IT Coordinator, Service Desk Analyst , Level 2

University of Maryland Division of Information Technology   College Park, MD   Full-time     Information Services / Technology (IT)
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Posted on June 2, 2021

Position title: IT Coordinator, Service Desk Analyst , Level 2
Position #: 126330

Service Desk IT Coordinators provide direct level 2 end-user assistance to the customers of the Division of IT Service Desk. The Service Desk provides IT support to the faculty, staff, and students of the University, including assistance with the Windows, Apple, and Linux operating systems, standard productivity applications, the Internet, networking, and a wide range of University academic and administrative applications. Support is provided over the telephone, on a walk-in basis, by remote control and live chat and via email. Service Desk Level 2 Analysts are responsible for all aspects of the customer relationship and strive for excellence in the customer experience. IT Coordinators coach student employees, keep abreast of the latest support and technology trends, research and resolve difficult technology support requests, produce user documentation and review, refine and improve support processes and procedures.

Minimum qualifications

Bachelor’s degree from an accredited college or university; or an equivalent combination of education and experience.

0-1 years experience performing IT technical support work.

Experience can be substituted for education on a year for year basis, i.e., 4 years experience/ education.

Knowledge of at least two major computing platforms supported (Windows, Apple, Linux, iOS, Android). Strong writing and verbal communication skills. Strong customer service skills. Effective problem-solving skills. Able to work concurrently on multiple projects, adjust to occasional changes in priorities, and respond quickly and effectively in emergency situations. Able to instruct, direct, assist, guide, and share information with both technical and non-technical personnel alike.


● CompTIA A+
● IITIL certification
● Help Desk Institute Customer Service Representative (HDI-CSR)
● Excellent time management skills

Additional certifications:  Microsoft Certified Solutions Expert (MCSE), Apple Certified Mac Technician (ACMT), or Cisco Certified Network Associate (CCNA) certification is a plus.

Additional information: this position does not provide sponsorship for visas.

Physical demands: this position requires the ability to lift computer equipment, stand for long periods of time, occasionally travel across campus to different locations.

Best consideration date: 06/18/2021 or open until filled

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