Community College of Baltimore County
IT Support Technician I, II, and III
Community College of Baltimore County, Catonsville, Maryland, United States, 21228
Salary:
$45,682.00 - $62,200.00 Annually
Location :
Catonsville, MD
Job Type:
Full-Time Staff
Job Number:
2024-084
Division:
Administrative Services
Department:
Technical Services
Opening Date:
05/07/2024
Class Description
IT Support Technician I: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.IT Support Technician II: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, to install and support desktop software and to provide setup, troubleshooting, repair and maintenance of computer and multimedia equipment and related software.IT Support Technician III:The purpose of this class is to provide a high level of helpdesk contact center technical support to faculty, staff and students in a professional and courteous manner, to install and support desktop and client software and to provide setup, troubleshooting, repair and maintenance of computer and multimedia equipment and related software.Minimum Requirements
IT Support Technician I: $45,682 - 51,416
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 preferred. Department may designate certifications required within six months of hire.
IT Support Technician II: $50,248 = 56,554
Associate's Degree and three years related experience; knowledge of and familiarity with supporting assorted computer software, hardware and multi-media equipment and ability to troubleshoot and prioritize technical problems;
One professional or technical certification (HDI Customer Service Representative, HDI Support Center Analyst, HDI Desktop Support Technician, HDI ITIL Foundation, CompTIA A+, CompTIA Net+, MS MCDST, or MS SCCM). Help Desk Institute (HDI) Customer Service Representative Certification will be required within six months of hire.
IT Support Technician III: $55,263-62,200
Associate's Degree and four years related experience; knowledge of and familiarity with supporting assorted computer software, hardware and multi-media equipment and ability to troubleshoot and prioritize technical problems; Help Desk Institute (HDI) Customer Service Representative Certification required, certification may be acquired within 6 months of employment. One other technical certification required such as CompTIA (e.g. A+, Net+) Infocomm CTS, or Microsoft certifications (e.g. MCSA, MCSE)Best consideration date is May 31, 2024Class Specific Essential Duties
IT Support Technician I: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.Assist with setup and operation of media programs, seminars, board meetings, and any other special events that occur on or off campus.Assist with tracking and update of hardware and software asset inventory.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.
IT Support Technician II: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.Assist with setup and operation of media programs, seminars, board meetings and any other special events that occur on or off campus.Assist with tracking and updating of hardware and software asset inventory.Coordinate outsourced hardware repairs.Setup and provide basic support for desktop and client software.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.
IT Support Technician III: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.Assist with setup and onsite support of media programs, seminars, board meetings and any other special events that occur on or off campus.Assist with tracking and updating of hardware and software asset inventory.Coordinate outsourced hardware repairs.Provide advanced installation and support for desktop and client software. Image computers using prevailing software; clean malware and recover/re-image systems as needed.Train other Help Desk Analysts, as needed.Assist in planning and implementing upgrades, replacements and special projects.Provide network administration and support.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.Position Specific Essential Duties
IT Support Technician I: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).Assist Tier II and Tier III to support special project implementations.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.
IT Support Technician II:
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).Assist Tier II and Tier III to support special project implementations.Assist in upgrades and rollouts of computer and or media equipment and install and maintain computer labs. Provide ongoing maintenance for smart classrooms. Install desktop software using deployment console. Set up IP printing. Set up email (Outlook) client on desktops.Schedule and set up web video conferences and/or conference calls.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.
IT Support Technician III:
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).Assist Tier II and Tier III to support special project implementations.Assist in upgrades and rollouts of computer and or media equipment and install and maintain computer labs. Provide ongoing maintenance for smart classrooms. Install desktop software using deployment console. Set up IP printing. Set up email (Outlook) client on desktops.Schedule and set up web video conferences and/or conference calls.Work with Tier II to create computer deployment images.Package and install client software for server based applications and maintain client software licenses.Perform Active Directory maintenance tasks.
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.
