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Graduate Assistant - Service Desk Analyst

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Posting Details

Posting Details

Position Number: 08261017
Title: Graduate Assistant
Functional Title: Graduate Assistant - Service Desk Analyst
Category Status: 04-Graduate Assistant
Applicant Search Category: Graduate Assistant
University Authorized FTE:
Unit: DIT-ATI-Community Support & Outreach
Hiring Range Minimum:
Hiring Range Maximum:
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 Division of Information Technology seeks a graduate assistant to assist the director of Community Support & Outreach with the operations of a customer support desk, specifically in the area of academic systems. Duties include, but are not limited to:
1. Assist with development and tracking of Key Performance Indicators.
2. Collate data and perform relevant calculations for Service Desk scorecards.
3. Create internal and public documentation
4. Test new technologies and systems as needed
5. Provide ELMS (Canvas) and EMT support as needed.
6. Troubleshoot problems involving supported systems and services.
7. Carry out quality assurance assessments.

Minimum Qualifications:

The successful candidate must:
-Be enrolled in a graduate program at the University of Maryland, College Park
-Possess excellent communication skills to interact effectively with faculty, staff and students in person, in e-mail and over the phone;
-Have a personable demeanor and interpersonal skills to deal with all types of situations;
-Be able to work independently and under pressure;
-Be punctual and accountable


Enrolled in courses focused on business process improvement and business strategy or information management; possess experience in a customer service/customer support environment; intermediate to advanced skills using Windows or Apple operating systems; completed two statistics courses or possess equivalent statistic calculation experience.

Additional Certifications:
Additional Information:

When applying, please include a resume and cover letter. Candidates may also include an optional list of references and a writing sample.

Posting Date: 08/25/2017
Closing Date:
Open Until Filled Yes
Best Consideration Date 09/08/2017
Physical Demands

This position requires the ability to lift computer equipment, 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)
  2. Writing Sample 1

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
    • Other
    • SimplyHired
    • CareerBliss
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