IT Specialist I/Helpdesk

Baltimore City Community College is seeking an IT Specialist I/Helpdesk to support campus users and instructional technology requests across multiple locations. In this onsite role in Baltimore, MD, you will serve as a first line of support by answering helpdesk calls and resolving issues involving hardware, software, and networking.

The position helps ensure students, faculty, and staff can access the systems and equipment needed to complete daily work and learning tasks, with an emphasis on troubleshooting, ticket tracking, and reliable customer service.

Key Responsibilities

• Respond to telephone calls and email requests for service in a timely manner by researching issues and resolving each interaction.
• Troubleshoot and manage hardware, software, and network problems, including A/V, voice, and data-related issues.
• Provide desktop support over the phone and in person, including helpdesk call handling.
• Provide clients with appropriate forms to complete service-related requests for compliance regulations.
• Enter, assign, and track helpdesk tickets in the service 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 participate in training delivery to stay current on administrative software.
• Document solutions in the helpdesk software application so results can be included in the knowledgebase.
• Install, modify, upgrade, and troubleshoot computer workstation hardware and software, including network connections, software installs, data transfers, and testing.
• Help maintain accurate hardware and software inventories and track IT inventory.
• Assist Tier II by supporting setup and configuration of computers.
• Set up and troubleshoot mobile devices such as smartphones and tablets.
• Support Audio/Visual needs, including delivering smart stations to classrooms and installing and configuring equipment.
• Troubleshoot remote access issues.
• Create helpdesk reports on a weekly and monthly basis.
• Provide feedback to management on ways to increase efficiency, reduce costs, and improve services.
• Work as a team member with a positive attitude, especially when communicating with clients.
• Perform related duties as assigned.

Required Qualifications

• Associate’s degree in an Information Technology related discipline.
• One (1) year of experience in the information technology field or experience working in a helpdesk or IT environment.
• Knowledge of computer operations and troubleshooting, including Windows 10 and Windows 11.
• Successful completion of a background check is required.
• Ability to handle sensitive information with confidentiality and integrity.
• May require operation of a motor vehicle for duties at college campuses; if assigned, must possess a motor vehicle operator’s license valid in the State of Maryland.

Technologies You’ll Work With

• Operating systems and productivity: Windows 10, Windows 11, Microsoft Outlook, Microsoft Word, Excel, PowerPoint, Access, Microsoft Edge, Microsoft Chrome, Acrobat, and Microsoft Office applications such as MS Project and MS Visio
• Infrastructure and networking: Active Directory, DNS, DHCP, HTTPS, SFTP, TCP/IP, IP addressing, domains, work groups
• Systems management and patching: SMS, SCCM, WSUS
• Imaging, backup, and encryption: Acronis, Ghost, hardware encryption, laptop encryption and tracking software
• Remote access and mobile/security tools: VPN client configuration, remote control applications, smartphones, tablets
• Supporting A/V and classroom equipment: A/V, smart stations

Work Environment and Schedule

• Typically works indoors in a standard IT environment.
• Highly diverse setting requiring strong cultural competence in interpersonal communications.
• Local travel is required to support duties at all college campuses.
• Work hours are staggered to provide onsite coverage from 7:00 a.m. to 7:00 p.m., including Saturdays.
• Some late evenings and weekend hours may be required based on operational needs.

Physical Demands

• Sitting, standing, walking, bending, stooping, reaching, and lifting up to 50 lbs.
• Requires eye-hand coordination, manual dexterity, near vision acuity, and the ability to read printed material and computer screens.
• Involves oral, written, electronic, and telephonic communication, typing, and lifting or transporting supplies/materials.
• Regular use of mobile phone and telephone equipment.
• Travel-related duties require the operation of a motor vehicle.

Salary: USD 18 to 22 per hour. Experience: 1 year minimum. Location: Baltimore, MD (onsite).