CCBC Full Time Benefits At A Glance
BENEFIT
SUMMARY Health and Medical
CIGNA
Cigna Open Access Plus (OAP)Cigna Open Access Plus In Network (OAPIN)
KaiserPrescription Drug Benefits:
For CIGNA Plans - included in Cigna Plan Medical PremiumsKaiser - included in Kaiser Medical PremiumMental HealthEmotional, drug/alcohol abuse treatment, both inpatient and outpatient, provided when pre-approved. Premium included in medical care plan.
Dental Benefits
CareFirst Blue Cross/Blue Shield Regional TraditionalCareFirst Blue Cross/Blue Shield Regional PreferredVision Benefits
NVAFlexible Spending Accounts
Benefit Strategies Health Spending Account $2,600Benefit Strategies Dependent Care (children under 13 and elder care) $5,000Financial Term Life Insurance: MetLife
Employee Basic Life Insurance is 1 times your salary with a minimum of $50,000 (90/10)Employee Supplemental Life Insurance is available in multiples of $10,000 with a maximum of $200,000. Supplemental Term Life Insurance is available for spouse (increments of $10,000 to a maximum of 50% of employee combined basic and supplemental amount) and dependents ($10,000). Supplemental Term Life Insurance is 100% employee paid.Permanent Whole Life Insurance: Unum
Permanent Whole Life Insurance with Optional Long Term Care rider available through Unum. Available to full-time employees, part-time associates, and adjunct faculty.Spouse and dependent coverage available. Permanent Whole Life Insurance accrues cash value, premiums will not increase, and coverage will not decrease. Permanent Whole Life Insurance is 100% employee paid.Accidental Death & Dismemberment: The HartfordIndividual or Family Coverage. Employee pays a rate in multiples of $10,000 to a maximum of $300,000.
Long-Term DisabilityPlan pays 60% of gross monthly salary after 90 consecutive days of absence. Employee pays 100% of premium.
Retirement Plans
Maryland State Teacher's Pension System (7% contributory)Optional Retirement Plan (non-contributory)Baltimore County Employees' Retirement System (7% contributory)Supplemental (Retirement Annuities) 403(b) and 457(b)
Tax-sheltered annuities - 403(b). Payroll salary reduction authorization is needed. The form is available on SharePoint Forms/Human Resources Forms.The 403(b) supplemental retirement plan is available to all CCBC employees (Adjunct Faculty, Part Time Associates and Full Time employees).Roth 403(b) is a savings feature that is available when you open a 403(b) account. The Roth 403(b) savings feature allows employees to contribute after-tax dollars and then withdraw tax-free dollars from their account upon retirement. The Roth 403(b) savings feature is only offered by the following vendors: TIAA-CREF and VOYA Financial Advisors, Inc. Adjunct Faculty, Part Time Associates and Full Time employees are eligible to save for retirement using the Roth 403(b) savings feature. Employees may contribute traditional pre-tax 403(b) dollars and Roth 403(b) post-tax dollars simultaneously. The savings limits are combined for the Traditional 403(b) and the Roth 403(b) contributions.Deferred Compensation Plan - 457(b) offered through VOYA Financial Advisors, Inc. The 457(b) salary reduction authorization form is needed. The form is available on SharePoint Forms/Human Resources Forms.Legal ServicesLegal Resources is a pre-paid legal voluntary benefit for advice, consultation and representation for commonly used legal services.
Credit UnionFirst Financial Federal Credit Union membership available to employees.
Direct DepositIt's convenient, safe, reliable and saves time. No waiting for your check on payday. The money is already in your account, whether you are at work or on vacation. Mandatory payroll direct deposit allows employees the control and flexibility of directing their pay to different accounts at any bank, in any location.Work and Family Employee Assistance Program (EAP): Cigna BehavioralFree personal advocates assisting you and any household member to resolve any issues.
