at the college: Delaware, Pennsylvania, Virginia, West Virginia or the District of Columbia. The college will annually review this restriction and, if appropriate, expand the list of states of employment eligibility.

Provides first contact support of incoming requests to the service desk (via various communication channels such as  telephone, email, in-person and web portal) to ensure courteous, timely and effective resolution of end-user issues. 
Builds rapport and elicits request details from service desk customers. 
Prioritizes incidents and service requests according to defined processes to meet service levels. 
Escalates incidents and requests with accurate documentation to suitable technicians (or teams), when required.

Records, tracks, and documents the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution. Reviews tickets for accuracy. 
Uses remote tools and diagnostic utilities to aid in troubleshooting. 
Researches solutions through internal and external knowledgebase as needed. 
Tests fixes to ensure an incident has been adequately resolved. 

Stays abreast of all college supported applications, services and technology. 
Participates in projects by utilizing testing plans to test new services and technologies prior to implementation. Accurately documents all problems and issues found in testing.

Provides suggestions for continual service improvement

Utilizes documented procedures to perform hands on assistance for client/desktop and asset management teams such as performing preventive maintenance in computer labs and assisting with receiving and inventory management (i.e. when request volumes are low).

Contributes to the ITSM Client Portal (technician and end-user knowledge base), following the associated procedures. 

Works closely with different internal and external technical personal to document procedures and technical information. Designs and writes accurate, clear, and concise content that describes how our technologies are deployed. Writes knowledge base articles that will be published within our service management tool.

Associate degree in the field of information systems, computer science, business administration or a related discipline. Combination of education, certification and experience in technical service desk function may be substituted for the Associate's degree depending on type and complexity.

Demonstrates knowledge in one or more of the following: ITSM (Team Dynamix), Fischer Password Management, Windows 10/11 OS, MacOS, iOS,  Mobile Devices, MS Office/Exchange/M365, Printers, Audio Visual Equipment/Services, Ellucian Colleague, Cisco ACD.

Ability to work with minimal supervision in a high volume, fast-paced environment.  
Demonstrated capacity for an attention to details. 
Ability to absorb and retain information quickly.

Ability to provide excellent customer service in a prompt, cooperative and friendly manner.
Ability to deal tactfully and effectively with students, faculty, staff and the public.
Demonstrated record of punctuality and dependability.

 

 

Six months or more of relevant experience in a technical service desk, technical call center or help desk.
Excellent oral, written and interpersonal communication skills, including a demonstrated ability to provide clear, concise directions and guidance.

Familiarity with the fundamental principles of ITIL.

Current certifications in HDI, SCA,  A+, MTA, CTS, ITIL or other related disciplines.

Experience working in higher education.

40
Cover Letter, Resume/Curriculum Vitae
 
Anne Arundel Community College is an Equal Opportunity Employer. 
 
As a condition of employment and in connection with your employment application process, Anne Arundel Community College shall conduct a background check on all candidates selected for employment. The information contained in such background reports shall be used for job relevant employment purposes. All offers of employment are contingent upon the favorable results of a background check screening.
 
While we appreciate your interest in employment with Anne Arundel Community College, we regret that we are unable to sponsor employment Visas for job applicants at this time.
 
College Statement on Diversity
 
Anne Arundel Community College (AACC) has responded to the needs of a diverse community for more than 50 years by offering high quality, affordable and accessible learning opportunities. Established in 1961, AACC is a fully-accredited, public two-year institution that offers national and regional studies that can lead to a degree or certificate, industry credential, transfer to a four-year institution, or career enhancement, personal enrichment and lifelong learning. AACC is committed to supporting and sustaining a diverse and inclusive educational environment with learning as our central mission. Diversity is not merely a goal but a value that is embedded throughout the institution in multiple areas including (but not limited to): learning, teaching, student development, institutional functioning, and engagement in partnerships with the local and global community.
 
•AACC is an equal opportunity employer who values the power of diversity and the strength it brings to the workplace.