IT Specialist I/Helpdesk

IT Specialist I/Helpdesk

Salary

$47,000.00 - $52,000.00 Annually

Location

Main Campus (Liberty Heights)

Job Type

Full-Time Staff

Job Number

202500205

Department

Information Technology Services

Opening Date

09/10/2026

FLSA

Non-Exempt

Bargaining Unit

NE

• Description
• Benefits

About Baltimore City Community College

Founded in 1947, Baltimore City Community College (BCCC) is comprehensive, urban institution accredited by the Middle States Commission on Higher Education. The College's campus is located in West Baltimore and courses are offered throughout the City. With its broad range of degree, certificate, and continuing education programs, affordable tuition, and extensive outreach, BCCC offers educational opportunities to the citizens of Baltimore City and throughout the state of Maryland. BCCC serves over 7,500* students annually, providing credits that transfer to four-year colleges and universities as well as workforce training leading directly to job placement. The College is proud of the fact that over 50 nations are represented within the student body.

• Based on the annual unduplicated credit and non-credit headcount for FY 2023.

Description/Job Summary

Baltimore City Community College is constantly blending the use of information technology into the everyday functions throughout the College. Therefore, the Information Technology Services (ITS) Client Services Group (IT Helpdesk) is committed to meeting our clients' needs and fulfilling the mission of the College.

As a member of the Client Services Group, this position serves as the first line of connection when our client has a technical issue and therefore provides first level technical assistance and support for all technical needs.

The IT Specialist I Helpdesk position responds to, coordinates and resolves IT Helpdesk problem calls for campus, administrative, and off-campus instructional technology requests. IT Specialist I technicians provide front-line computer technical support, troubleshoot equipment problems, resolve and/or recommend further action. Provide support/user assistance with computer equipment/software, as well as instructional support including laptop/desktop computers with college supported software and computer projection devices. Employees may be assigned to various parts of the institution and to assist in other areas of the college providing helpdesk support.

Responsibilities/Duties

• Respond to clients' telephone calls and email requests for service in a timely manner, researching issues and resolving each interaction to ensure customer satisfaction.
• Troubleshoot and manage hardware, software or network problems, to include A/V, voice, data, hardware and or software issues.
• Answer helpdesk calls and provide desktop support over the phone and in-person.
• Provide clients with appropriate forms to complete service-related requests for compliance regulations.
• Enter, assign, and track helpdesk tickets in the system.
• Perform routine upgrades on computer workstations, software and associated peripherals.
• Coordinate hardware and software repairs with vendors, as needed.
• Attend software training classes and participates in delivery of training as required to maintain current knowledge of administrative software.
• Enter solutions for all service tickets into the helpdesk software application for inclusion in the knowledgebase.
• Install/modify/upgrade/troubleshoot computer workstations' hardware and software, including connecting hardware to the network, installing software, transferring data and testing.
• Help maintain accurate hardware and software inventories.
• Provide feedback to management on ways to increase efficiency, reduce costs, and improve services.
• Setup and troubleshoot mobile devices such as smartphones, tablets, etc.
• Work as a team player and display a positive attitude, especially when communicating with clients.
• Create Helpdesk reports weekly and monthly.
• Identify, research, and resolve IT technical problems. Assist Tier II to setup and configure computers.
• Assist with Audio/Visual needs to include delivering smart stations to classrooms, installing and configuring.
• Troubleshoot remote access issues.
• Track IT inventory.
• Perform related duties as assigned.

Required Qualifications

Education:

• Associate's degree in an Information Technology related discipline

Experience:

• One (1) year in the information technology field or experience working in a helpdesk / IT environment.
• Knowledge of computer operations and troubleshooting, to include Windows 10 / 11

Position-Specific Requirements:

• This position requires a background check.
• The position may encounter sensitive information. As such, confidentiality and integrity are essential to ensuring that employees and students have access only to systems and information required to perform successfully.
• This position may be assigned duties which require the operation of a motor vehicle. If assigned such duties, the position will be required to possess a motor vehicle operators license valid in the State of Maryland.

Work Environment:

This position typically works indoors in a standard IT 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. The position requires local travel in order to perform duties at all of the College's campuses. Work hours will be staggered to accommodate onsite support from 7:00 a.m. to 7:00 p.m. and includes Saturdays. Additionally, as operational needs dictate, some late evenings and weekend hours are required.