Paid Leave BenefitsAcademic, Bereavement, Sick and Safe Leave, Jury Duty, Religious Holidays, Military Leave, Sabbatical, Personal, Vacation, and Holidays.
Tuition AssistanceEligible full-time employees may qualify for waiver or reimbursement programs. Spouses and legal dependents up to age 22 are eligible for reimbursement with proof of successful completion and a C or better grade. Employee's eligible for Tuition Assistance become eligible for the external Tuition reimbursement program the first semester after one calendar year of employment. Eligibility for waiver or reimbursement for CCBC courses begins after the completion of a 90 day probation for public safety and classified employees.
Academic Cash AwardClassified employees are eligible for a lump sum award of $500 for completion of an unduplicated college degree.
McDaniel College's Educator's Legacy Scholarship ProgramCCBC is proud to offer an exciting new benefit to all benefits-eligible employees! Read more »McDaniel College has extended its Educator's Legacy Scholarship (ELS) program to CCBC benefits-eligible employees. CCBC is among the inaugural community college partners.
Children of ANY current full-time benefits-eligible CCBC employee with at least four years of continuous full-time employment are eligible to receive a scholarship valued at up to $100,000 over four (4) years.
The scholarship will first take effect in the fall semester. The CCBC Employee Benefits Team will provide verification of employment. Excellent teaching is McDaniel College's priority and its legacy. The College's expert faculty-mentors empower students to achieve their personal best, and many graduates go on to become top K-12 educators.
Since 2010, four of McDaniel's graduates were named state Teachers of the Year, including the 2011 National Teacher of the Year Michelle Shearer. McDaniel is ranked among Money Magazine's 50 Best Liberal Arts Colleges and offers more than 70 undergraduate programs of study. The personalized curriculum and student-faculty collaboration develop the unique potential in every student. McDaniel College welcomes the sons and daughters of CCBC employees!
Mandated Federal BenefitsWorkers' Compensation, Unemployment Insurance, Social Security.
For Your Convenience
ATM machines are available at each of the main campusesCheck cashing with appropriate IDFree ParkingAccess to weight lifting facilities, swimming pool and library
$45,682.00 - $62,200.00 Annually
Location :
Catonsville, MD
Job Type:
Full-Time Staff
Job Number:
2024-084
Division:
Administrative Services
Department:
Technical Services
Opening Date:
05/07/2024
Class Description
IT Support Technician I: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.IT Support Technician II: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, to install and support desktop software and to provide setup, troubleshooting, repair and maintenance of computer and multimedia equipment and related software.IT Support Technician III:The purpose of this class is to provide a high level of helpdesk contact center technical support to faculty, staff and students in a professional and courteous manner, to install and support desktop and client software and to provide setup, troubleshooting, repair and maintenance of computer and multimedia equipment and related software.Minimum Requirements
IT Support Technician I: $45,682 - 51,416
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 preferred. Department may designate certifications required within six months of hire.
IT Support Technician II: $50,248 = 56,554
Associate's Degree and three years related experience; knowledge of and familiarity with supporting assorted computer software, hardware and multi-media equipment and ability to troubleshoot and prioritize technical problems;
One professional or technical certification (HDI Customer Service Representative, HDI Support Center Analyst, HDI Desktop Support Technician, HDI ITIL Foundation, CompTIA A+, CompTIA Net+, MS MCDST, or MS SCCM). Help Desk Institute (HDI) Customer Service Representative Certification will be required within six months of hire.
IT Support Technician III: $55,263-62,200
Associate's Degree and four years related experience; knowledge of and familiarity with supporting assorted computer software, hardware and multi-media equipment and ability to troubleshoot and prioritize technical problems; Help Desk Institute (HDI) Customer Service Representative Certification required, certification may be acquired within 6 months of employment. One other technical certification required such as CompTIA (e.g. A+, Net+) Infocomm CTS, or Microsoft certifications (e.g. MCSA, MCSE)Best consideration date is May 31, 2024Class Specific Essential Duties
IT Support Technician I: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.Assist with setup and operation of media programs, seminars, board meetings, and any other special events that occur on or off campus.Assist with tracking and update of hardware and software asset inventory.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.
