Analyst, Technical Support

Catonsville, MD

Community College of Baltimore County

Multiple positions available, at various levels for Technical Support Analyst. The purpose of this class is to provide prompt and efficient helpdesk contact center technical support to faculty, staff and students in a professional and courteous manner as well as to provide setup, troubleshooting, repair and maintenance of computer and multimedia equipment and related software.High school diploma/GED and one year of related experience, candidates currently enrolled in college or Associate's Degree preferred. Knowledge of and familiarity with support of assorted computer software, hardware and multi-media equipment required. Help Desk Institute (HDI) Customer Service Representative Certification is required within six months of hire. Department management may designate other certifications required within six months of hire.
For higher level positions within this classification the required education and years of experience increase. Applicants may be placed as an Analyst I, II or III commensurate with additional education and experience.
Additionally one or more other technical certifications are required such as ITIL, Comp TIA (e.g. A+, Net+) Infocomm CTS or Microsoft certifications (e.g. MCSA, MCSE).
  1. Receive, prioritize, schedule and fulfill help desk requests for hardware, software, network and media support in faculty and staff offices as well as labs and classrooms. Provide ongoing maintenance of hardware, software and smart classroom media devices and presentation equipment.
  2. Assist with setup and operation of media programs, seminars, board meetings, and any other special events that occur on or off campus.
  3. Assist with tracking and update of hardware and software asset inventory.
  4. Coordinate outsourced hardware repairs.
Essential Job Duties are intended to be examples of duties and are not intended to be all inclusive. There will be other duties as assigned.

  1. Provide first call resolution, escalating trouble tickets to appropriate support personnel as needed. Provide immediate response to smart classroom calls for technical assistance (AV button alerts).
  2. Assist Tier II and Tier III to support special project implementations.
  3. Assist in upgrades and rollouts of computer and or media equipment and install and maintain computer labs. Provide ongoing maintenance for smart classrooms.
Essential Job Duties are intended to be examples of duties and are not intended to be all inclusive. There will be other duties as assigned.
Posted: 06/24/2022