Physical Demands:

The work entails sitting, standing, walking, bending, stooping, reaching, and lifting to 50 lbs. Work requires eye-hand coordination, manual dexterity, near vision acuity, and the ability to see and read printed material and computer screens. Duties involve oral, written, electronic and telephonic communication; typing; and lifting and transporting supplies/materials. The position is regularly required to handle mobile phone and telephone equipment. Duties involving travel require the operation of a motor vehicle.

Preferred Qualifications

• Bachelor's degree in an Information Technology related discipline
• Three (3 )years in the information technology field or experience working in a helpdesk environment.
• Experience working on a helpdesk Desktop Image Creation and Deployment
• Remote Control Applications
• Network knowledge and experience with IP Addressing, Domains, Work Groups, Active Directory, and Permissions Virtual Desktop Imaging & Deployment
• Mobile Management Hardware Encryption
• Certification and or training and experience in at least 2 of the following:
• MCITP -Microsoft Certified IT Professional (for Win 10) MCDST -Microsoft Certified Desktop Support Technician Comp TIA A+ or Comp TIA Network+
• SCCM experience inclusive of OS Deployment and Application installation SharePoint

Knowledge, Skills, & Abilities

• Knowledge of the principles and methods of exceptional customer service.
• Proficiency in Microsoft Outlook, Word, Excel, PowerPoint, Access; Microsoft Edge; Microsoft Chrome, Acrobat; and other Microsoft Office applications such as MS Project, MS Visio, etc.
• Knowledge of PC and Mac desktop hardware and software.
• Knowledge of Windows 10 and Windows 11 Operating Systems Ability to add network printers, scanners, copiers, etc.
• Knowledge of networking technologies and protocols: Active Directory, DNS, DHCP, HTTPS, SFTP, and TCP/IP. Ability to deploy software through the SMS or SCCM utilities.
• Knowledge of WSUS and patch management.
• Knowledge of data encryption, laptop encryption and tracking software, etc. The ability to create images using a utility such as Acronis, Ghost, etc.
• Knowledge and experience using wireless devices, mobile devices and securing them on networks. Knowledge of VPN client configuration.

BCCC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, protected veteran status, genetic information, or any other basis protected by law.

BCCC is committed to providing a workplace free from discrimination or harassment. We expect every member of the BCCC community to do their part to cultivate and maintain an environment where everyone has the opportunity to feel included and is afforded the respect and dignity they deserve.

Decisions related to hiring, compensating, training, evaluating performance, or terminating are made fairly. We examine our unconscious biases and take responsibility for always striving to create an inclusive environment that makes every employee and candidate feel welcome

Online applications are stored on a secure site. Only authorized employees and hiring authorities have access to the information submitted.

It is important that your application show all the relevant education and experience you possess. Applications may be rejected if incomplete.

To request an accommodation during the application or interview process, please email

hr@bccc.edu.

For technical assistance, please contact NEOEDs Applicant Support Line at 855-524-5627 or Email: support@governmentjobs.com if your needing help with your online applicant account. Applicant Support is available between 6 a.m. - 5 p.m. Pacific Time, Monday through Friday.

BCCC is the only community college in Baltimore City, one of 16 community colleges in Maryland, and both a higher education institution and a State of Maryland agency.

As a state agency, the College is able to offer full-time, permanent PIN employees a host of benefits including a competitive salary and tuition remission. New College PIN employees will be invited to discuss benefit options with a personnel officers.

Benefits extended to all full-time PIN employees are as follows.

(Click on medical and retirement plans for more detailed information)

• State of Maryland health plans: (PPO, EPO, and/or HMO medical plans), vision and dental plans (PPO or DHMO)

• Retirement Plans: include the State Employees' Pension, Teachers Pension Systems, Optional Retirement Programs (ORP) and the Law Enforcement Officer Pension System.

• Supplemental Retirement Plans - 401(k), 403(b) and 457

• Leave: 22 days of Annual Leave, 15 days of Sick Leave, 3 Personal Leave days, Leave Bank membership opportunities, 9 Holidays and a Winter Holiday break (5 days) observed between the Christmas and New Years Day holidays

• Tuition Remission to institutions within the University System of Maryland (USM)

• Professional Development opportunities

To learn more details, visit our benefits page.

Employer Baltimore City Community College (MD)

Address 2901 Liberty Heights Avenue

Baltimore, Maryland, 21215

Website https://www.bccc.edu/