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Helpdesk Specialist Lead

Baltimore City Community College

Job Title: Helpdesk Specialist Lead
Job Location: Baltimore , MD
United States
Status: Part-Time/Adjunct/Online
Job Category: Other Administrative Positions
Computer services, info technology
Application Closing Date: Open Until Filled
Date Posted: 2018-11-13
Industry: Academic/Education

Job Description


Helpdesk Specialist Lead
Baltimore City Community College

About Baltimore City Community College

Founded in 1947, Baltimore City Community College (BCCC) is a comprehensive, urban institution accredited by the Middle States Commission on Higher Education. The College’s campus is located in West Baltimore; the institution also has several satellite locations throughout the city. With its broad range of degree and certificate programs, affordable tuition, and extensive outreach, BCCC offers educational opportunities to the citizens of Baltimore City and throughout the state of Maryland. BCCC serves more than 15,000* 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 100** nations are represented within the student body.

* Based on annual unduplicated credit and non-credit headcount for FY 2016. **Based on fall 2015 credit enrollment.

Description/Job Summary

 A Helpdesk Specialist Lead is responsible for:
  • Assist with entering, assigning, and tracking helpdesk tickets in the system;
  •  Respond to clients requests for service in a timely manner, research issues and resolve each interaction with customer satisfaction; 
  • Provide phone support to students, faculty, and staff for technical issues or escalate incidents and service request to the appropriate queues for processing; \
  • Provide front-line support for incidents that are Severity I, notify management of the issue and work with all groups in IT to ensure that communication is provided in a timely manner, as well as, updates;
  • Enter solutions for all tickets in Dispatch that has been resolved for inclusion in the knowledge base;
  • Create Service Desk Reports weekly for the director 
  • Represent the Director of Client Services by attending specific meetings when the director is absent and providing reports to him/her upon their return to the office. 

Job Requirements

Minimum Qualifications:
  • An Associate Degree in information technology-related discipline 
  • 3 years in the information technology field or experience working in a helpdesk environment.
  • 5 years working with Microsoft Word, Excel and Access at an intermediate to advance level.
  •  Good communications skills – oral and written.
  •  Certification and or training and experience in at least 2 of the following
    • ITIL  Foundation
    •  Microsoft Certified Desktop Support Technician
    • Comp TIA A+ or Comp TIA Network+
Preferred Qualifications:
  • Bachelor’s degree in an information technology-related discipline
  • 5 years in the information technology field or experience working on a helpdesk
  • Experience with Microsoft Word, Excel, Access, at an advance level
  • Experience with Crystal Reports
  • Experience with Remote Control Applications
  • Network knowledge and experience with IP Addressing, Domains, Work Groups, Active Directory, and Permissions 
  • Experience with Mobile Management
  • Experience with Hardware Encryption

Information and Application Process Instructions

Why Work at BCCC?

Baltimore City Community College (BCCC) is a crossroads of diverse peoples, of learning and work, and the multiplicity of stakeholders we serve: individuals, businesses, government and educational institutions of the community at large.

Our employees enjoy a collegial environment that is both challenging and welcoming. We stay innovative as we strive to be the leader in providing quality education that responds to and meets the needs of a diverse population of learners. Students come here to change their lives through education.

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.

Applications: Please apply online.

Explore this and other current employment opportunities at BCCC by visiting the search openings listed at Baltimore City Community College jobs

When inquiring or applying for this position, please reference AcademicCareers.com

Applicants with dual-career considerations can find university jobs such as professor jobs, dean jobs, chair / department head jobs, and other faculty jobs and employment opportunities within Baltimore City Community College and at other institutions of higher education in the region on www.AcademicCareers.com

To obtain more information or to submit your resume you can contact Human Resources Department as shown below. If you apply for this position, please say you saw it first on www.AcademicCareers.com. Thank you.

Human Resources Department
Please Apply as Included Above


Description of and other job listings for Baltimore City Community College


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