IT Support Technician II: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.Assist with setup and operation of media programs, seminars, board meetings and any other special events that occur on or off campus.Assist with tracking and updating of hardware and software asset inventory.Coordinate outsourced hardware repairs.Setup and provide basic support for desktop and client software.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.
IT Support Technician III: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.Assist with setup and onsite support of media programs, seminars, board meetings and any other special events that occur on or off campus.Assist with tracking and updating of hardware and software asset inventory.Coordinate outsourced hardware repairs.Provide advanced installation and support for desktop and client software. Image computers using prevailing software; clean malware and recover/re-image systems as needed.Train other Help Desk Analysts, as needed.Assist in planning and implementing upgrades, replacements and special projects.Provide network administration and support.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.Position Specific Essential Duties
IT Support Technician I: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).Assist Tier II and Tier III to support special project implementations.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.
IT Support Technician II:
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).Assist Tier II and Tier III to support special project implementations.Assist in upgrades and rollouts of computer and or media equipment and install and maintain computer labs. Provide ongoing maintenance for smart classrooms. Install desktop software using deployment console. Set up IP printing. Set up email (Outlook) client on desktops.Schedule and set up web video conferences and/or conference calls.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.
IT Support Technician III:
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).Assist Tier II and Tier III to support special project implementations.Assist in upgrades and rollouts of computer and or media equipment and install and maintain computer labs. Provide ongoing maintenance for smart classrooms. Install desktop software using deployment console. Set up IP printing. Set up email (Outlook) client on desktops.Schedule and set up web video conferences and/or conference calls.Work with Tier II to create computer deployment images.Package and install client software for server based applications and maintain client software licenses.Perform Active Directory maintenance tasks.
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.
CCBC Full Time Benefits At A Glance
BENEFIT
SUMMARY Health and Medical
CIGNA
Cigna Open Access Plus (OAP)Cigna Open Access Plus In Network (OAPIN)
KaiserPrescription Drug Benefits:
For CIGNA Plans - included in Cigna Plan Medical PremiumsKaiser - included in Kaiser Medical PremiumMental HealthEmotional, drug/alcohol abuse treatment, both inpatient and outpatient, provided when pre-approved. Premium included in medical care plan.
Dental Benefits
CareFirst Blue Cross/Blue Shield Regional TraditionalCareFirst Blue Cross/Blue Shield Regional PreferredVision Benefits
NVAFlexible Spending Accounts
Benefit Strategies Health Spending Account $2,600Benefit Strategies Dependent Care (children under 13 and elder care) $5,000Financial Term Life Insurance: MetLife
Employee Basic Life Insurance is 1 times your salary with a minimum of $50,000 (90/10)Employee Supplemental Life Insurance is available in multiples of $10,000 with a maximum of $200,000. Supplemental Term Life Insurance is available for spouse (increments of $10,000 to a maximum of 50% of employee combined basic and supplemental amount) and dependents ($10,000). Supplemental Term Life Insurance is 100% employee paid.Permanent Whole Life Insurance: Unum
Permanent Whole Life Insurance with Optional Long Term Care rider available through Unum. Available to full-time employees, part-time associates, and adjunct faculty.Spouse and dependent coverage available. Permanent Whole Life Insurance accrues cash value, premiums will not increase, and coverage will not decrease. Permanent Whole Life Insurance is 100% employee paid.Accidental Death & Dismemberment: The HartfordIndividual or Family Coverage. Employee pays a rate in multiples of $10,000 to a maximum of $300,000.
Long-Term DisabilityPlan pays 60% of gross monthly salary after 90 consecutive days of absence. Employee pays 100% of premium.
