Job Description

Job Description

Montgomery College has an immediate need for (4) full-time IT Support Specialists on the Rockville, Germantown, and Takoma Park/Silver Spring campuses. The work schedule is typically Monday - Friday, 8:30 a.m. – 5:00 p.m., or 10:30 a.m. – 7:00 p.m.  Occasionally, some weekends may be required. 

This is a non-bargaining, non-exempt, grade 25 position.  Non-exempt positions are not eligible to work a secondary job at Montgomery College. Montgomery College promotes and creates a working and learning environment rooted in the basic tenets of fairness, diversity, and inclusiveness. This position is not eligible for telework. 

Job Summary

Under supervision and/or direction, incumbents in this position provide front-line user support for college-wide technology network, telecommunications, and multimedia systems support for technology-equipped offices, conference rooms, classrooms and labs, as well as academic areas for faculty, staff, and students. Multimedia systems support is also provided for College programs and special events. Incumbents in this position also provide general user support for all aspects of technology set-up, installation, troubleshooting, service, upgrades, and maintenance.

Contacts and interaction vary and may involve multiple constituencies such as direct interaction with campus administrative team, faculty, colleagues, managers, directors, students, vendors, contractors and consultants for the purposes of exchanging information and providing service.

Incumbents of this position must have knowledge of all aspects of technology support, as well as current and emerging technologies including mobile devices, computers, and multimedia troubleshooting.  Responsibilities include the maintenance of integrated multimedia systems in learning environments, web and video conferencing systems and presentation software.  Compliance with all College and Office of Information Technology policies and procedures is required.  Applicants should be familiar with critical organizational practices and goals, desktop imaging, and the installation of operating systems and applications including customization and/or non-default configuration, data, video, and voice networks, communication and supporting application systems, personal computing devices and their peripherals, and all versions of Microsoft Windows and Mac OS and desktop productivity software, Microsoft Office tools and project management software, computer hardware and peripheral devices.

This position requires excellent skills in communication, collaboration, and customer service in a diverse environment both verbally and in writing; strong analytical and problem-solving skills; and the ability to communicate technical information to non-technical audience.  Must be able to travel to and from work locations other than the assigned office,

Duties include but are not limited to:

• Provide technical on-site and/or remote support for on-premises and cloud-based technology (personal computer hardware, mobile devices, operating systems, applications, and thin clients), network connectivity, project planning/completion, and academic campus server maintenance and configuration.
• In coordination with the Desktop Administration team, deploy computer images for academic computer labs and classrooms.
• Install and uninstall software including applications and user data to meet instructional, educational and technical needs and standards.
• Install, replace, maintain, upgrade, configure, troubleshoot and repair workstation hardware and peripherals. Install, configure, document, upgrade and troubleshoot network client software, including network, printer and other hardware drivers, workstation operating system, applications and files.
• Maintain network mapping and configuration data.
• Set up, operate, maintain, and troubleshoot instructor workstations, projection, audio, video, and lighting systems.
• Support, operate, and maintain hardware, software, and peripherals for networked digital signage systems.
• Provide technical support for use of videoconferencing.
• Create, complete, and track incident-problem-request-change order tickets.
• Create and maintain Users and Groups and administer academic servers connected to labs, classrooms and learning centers.
• Respond, troubleshoot and resolve work orders as assigned through the IT Service Desk.
• Staff IT Service Desk as assigned; log issues; triage and resolve end-user issues or escalate to next level.
• Perform hardware and software diagnostics on computer equipment, including PCs, mobile devices, networks and servers.
• Provide preventive maintenance on media technology and data projection equipment.
• Provide warranty repair on approved vendor desktops and laptops, order and track warranty parts.
• Manage data and users on NAS (Network Attached Storage) servers as well as on several local academic servers.
• Offer advice, training solutions, and guidance to service customers.
• Perform other duties as assigned.

Required Qualifications:

• Associate’s degree information systems, media or educational technology, or a related field.
• Three years of experience in front-line technical support setting up, operating, troubleshooting, and maintaining computer hardware and software and/or multimedia presentation and conferencing technologies in an educational environment, and/or any combination of education, training and experience providing understanding of the field and the ability to perform the duties of the job.
• Excellent skills in communication, collaboration, and customer service in a diverse environment.
• Knowledge of all aspects of technology support.
• Knowledge of current and emerging technologies, including mobile devices, computers, and multimedia troubleshooting, and maintaining integrated multimedia systems in learning environments; web and video conferencing systems and presentation software; College and Office of Information Technology policies and procedures; critical organizational practices and goals; desktop imaging and installing operating system and applications; software application and installation concepts including customization and/or non-default configuration; data, video, and voice network communications and supporting application systems; personal computing devices and their peripherals and all versions of Microsoft Windows and Mac OS and desktop productivity software; Microsoft Office tools and project management software; and computer hardware and peripheral devices.
• Some knowledge of college networking; network operating systems and telecommunication systems; networks/network paths, networking protocols, and networking hardware (wireless access points, switches and routers).
• Eligible applicants must currently be authorized to work in the United States and not require employer visa sponsorship.

Preferred Qualifications:

• Advanced experience with Audio/Visual set-up, teleconferencing, microphones and speakers
• Certifications may apply: Office 365, Comp TIA A+, Network+, Dell Warranty and Repair

Hiring range: $27.68 - $35.98 per hour.  Initial salary placement for new hires falls between the minimum and midpoint of the range and is based on relevant candidate experience and internal equity. The maximum salary for this position is $44.27 per hour.

Please include a complete resume including all relevant and related work experience.

Application Process:

• Click Here to apply online

For degrees earned outside of the U.S., a copy of your education equivalency, conducted by a nationally recognized evaluation service, must be included in your application.

As a condition of employment, the following are required at the time of hire:

• Successful completion of a background check and degree verification (if applicable).

• Participation in a Maryland State Retirement System plan (Pension or Optional Retirement Plan, depending on the position). If you are already retired from the Maryland State Retirement System, you may not enroll in a Maryland State Retirement System plan at Montgomery College and may have earn​ings restrictions, per state law.

Our benefits package includes: generous paid vacation, sick, paid holidays, medical, dental, vision, group legal benefits, professional development, retirement plan, educational assistance, tuition waiver for employee and dependents, wellness programming including onsite gyms, pools and classes.

If a reasonable accommodation is needed to participate in the job application or interview process, please contact Human Resources and Strategic Talent Management at 240-567-5353 or HRSTM@montgomerycollege.edu.  We require at least two weeks advance notice to enable us to provide the requested accommodation.

Montgomery College is an equal opportunity employer committed to promoting and fostering diversity among its student body, faculty, and staff.

Montgomery College is a tobacco-free and smoke-free workplace.

Closing Date

Monday, January 20, 2025

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