University of Maryland
IT Coordinator, Service Desk Level 2
CCNA
ITIL
Edtech.com's Summary
University of Maryland College Park (UMCP) is hiring an IT Coordinator, Service Desk Level 2. This role involves providing direct level 2 IT support to faculty, staff, and students by assisting with operating systems, productivity applications, networking, and various academic and administrative applications through multiple communication channels. The coordinator also coaches student employees, resolves complex technical issues, produces user documentation, and improves support processes while maintaining excellent customer relationships.
Highlights
- Provide level 2 end-user IT support via phone, walk-in, remote control, live chat, and email.
- Support Windows, Apple, Linux operating systems, productivity applications, networking, and university software.
- Coach and guide student employees and both technical and non-technical personnel.
- Research and resolve difficult technology support requests and produce user documentation.
- Review, refine, and improve support processes and procedures.
- Bachelor’s degree required with one year of professional IT experience; experience may substitute educational requirements up to four years.
- Preferences include CompTIA A+, ITIL certification, and HDI Customer Service Representative certification; MCSE, ACMT, or CCNA certifications are a plus.
- Salary range of $56,080 to $67,296.
- Position is essential and may require working during emergencies to maintain university services continuity.
- Department: DIT-BSS-Community Support & Outreach (CSO); No visa sponsorship or STEM OPT support provided.
IT Coordinator, Service Desk Level 2 Full Description
Job Description Summary
This position is available within the University of Maryland's Division of Information Technology (DIT).
Service Desk IT Coordinators provide direct level 2 end-user assistance to the customers of the Division of IT Service Desk. The Service Desk provides IT support to the faculty, staff, and students of the University, including assistance with the Windows, Apple, and Linux operating systems, standard productivity applications, the Internet, networking, and a wide range of University academic and administrative applications. Support is provided over the telephone, on a walk-in basis, by remote control and live chat and via email. Service Desk Level 2 Coordinators are responsible for all aspects of the customer relationship and strive for excellence in the customer experience. IT Coordinators coach student employees, keep abreast of the latest support and technology trends, research and resolve difficult technology support requests, produce user documentation and review, refine and improve support processes and procedures.
This position is considered essential and may be required to work at the normal work location or an alternative location during a major catastrophic event, weather emergency, or other operational emergency to help maintain the continuity of University services.
Physical Demands:
This position requires the ability to lift computer equipment, and occasionally travel across campus to different locations.
Service Desk IT Coordinators provide direct level 2 end-user assistance to the customers of the Division of IT Service Desk. The Service Desk provides IT support to the faculty, staff, and students of the University, including assistance with the Windows, Apple, and Linux operating systems, standard productivity applications, the Internet, networking, and a wide range of University academic and administrative applications. Support is provided over the telephone, on a walk-in basis, by remote control and live chat and via email. Service Desk Level 2 Coordinators are responsible for all aspects of the customer relationship and strive for excellence in the customer experience. IT Coordinators coach student employees, keep abreast of the latest support and technology trends, research and resolve difficult technology support requests, produce user documentation and review, refine and improve support processes and procedures.
This position is considered essential and may be required to work at the normal work location or an alternative location during a major catastrophic event, weather emergency, or other operational emergency to help maintain the continuity of University services.
Physical Demands:
This position requires the ability to lift computer equipment, and occasionally travel across campus to different locations.
Minimum Qualifications
Education: Bachelor's degree from an accredited college or university.
Experience: One (1) year of professional information technology experience.
Other: Additional work experience as defined above may be substituted on a year-for-year basis for up to four (4) years of the required education.
KNOWLEDGE, SKILLS, & ABILITIES:
Knowledge of supported computing platforms.
Knowledge of supported computing platforms and their applications in IT environments.
Knowledge of best practices for instructing and guiding both technical and non-technical personnel.
Skill in written and verbal communication, time management, and adapting to shifting priorities.
Skill in providing strong customer service and resolving technical issues efficiently.
Ability to analyze and solve problems effectively in a fast-paced environment.
Ability to instruct, direct, assist, guide, and share information with both technical and non-technical personnel.
Ability to assist, guide, and share information with diverse audiences, including technical and non-technical personnel.
Additional Job Details
Preferences:
- CompTIA A+
- ITIL certification
- Help Desk Institute Customer Service Representative (HDI-CSR)
LICENSES/CERTIFICATIONS
Microsoft Certified Solutions Expert (MCSE), Apple Certified Mac Technician (ACMT), or Cisco Certified Network Associate (CCNA) certification is a plus.
Required Application Materials:
Resume
Cover Letter
List of 3 References
Best Consideration Date:
01/30/2026
Posting Close Date:
N/A
Open Until Filled:
Yes
Please note that all positions within the Division of Information Technology (DIT) have an in person component with expected time in our College Park, MD location per week. Telework is not a guaranteed work arrangement.
Visa Sponsorship Information:
- DIT will not sponsor the successful candidate for work authorization in the United States now or in the future.
- F1 STEM OPT support is not available for this position.
Job Risks
Not Applicable to This Position
Financial Disclosure Required
No
For more information on Financial Disclosure, please visit Maryland's State Ethics Commission website.
For more information on Financial Disclosure, please visit Maryland's State Ethics Commission website.
Department
DIT-BSS-Community Support & Outreach (CSO)
Worker Sub-Type
Staff Regular
Salary Range
$56,080.00-$67,296.00
Benefits Summary
For more information on Regular Exempt benefits, select this link.
Background Checks
Offers of employment are contingent on completion of a background check. Information reported by the background check will not automatically disqualify anyone from employment. Before any adverse decision, the finalist will have an opportunity to provide information to the University regarding disclosable background check information. The University reserves the right to rescind the offer of employment or otherwise decline or terminate employment if the information reported by the background check is deemed incompatible with the position, regardless of when the background check is completed.
Employment Eligibility
The successful candidate must complete employment eligibility verification (on Form I-9) by presenting documents that establish identity and work authorization within the timeframe required by federal immigration law, and where applicable, to demonstrate renewed employment authorization. Failure to complete employment eligibility verification or reverification within the timeframe set forth by law may result in suspension or termination of employment.
EEO Statement
The University of Maryland, College Park is an Equal Opportunity Employer. All qualified applicants will receive equal consideration for employment. Please read the University's Equal Employment Opportunity Statement of Policy.
Title IX Non-Discrimination Notice
Resources
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