IT Support Associate

University of Maryland, United States

Updated: 12 days ago
Location: College Park, MARYLAND
Deadline: 21 Apr 2024

Posting Details
Posting Details


Position Number: 129378
Title: IT Support Assoc
Functional Title: IT Support Associate
Category Status: 22-Nonexempt, Contingent 2
Applicant Search Category: Staff
University Authorized FTE: 1
Unit: AGNR-UME-Family and Consumer Sciences
Hiring Range Minimum: 56773
Hiring Range Maximum: 68128
Benefits Summary Top Benefits and Perks:

Nonexempt Benefits Summary

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.
Background Checks
Offers of employment are contingent on completion of a background check. Information reported by the background check will not automatically disqualify you from employment.
Position Summary/Purpose of Position:
University of Maryland Extension is seeking to fill seven (7) Tech Extension Digital Navigators
positions in College Park MD. They are all Nonexempt, contingent 2 positions. This is the announcement 5/7.
Description of College/Unit:
Chartered as the Maryland Agricultural College on March 6, 1856, the College of Agriculture and Natural Resources is the cornerstone of the University of Maryland system, built upon a foundation of sound science, groundbreaking research through the Agricultural Experiment Station, and Maryland pride. The University of Maryland College of Agriculture and Natural Resources (AGNR) is a leading Land-Grant institution providing teaching, research, and programs through the University of Maryland Extension (UME) to a diverse clientele in the State of Maryland and beyond.
Within the UME Family and Consumer Science Program, the Tech Extension project addresses the digital divide and increases broadband adoption through digital literacy and navigation programs in Maryland.
Position Summary/Purpose of Position:
The Tech Extension Digital Navigators
will: (1) develop partnerships with local agencies, educational institutions, non-profit organizations, faith-based groups, workforce agencies, for-profit industry, and others; (2) assist community residents with digital inclusion information and resources on affordable broadband access, appropriate device, and digital skills, (3) provide information and coaching to enable Maryland residents to use home devices and internet to increase digital literacy skills, and (4)provide basic technical support to enable digital access and inclusion in Maryland, and(5) provide research assistance to identify existing local resources and gather insights about community needs.
Minimum Qualifications:
Education:
High School Diploma or GED.
Experience:
Two years with the types of hardware and software to be supported, one year of which included user support, user training, and/or programming.
Knowledge, Skills, & Abilities:
  • General knowledge of two applicable software products.
  • Knowledge of applicable computers and peripherals.
  • Skill in configuring computer hardware and software.
  • Ability to analytically design program logic or solve technical problems.
  • Skill in operating supported computers and peripherals.
  • Ability to communicate effectively both orally and in writing.
  • Ability to work effectively with clients.
Preferences:
Preferences:
  • High school diploma with post-high school course, or a minimum of two years relevant work experience; or Associate Degree in information science or related technology fields.
  • Previous experience working as a digital navigator, health insurance navigator, customer service or community-based program delivery.
  • Background content knowledge of digital equity, digital navigation, and broadband.
  • Required computer skills: Proficiency in Microsoft Office, Google Suite. Some familiaritywith setting up and troubleshooting electronic devices, routers and Wi-Fi networks.
  • Excellent interpersonal and communication skills (in-person, telephone and online),including the ability to establish trust with clients of varied educational and cultural backgrounds.
  • Bilingual Spanish /English is preferred.
  • Previous experience in customer service, establishing appropriate boundaries with clients, and demonstrating innovation and flexibility.
Additional Certifications:
n/a
Additional Information:
Essential Duties and Responsibilities: 
  • Receive, return, or initiate contacts (in-person, telephone, chat, etc.) with clients (local residents or organizations) seeking assistance. 
  • Identify and assess client needs and provide them with information, technical support, and guidance suitable to their skill level, needs, and lifestyle. Advise clients about free or affordable home internet service options for which they may qualify, assist clients in applying for services they choose, and support their efforts to secure service. 
  • Coach clients as necessary to use their home internet services (connecting to WIFI/wireless networks using a device to access the internet) or refer them to sources of additional digital literacy skill training. 
  • Develop partnerships with local agencies, educational institutions, non-profit organizations, faith-based groups, workforce agencies, for-profit industry, and others. Keep track of your work and enter data into intake and follow-up forms as appropriate. 
Job Risks Not Applicable to This Position
Physical Demands
This position requires periodic travel to meetings, training, and events throughout the state.
The person in the position will frequently exchange information through verbal and written communication with individuals of various ages, socioeconomic, and educational backgrounds.
Visual acuity is required to prepare, review, and/or analyze written reports, spreadsheets, data, and figures for accuracy.
This position will also research information and prepare written materials and presentations for annual reports, budget presentations, and/or stakeholder or staff meetings.
Extensive viewing of a computer screen is normal.
This position requires the ability to lift and carry small parcels, packages, and other items(up to 20 lbs.)
Posting Date: 04/15/2024
Closing Date: 04/21/2024
Open Until Filled No
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.

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