Position Announcement: Helpdesk Specialist II

Position Announcement:
Helpdesk Specialist II
About Baltimore City Community College
Founded in 1947, Baltimore City Community College (BCCC) is a comprehensive, urban community college
accredited by the Middle States Commission on Higher Education. The College has a main campus in west
Baltimore and satellite locations throughout the city. With its broad range of degree and certificate programs,
affordable tuition, and extensive outreach, BCCC offers educational opportunities to the citizens of Baltimore
City and throughout the State of Maryland. BCCC serves approximately 20,000 students a year, providing
credits that transfer to four year colleges and universities as well as workforce development training that leads
directly to job placement. The College is proud of the fact that over 100 nations are represented within the
student body.
Ad number
CP15-002
Job title
Helpdesk Specialist II (Contractual)
Position summary
Required qualifications
As a member of the Client Services Group, this position provides high
level technical assistance and support of audio visual needs in
accordance with current trends and innovations in technology as well as
BCCC’s policies and procedures. IT Specialist II/Helpdesk respond to,
coordinate and resolve IT Helpdesk problem calls for campus,
administrative, and off-campus instructional technology equipment.
Employees provide font-line computer support consistent with current
trends and innovative technology as well as BCCC’s policies and
procedures. Employees may troubleshoot equipment problems, resolve
and/or recommend further action. Provide support/user assistance with
computer equipment/software, as well as instructional support including
laptop computers with College supported software and computer
projection devices.
Minimum Education and Training Requirements:
 Graduation from High School or GED;
 3 years in the information technology field or experience
working on a helpdesk environment.
 Certification and or training and experience in at least 2 of the
following:
o MCP –Microsoft Certified Professional (for XP)
o MCITP –Microsoft Certified IT Professional (for Win
7/8)
o MCDST –Microsoft Certified Desktop Support
Technician
o Comp TIA A+ or Comp TIA Network+
o SCCM training and experience
o SharePoint training and experience
Substitution: Associate’s degree in information technology or related
discipline and 2 years of experience responding to and resolving help
desk calls from users of computers, or operating computer equipment
for the purpose of data entry, word processing, spreadsheet, graphics,
data base or other applications may be substituted for the required
experience.
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Open date
10/08/2014
Close date
Open until Closed (first review 10/15/14)
Salary range
$20.00 - $25.00 per hour
Essential Functions
Essential Functions:
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Assist with entering and tracking helpdesk tickets in the system.
Respond to clients requests for service in a timely manner,
research issues and resolve each interaction with customer
satisfaction.
Escalate incidents to third level support (Systems/Network
Administrators) when appropriate and follow-up in a timely
manner.
Enter solutions for all service tickets into the helpdesk software
application for inclusion in the knowledgebase.
Install/modify computer workstations’ hardware and software,
including connecting hardware to the network, installing software,
transferring data and testing.
Perform routine upgrades on computer workstations, software
and associated peripherals.
Coordinate hardware and software repairs with vendors, as
needed.
Assist users with more difficult and time-consuming problems on
various types of technology hardware, computer system
procedures, computer software, and telecommunications
equipment.
Provide Tier II audio visual support for AV equipment throughout
the College.
Help maintain accurate hardware and software inventories.
Develop and document Standard Operating Procedures.
Develop and test PC-based applications.
Research virus, Trojan and worm issues and report findings to
the supervisor.
Research and evaluate solutions for hardware, software, and
data security.
Provide feedback to management on ways to increase efficiency,
reduce cost, and improve services.
Review and recommend revisions to IT policy and procedures.
Setup and troubleshoot mobile devices such as smartphones,
tablets, etc.
Assist with helpdesk calls in the absence of Helpdesk Specialist I
or during high call volume.
Work as a team player and display a positive attitude, especially
when communicating
Work Environment:
This position typically works indoors in a standard office environment,
generally free from hazardous or unpleasant physical conditions. Work
involves minimal risk and observance of safety precautions typical of
modern office settings. The work environment is highly diverse and
demands a high level of cultural competence in interpersonal
communications and interactions. Duties may require off site travel to
meeting, off campus sites, etc.
Application procedure
Email entire packet to [email protected]
All applicants must provide the following information as part of the
initial application package in order to receive consideration:
 Cover letter
 Resume
 Completed BCCC Application and EEO Survey – links below

Link to BCCC Employment
Application
Link to BCCC
Demographic Survey
Special Accommodations
Unofficial transcripts
BCCC Employment Application
BCCC EEO Survey
“If accommodations are needed, contact Baltimore City Community
College, Human Resources Office at 410-209-6055 Monday – Friday,
8:30am – 5:00 pm EST.”