Retirement Plans
Maryland State Teacher's Pension System (7% contributory)Optional Retirement Plan (non-contributory)Baltimore County Employees' Retirement System (7% contributory)Supplemental (Retirement Annuities) 403(b) and 457(b)
Tax-sheltered annuities - 403(b). Payroll salary reduction authorization is needed. The form is available on SharePoint Forms/Human Resources Forms.The 403(b) supplemental retirement plan is available to all CCBC employees (Adjunct Faculty, Part Time Associates and Full Time employees).Roth 403(b) is a savings feature that is available when you open a 403(b) account. The Roth 403(b) savings feature allows employees to contribute after-tax dollars and then withdraw tax-free dollars from their account upon retirement. The Roth 403(b) savings feature is only offered by the following vendors: TIAA-CREF and VOYA Financial Advisors, Inc. Adjunct Faculty, Part Time Associates and Full Time employees are eligible to save for retirement using the Roth 403(b) savings feature. Employees may contribute traditional pre-tax 403(b) dollars and Roth 403(b) post-tax dollars simultaneously. The savings limits are combined for the Traditional 403(b) and the Roth 403(b) contributions.Deferred Compensation Plan - 457(b) offered through VOYA Financial Advisors, Inc. The 457(b) salary reduction authorization form is needed. The form is available on SharePoint Forms/Human Resources Forms.Legal ServicesLegal Resources is a pre-paid legal voluntary benefit for advice, consultation and representation for commonly used legal services.
Credit UnionFirst Financial Federal Credit Union membership available to employees.
Direct DepositIt's convenient, safe, reliable and saves time. No waiting for your check on payday. The money is already in your account, whether you are at work or on vacation. Mandatory payroll direct deposit allows employees the control and flexibility of directing their pay to different accounts at any bank, in any location.Work and Family Employee Assistance Program (EAP): Cigna BehavioralFree personal advocates assisting you and any household member to resolve any issues.
Paid Leave BenefitsAcademic, Bereavement, Sick and Safe Leave, Jury Duty, Religious Holidays, Military Leave, Sabbatical, Personal, Vacation, and Holidays.
Tuition AssistanceEligible full-time employees may qualify for waiver or reimbursement programs. Spouses and legal dependents up to age 22 are eligible for reimbursement with proof of successful completion and a C or better grade. Employee's eligible for Tuition Assistance become eligible for the external Tuition reimbursement program the first semester after one calendar year of employment. Eligibility for waiver or reimbursement for CCBC courses begins after the completion of a 90 day probation for public safety and classified employees.
Academic Cash AwardClassified employees are eligible for a lump sum award of $500 for completion of an unduplicated college degree.
McDaniel College's Educator's Legacy Scholarship ProgramCCBC is proud to offer an exciting new benefit to all benefits-eligible employees! Read more »McDaniel College has extended its Educator's Legacy Scholarship (ELS) program to CCBC benefits-eligible employees. CCBC is among the inaugural community college partners.
Children of ANY current full-time benefits-eligible CCBC employee with at least four years of continuous full-time employment are eligible to receive a scholarship valued at up to $100,000 over four (4) years.
The scholarship will first take effect in the fall semester. The CCBC Employee Benefits Team will provide verification of employment. Excellent teaching is McDaniel College's priority and its legacy. The College's expert faculty-mentors empower students to achieve their personal best, and many graduates go on to become top K-12 educators.
Since 2010, four of McDaniel's graduates were named state Teachers of the Year, including the 2011 National Teacher of the Year Michelle Shearer. McDaniel is ranked among Money Magazine's 50 Best Liberal Arts Colleges and offers more than 70 undergraduate programs of study. The personalized curriculum and student-faculty collaboration develop the unique potential in every student. McDaniel College welcomes the sons and daughters of CCBC employees!
Mandated Federal BenefitsWorkers' Compensation, Unemployment Insurance, Social Security.
For Your Convenience
ATM machines are available at each of the main campusesCheck cashing with appropriate IDFree ParkingAccess to weight lifting facilities, swimming pool and library