Desktop Support Management Specialist

Job Posting:

JR101042 Desktop Support Management Specialist (Open)Department:

Enterprise Support Services, PMPosition Type:

RegularOpen Date:

05-16-2025Close Date:

$78,915-$100,149

Job Description:

DUTIES:

Oversee the daily performance of computer systems, including day-to-day desktop support operations, configuration, installation, and maintenance of all asset-tagged hardware and software, managing, and training staff, developing new policies and procedures, resolving any issues that arise with hardware or software, incident management, and service request fulfillment.

Responsible for providing strong technical experience in providing technical solutions and support to hardware, software, and operating systems in a networked environment including Windows OS and macOS, which encompasses desktop applications, browsers, printers, telecommunications, and video

Work independently and communicate work assignments to team members

Hire, supervise, and direct workers engaged in providing Tier 2 advanced technical support services

Initiate and execute projects, including planning, monitoring progress, and reporting to senior management on the status

Update and maintain images for desktops, laptops, and thin clients

Security configurations and settings for Windows and Mac clients

Printer configuration and support for Windows and Macs

Software upgrade and installation for Windows and Macs

Network services troubleshooting and connectivity, including wireless

Patch workstations with critical updates and latest antivirus definitions as well as other areas in network security

Manage customer issues and customer escalations, providing proper communications internally and externally throughout the process, and following up on customer complaints

Coordinate technology refresh projects with the IT Support Services Director

Maintain a standard for sanitizing and erasing storage devices marked for disposal

Oversee the regular and scheduled maintenance for all computer devices, including labs and classrooms.

Conduct research into PC and software issues and products as required

Work with internal IT teams to address critical customer needs and concerns, and system issues, and prepare communication to customers

Create or revise SOPs to achieve operational efficiency

Work on multiple projects/priorities in a deadline driven environment

Use online resources, including KB articles and forums, for troubleshooting

Initiate new projects and create planning documents, communication plans and multiple status reports

Other duties as assigned within area of responsibility

REQUIREMENTS: Bachelor's degree or foreign equivalent degree in Computer Science, IT or related field. 4 years of experience in any position that supports PC hardware and software systems.

Other Required Skills/Experiences:

3 years of experience with Mac OSX and Windows administration and desktop support

3 years of experience with desktop operating systems, including Windows, VMWare, macOS

3 years of application support experience for Microsoft Office 365, Adobe, JAMF, Tanium, VPN, OneNote, Windows OS, macOS, iOS, MS Teams, and Zoom

3 years of experience supporting client configuration, administration, and network access in Microsoft server environments

Demonstrated knowledge of:

project management concepts (initiating new projects, creating planning documents, communication plans, and multiple status reports)

basic computer hardware, including Dell computers and laptops, printers, and mobile devices

Knowledge may be demonstrated through education, training and/or experience.

Hybrid position: up to 2 days per week remote work permitted.

Additional Job Information:

Benefits include medical, dental, prescription, long-term disability, accidental death and dismemberment insurance and life insurance; paid time for paid sick leave, annual leave, and personal leave; 12 paid holidays per year, tuition remission; employer-funded pension and supplemental retirement accounts.

Bowie State University shall not discriminate against any individual on the basis of race, color, religion, age, ancestry or national origin, sex, sexual orientation, disability, marital status or veteran status. All policies, programs, and activities of Bowie State University are and shall be in conformity with all pertinent Federal and state laws of nondiscrimination including, but not limited to: Title VII of the Civil Rights Act of 1964, as amended, Title IX of the Education Amendments of 1972, the Equal Pay Act of 1963, the Age Discrimination Act, Sections 503 and 504 of the Rehabilitation Act of 1973, the Americans with Disabilities Act of 1990, Federal Executive Order No. 11375, and Article 49B of the Annotated Code of Maryland. This commitment applies in all areas and embraces faculty, staff, and students.

Equal opportunity of access to academic and related programs shall be extended to all persons. Bowie State University shall have as its firm objective equal opportunity in recruitment and hiring, rate of pay, all other promotions, training, retention and dismissals, for all employees and applicants for employment. The University will stress equal access for employees and applicants for employment to all programs and services provided by the University both on and off campus. The University will also provide equal opportunity and an atmosphere of nondiscrimination with respect to women and members of minority groups in all its operations. In addition, the University shall promote equal opportunity and equal treatment through a positive and continuing Affirmative Action Program.

The University makes, and will continue to make, reasonable accommodations to promote the employment of qualified individuals with disabilities and disabled veterans, unless such accommodations would impose an undue hardship on the University's business.

In addition, employees and applicants will not be subjected to harassment, intimidation, threats, coercion, or discrimination because they have engaged in, or may have engaged in, activities such as filing a complaint, assisting or participating in an investigation, compliance review or hearing, or opposing any act or practice made unlawful, or exercising any other right protected by Section 503 of the Rehabilitation Act of 1973, as amended or the Vietnam Era Veterans Readjustment Assistance Act of 1974, as amended.

Bowie State University shall not discriminate against any individual on the basis of race, color, religion, age, ancestry or national origin, sex, sexual orientation, disability, marital status or veteran status. All policies, programs, and activities of Bowie State University are and shall be in conformity with all pertinent Federal and state laws of nondiscrimination including, but not limited to: Title VII of the Civil Rights Act of 1964, as amended, Title IX of the Education Amendments of 1972, the Equal Pay Act of 1963, the Age Discrimination Act, Sections 503 and 504 of the Rehabilitation Act of 1973, the Americans with Disabilities Act of 1990, Federal Executive Order No. 11375, and Article 49B of the Annotated Code of Maryland. This commitment applies in all areas and embraces faculty, staff, and students.

Equal opportunity of access to academic and related programs shall be extended to all persons. Bowie State University shall have as its firm objective equal opportunity in recruitment and hiring, rate of pay, all other promotions, training, retention and dismissals, for all employees and applicants for employment. The University will stress equal access for employees and applicants for employment to all programs and services provided by the University both on and off campus. The University will also provide equal opportunity and an atmosphere of nondiscrimination with respect to women and members of minority groups in all its operations. In addition, the University shall promote equal opportunity and equal treatment through a positive and continuing Affirmative Action Program.

The University makes, and will continue to make, reasonable accommodations to promote the employment of qualified individuals with disabilities and disabled veterans, unless such accommodations would impose an undue hardship on the University's business.

In addition, employees and applicants will not be subjected to harassment, intimidation, threats, coercion, or discrimination because they have engaged in, or may have engaged in, activities such as filing a complaint, assisting or participating in an investigation, compliance review or hearing, or opposing any act or practice made unlawful, or exercising any other right protected by Section 503 of the Rehabilitation Act of 1973, as amended or the Vietnam Era Veterans Readjustment Assistance Act of 1974, as amended.