Position Description
UNIVERSITY OF MARYLAND LIBRARIES
TITLE:User Services Technician (#102638, #102779)
CATEGORY:
Exempt Staff, Full-Time, Permanent
DIVISION:
Information Technology Division
Position Summary:
Support all aspects of User Services team responsibilities including customer service/help desk functions, and support for workstations in a networked environment
Organizational Characteristics:Reports to the Manager of User Services. Serves as a member of the User Services team within the Information Technology Division (ITD) of the University of Maryland Libraries supporting the libraries of the University System of Maryland and Affiliated Institutions (USMAI). Collaborate with other ITD units/teams with particular emphasis to Windows server system administrators. Provides technical guidance and leadership to student technicians.
Principle Accountabilities:- Provide IT services and support for workstations in a networked client/server environment. In accordance with ITD policies and procedures configure, test and implement workstation hardware, operating system, and application software installations, security upgrades and system migrations. Create scripts and use server tools such as SMS to implement the aforementioned functions. Analyze, resolve and document problems as assigned by the ITD Help Desk.
- Serve at the ITD Help Desk. Participate in the creation and maintenance of technical and customer service documentation, as well as administrative functions including but not limited to inventory control.
- Research and create technical specifications for hardware and software procurements
- Keep apprised of new technologies and solutions.
- Participate in Library-wide and campus-wide committees and teams.
Interations:
- Serves as technical consultant to Libraries staff.
- Business contact OIT and other IT units on campus.
- Provides technical leadership to student technicians.
- Serve as technical liaison with hardware and software vendors.
Physical Working Conditions: Ability to walk across campus carrying up to 10lbs. Ability to crawl under tables and desks. Ability to lift 50lbs. Drivers license.
MINIMUM QUALIFICATIONS:
Required: Bachelor's degree and 3 or more years experience in IT.
Expertise in microcomputer hardware, Windows and Mac operating systems, Windows server tools and utilities, client/server environments, telecommunications and networking (Ethernet and IP), IT security, problem management processes, customer service.
