Position Summary: The Desktop Support Specialist’s role is to ensure the functioning of computer labs, classrooms and administrative workstations. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and software to ensure optimal workstation performance. The individual will troubleshoot incidents and problems in a timely and accurate fashion, and provides customer assistance.
AACC is an equal opportunity employer who values the power of diversity and the strength it brings to the workplace.
Job Duties and Responsibilities: Works to image, configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices, and other computer equipment.
Installs and supports PCs, laptops, tablets, mobile hardware and software.
Ensures desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, audio visual systems, computer conferencing systems, application servers and administrative systems.
Works with stakeholders to define instructional and business requirements for technology implementations.
Performs site surveys for facilities-related projects.
Participates in hardware and software reviews and recommend purchases/upgrades.
Analyzes and make recommendations for hardware and software standardization.
Proactively manage respective ticket queues to ensure service level agreements (SLA) and communication commitments are met or exceeded.
Assists in projects to select, configure and implement tools to be used by technology staff to manage client devices (PCs, MACs, laptops, mobile devices).
Acts as lead in projects including, but not limited to: facilities moves and reviewing/recommending hardware and software purchases/upgrades.
Utilizes procedures to manage employee access to network and network resources. Assists in projects to enhance supporting processes and systems.
Diagnoses and resolves unique, nonrecurring problems associated with application software and operating systems; determines the source of problems and classifies their level, priority and nature.
Documents procedures, standards, best practices, configurations, settings, checklists/installation sequences and back-out instructions.
Creates alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the team’s function.
Assists in training and mentoring junior staff members.
Trains and orients faculty and staff on use of technology.
Ability to work a flexible schedule, including scheduled evening and weekends, to accommodate the needs of the end users and the department.
Ability to work at any AACC college location (such as Arnold, GBTC, AMIL, Sr. Center, etc.) in support of college needs.
Required Qualifications: An Associate’s degree in the field of computer technologies or related field.
Minimum of two years related experience.
Demonstrated knowledge in: PC, MAC, Mobile Devices, Printers, Audio Visual Equipment, McAfee, Windows OS, iOS, MS Office/Exchange/Office 365.
Functional knowledge of network environment.
Excellent oral, written and interpersonal communication skills, including a demonstrated ability to provide clear, concise directions and guidance and a demonstrated commitment to providing excellent customer service in a prompt, cooperative and friendly manner.
Ability to interact with a variety of faculty, staff and students from diverse backgrounds.
Preferred Qualifications: Current certifications in Network+, MCSA or other related technologies.
Demonstrated knowledge in one or more of the following: SCCM, IT Service Management Tools, Active Directory.
Work Schedule: 10 am - 6 pm (or as needed by college)
With learning as its central mission, Anne Arundel Community College has responded to the needs of a diverse community for more than 50 years by offering high quality, affordable and accessible learning opportunities. The college’s nationally recognized and award-winning programs have helped its more than 51,000 students annually achieve their academic, professional and personal goals. AACC is a f...ully accredited, public, two-year institution offering credit programs leading to an associate degree, certificate or a letter of recognition. Students may prepare to transfer to a four-year institution or prepare for an immediate career. AACC also offers extensive lifelong learning opportunities and noncredit, continuing education to those seeking career training or retraining, working to boost basic skills or pursuing new areas of interest. In addition to its main campus in Arnold, Md., the college has degree centers at Arundel Mills, Glen Burnie and at centers and schools around the county. In 2012, the college opened the 30,000-square-foot Center for Cyber and Professional Training in Hanover, which houses 13 specialized labs, a testing center and faculty support space. Located in Anne Arundel County near historic Annapolis - home to the U.S. Naval Academy – AACC is conveniently located just minutes from Baltimore/Washington International Thurgood Marshall Airport and downtown Baltimore. To learn more, visit www.aacc.edu.