Service Desk Technician

Position Summary

Title: Service Desk Technician

Department: Technology Support Services

Campus

Location:

Arnold/Main Campus

Salary Range: $23.98 - $29.97

Work Mode: This position requires regular in‑person presence on campus and at alternative locations, depending on class schedule and other assigned duties.

Hours Per Week: 40

Position Type: Full‑Time Staff, Non‑Exempt

The Service Desk Technician’s role is to ensure proper technology services so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end‑user help requests and escalating incidents when considered appropriate and necessary to maintain service level expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in‑person, hands‑on help.

Information and Instructional Technology team members must be dedicated to fostering a culture of excellence. Successful candidates will help IIT build our culture by enabling frictionless service, valuing feedback, and embracing continuous improvement and learning. To support this foundation, IIT has established five pillars.

Our Characteristics of Excellence are the guiding principles of our Division, empowering our teams to deliver exceptional results and drive success. Successful candidates will treat people with respect, dignity, and fairness, consistently delivering quality results and following through on commitments and responsibilities. They will cultivate teamwork and collaboration, embrace opportunities for improvement and innovation, and maintain open and honest communication with integrity.

Additionally, they will appreciate the value of simple, efficient solutions, recognize the importance of building positive relationships, and respect others’ time.

Anne Arundel Community College (AACC) is committed to enriching the educational experience it offers through the diversity of its faculty, administrators, and staff members. The college seeks to recruit and support a broadly diverse team who will contribute to the college’s excellence, diversity of viewpoints and experiences, embrace concepts of equity and inclusiveness, and support the equal rights of all people by advancing the understanding and appreciation of differences including age, race, gender, ability, religious convictions, socio‑economic status, ethnic heritage, or sexual orientation.

While we appreciate your interest in employment with Anne Arundel Community College, applicants must be currently authorized to work in the U.S. on a full‑time basis. Employment‑based visa sponsorship (including H‑1B sponsorship) is not available for any position.

Pay dates occur on the 7th and 22nd of each month. If those dates fall on a weekend, the pay date occurs on the Friday prior to the 7th and 22nd. As an employee of the college, you are eligible for a comprehensive benefits package.

In the best interest of the College, only individuals who are residents of Maryland or one of the following states will be eligible for employment at the college:

Delaware, Pennsylvania, Virginia, West Virginia or the District of Columbia. The college will annually review this restriction and, if appropriate, expand the list of states of employment eligibility.

Job Duties And Responsibilities

• Provides first contact support of incoming requests to the service desk (via various communication channels such as telephone, email, in‑person and web portal) to ensure courteous, timely and effective resolution of end‑user issues.
• Builds rapport and elicits request details from service desk customers.
• Prioritizes incidents and service requests according to defined processes to meet service levels.
• Escalates incidents and requests with accurate documentation to suitable technicians (or teams), when required.
• Records, tracks, and documents the service desk incident‑solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Reviews tickets for accuracy.
• Uses remote tools and diagnostic utilities to aid in troubleshooting.
• Researches solutions through internal and external knowledge…