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Service Desk Analyst, Level 2

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Posting Details

Posting Details

Position Number: 106457
Title: IT Coordinator
Functional Title: Service Desk Analyst, Level 2
Category Status: 33-Exempt Regular
Applicant Search Category: Staff
University Authorized FTE: 1
Unit: DIT-ATI-Community Support & Outreach
Campus/College Information:

Founded in 1856, University of Maryland, College Park is the flagship institution in the University System of Maryland. Our 1,250-acre College Park campus is just minutes away from Washington, D.C., and the nexus of the nation’s legislative, executive, and judicial centers of power. This unique proximity to business and technology leaders, federal departments and agencies, and a myriad of research entities, embassies, think tanks, cultural centers, and non-profit organizations is simply unparalleled. Synergistic opportunities for our faculty and students abound and are virtually limitless in the nation’s capital and surrounding areas. The University is committed to attracting and retaining outstanding and diverse faculty and staff that will enhance our stature of preeminence in our three missions of teaching, scholarship, and full engagement in our community, the state of Maryland, and in the world.

Position Summary/Purpose of Position:

The Service Desk IT Coordinator will provide direct level-2 end-user assistance to the customers of the Division of IT Service Desk at McKeldin Library (Terrapin Tech). Terrapin Tech provides walk-in IT support to the faculty, staff, and students of the University. Support includes assistance with the Windows, Apple, and GNU/Linux operating systems, mobile devices, standard productivity applications, the Internet, networking, and a wide range of University academic and administrative applications. Support also includes full diagnosis, analysis and repair of hardware and operating system failures.
In addition to direct end-user assistance the IT Coordinator will be responsible for the hiring, training, and scheduling of all student employees as well as the other administrative tasks. This position is also responsible for keeping abreast of the latest support and technology trends, researching and resolving difficult technology support requests, producing user documentation and reviewing, refining and improving support processes and procedures.

Minimum Qualifications:

Bachelor’s degree or an equivalent combination of education and experience.
(4 years experience/education)

1 year of relevant experience.


IT technical support experience preferred.
CompTIA A+
Apple Certified Mac Technician (ACMT)
Knowledge of at least two of the major computing platforms supported (Windows, Apple, Linux, iOS, Android) is preferred.
Strong writing and verbal communication skills. Strong customer service skills
Effective problem solving skills.
Excellent time management skills
Able to work concurrently on multiple projects, adjust to occasional changes in priorities, and respond quickly and effectively in emergency situations.
Must be able to instruct, direct, assist, guide, and share information with both technical and non-technical personnel alike
Experience with a Lenovo or Dell ASP preferred.

Additional Certifications:

Apple Support certification is a plus.
Microsoft Certified Solutions Expert (MCSE), or Cisco Certified Network Associate (CCNA) certification is a plus.

Additional Information:
Posting Date: 08/24/2017
Closing Date:
Open Until Filled Yes
Best Consideration Date 09/07/2017
Physical Demands

This position requires the ability to lift computer equipment, stand for long periods of time, occasionally travel across campus to different locations and to operate a motor vehicle.

Diversity Statement:

The University of Maryland, College Park, an equal opportunity/affirmative action employer, complies with all applicable federal and state laws and regulations regarding nondiscrimination and affirmative action; all qualified applicants will receive consideration for employment. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, religion, sex, national origin, physical or mental disability, protected veteran status, age, gender identity or expression, sexual orientation, creed, marital status, political affiliation, personal appearance, or on the basis of rights secured by the First Amendment, in all aspects of employment, educational programs and activities, and admissions.

Applicant Documents

Required Documents
  1. Resume
  2. Cover Letter
Optional Documents
  1. List of References (no emails sent from system)

Posting Specific Questions

Required fields are indicated with an asterisk (*).

  1. * How did you hear about this position?
    • UMD Job Site
    • Personal Referral
    • Washington Post
    • Baltimore Sun
    • Local Publication
    • Chronicle of Higher Education
    • Inside Higher Education
    • INDEED
    • HERC
    • Hispanic Outlook
    • Diverse Jobs
    • HigherEdJobs
    • Professional Journal
    • Listserv
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