Desktop Support Technician

Desktop Support Technician

The primary focus of this position is to support computing devices, including break/fix service, operating system support, application installation, application configurations, end-user settings, and desktop administrative duties.

Responsibilities:

• Deliver responsive technical assistance via phone, remote tools, ticketing system, and in-person support
• Provide second-level support for desktops, laptops, printers, and peripheral devices
• Diagnose and resolve hardware and software issues, including operating systems, standard applications, and connectivity problems
• Install, configure, and troubleshoot software applications and system updates
• Stage and deploy newly purchased PCs and printers, including system setup, software installation, user data migration, and user orientation
• Assist with imaging and deployment of devices across campus
• Perform preventive and scheduled maintenance on instructional and administrative computers to mitigate virus threats and ensure optimal performance
• Support classroom and lab technology setups, including AV equipment and instructional software
• Conduct software refreshes in computer labs prior to each semester and verify required applications are installed and functioning
• Maintain accurate records of support activities, configurations, and asset inventory using the ticketing system
• Record, track, and escalate support cases as needed to ensure timely resolution
• Provide guidance and training to users on basic IT procedures, security best practices, and software usage
• Collaborate with other IT staff to escalate and resolve complex technical issues
• Ensure compliance with institutional IT policies, procedures, and security standards
• Perform other duties as assigned to support the evolving needs of the IT department

Minimum Qualifications:

• Associate's degree in Information Technology, Computer Science, or related field
• 1–3 years of experience in a desktop support or technical help desk role
• Proficiency in Windows and macOS environments
• Familiarity with remote support tools, ticketing systems, and Active Directory
• Strong problem-solving skills and attention to detail
• Excellent communication and interpersonal skills
• Certifications such as CompTIA A+, Network+, or ITIL
• Experience in an academic or enterprise IT environment
• Knowledge of Windows and macOS computing platforms
• Knowledge of Windows 11, M365, Office Suite, Adobe Creative Cloud, Teams, Zoom
• Imaging, troubleshooting desktop support issues
• Strong communication skills
• Strong customer service skills
• Effective problem-solving skills
• Effective written and verbal skills
• 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, guide, and share information with both technical and non-technical personnel.

Preferred Qualifications:

• Not Currently Available

Conditions of Employment:

• Candidates selected for employment may be subject to medical inquiries and/or medical examination to determine ability to perform the job.
• Benefits include medical, dental, prescription, long-term disability, accidental death and dismemberment insurance and life insurance; paid time for paid sick leave, annual leave, and personal leave; 12 paid holidays per year, tuition remission; employer-funded pension and supplemental retirement accounts.
• Visas and labor certification will not be sponsored for this position. Application only accepted from citizens or permanent residents.
• Note: Position excluded from Union Representation and Collective Bargaining

Additional Job Information:

• Benefits include medical, dental, prescription, long-term disability, accidental death and dismemberment insurance and life insurance; paid time for paid sick leave, annual leave, and personal leave; 12 paid holidays per year, tuition remission; employer-funded pension and supplemental retirement account
• Bowie State University shall not discriminate against any individual on the basis of race, color, religion, age, ancestry or national origin, sex, sexual orientation, disability, marital status or veteran status. All policies, programs, and activities of Bowie State University are and shall be in conformity with all pertinent Federal and state laws of nondiscrimination including, but not limited to: Title VII of the Civil Rights Act of 1964, as amended, Title IX of the Education Amendments of 1972, the Equal Pay Act of 1963, the Age Discrimination Act, Sections 503 and 504 of the Rehabilitation Act of 1973, the Americans with Disabilities Act of 1990, Federal Executive Order No. 11375, and Article 49B of the Annotated Code of Maryland. This commitment applies in all areas and embraces faculty, staff, and students.
• Equal opportunity of access to academic and related programs shall be extended to all persons. Bowie State University shall have as its firm objective equal opportunity in recruitment and hiring, rate of pay, all other promotions, training, retention and dismissals, for all employees and applicants for employment. The University will stress equal access for employees and applicants for employment to all programs and services provided by the University both on and off campus. The University will also provide equal opportunity and an atmosphere of nondiscrimination with respect to women and members of minority groups in all its operations. In addition, the University shall promote equal opportunity and equal treatment through a positive and continuing Affirmative Action Program.
• The University makes, and will continue to make, reasonable accommodations to promote the employment of qualified individuals with disabilities and disabled veterans, unless such accommodations would impose an undue hardship on the University's business.
• In addition, employees and applicants will not be subjected to harassment, intimidation, threats, coercion, or discrimination because they have engaged in, or may have engaged in, activities such as filing a complaint, assisting or participating in an investigation, compliance review or hearing, or opposing any act or practice made unlawful, or exercising any other right protected by Section 503 of the Rehabilitation Act of 1973, as amended or the Vietnam Era Veterans Readjustment Assistance Act of 1974, as amended.