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Help Desk Associate (Grant Funded)
Center for Drug Policy and Prevention
Vacancy Number 300934
Position Type: Regular non-exempt grant funded position with full benefits package
Opens: 12/17/18 Closes: Open Until Filled
Salary: $53,414 - $58,000
Position is open until filled, and applications received by January 9, 2019 will receive priority consideration.
The Help Desk Associate will integrate within the Network Operations Center of the W/B HIDTA to support the ODMAP system. We look forward to receiving your electronic application with a cover letter and resume and learning about your interest in and qualifications for our vacancy. Please save your cover letter and resume as one document and attach it in the resume location.
Duties include:
• Log, route and prioritize help desk requests in the Help Desk Tracking system related to ODMAP
• Provide users with support for the computer hardware and software on the HIDTA Network
• Provide support by identifying, diagnosing and resolving Level One problems for users on the mainframe, personal computer software and hardware, network, the internet and new computer technology
• Provide support for ODMAP inquiries
• Assist in troubleshooting system upgrades
• Support the development of FAQ’s
Required Education and Experience: High School Diploma required. Minimum 3 years’ experience working in help desk or other customer service oriented field.
Preferred Education and Experience: Bachelors in Information Technology preferred. Four years’ experience working on a help desk supporting software applications.
Required Knowledge, Skills and Abilities:
The individual in this position must be customer service oriented and have the ability to troubleshoot common computer problems, especially those related to working in a web based/cloud environment. The skillset required for this position includes:
Ability to speak and communicate clearly and effectively
Ability to troubleshoot the Microsoft Windows Operating System
Ability to troubleshoot the Android operating systems
Ability to troubleshoot the IOS operating systems
Ability to troubleshoot problems with primary web browsers: IE/Edge/Chrome/Firefox/Safari
Ability to repair and maintain personal computers
Ability to add user accounts to active directory
Ability to appropriately apply and create W/B HIDTA Directives, as well as interpret and employ the Directives of the Office of National Drug Control Policy (ONDCP).
** Due to the nature of the work, the incumbent must possess the ability to obtain a Secret level government clearance.
** Must be available for all emergencies, at all times. Significant or special events may occur and may include crises or high-level investigations related to terrorism or criminal activities. Additionally, events such as a computer virus situation may require the knowledge and skills of the position during hours other than normal work hours.
The University of Baltimore ("UB" or "University") does not discriminate on the basis of sex, gender, race, religion, age, disability, national origin, ethnicity, sexual orientation, gender identity, or other legally protected characteristics in its programs, activities or employment practices. UB is an Equal Opportunity/Affirmative Action/ADA Compliant Employer & Title IX Institution.
We appreciate your interest in our recruitment. Please review the information below before you visit http://www.ubalt.edu/candidate_gateway/erecruit.html to apply.
We need to receive your electronic application in our system by the vacancy closing date in order to consider you for the vacancy. Information follows about submitting the electronic application and attaching your cover letter and resume.
Applicant Instructions: Using Candidate Gateway to View and Apply for UB Vacancies
The Candidate Gateway system serves as your connection to the University of Baltimore’s job application process. It is a free, safe and secure way for you to apply for the job you want, and it allows the Office of Human Resources to maintain accurate records. Your use of the system does not require you to surrender any of your rights to privacy or confidentiality during the application process. Only qualified members of UB’s Human Resources team and members of the relevant search committee can access your application information. The search committee will not have access to any information you provide to HR for affirmative action reporting purposes.
Please read and print the information below before you apply, and refer to it as you enter your application.
NAVIGATION
A - COVER LETTER AND RESUME ATTACHMENT AND UPLOAD
Before you apply:
• Save a single PDF or Word file with your cover letter, resume, and any additional information you would like to have considered.
When you apply:
•In Candidate Gateway: Click “Browse” to access the Word or PDF document you saved with all of your documents.
•Then, click “Upload” to attach it.
•Click “Continue” to continue the application process.
B - ENTER DATA ON THE FOLLOWING PAGES:
Each page shows this display:
Previous Save Submit Close Application Careers Home NEXT
above and below the required data for the four categories shown above.
Click “Save” to save the data you entered on that page. The message “You have successfully submitted your job application.” confirms only that you entered that page of information into the system. You must click “Next” to continue and complete the entire application process.
1. Current and Prior Employment/Work Experience:
•Enter employment information relevant to your position of interest.
•You can use the first day of the month wherever dates are required.
•After you enter your work experience, click “Save,” then click “Next.”
2. Education/Education History and References:
•Use the dropdown to enter your highest education level. Entering this information is required.
•Then, only college and university information is required. Click the plus sign to the left of the “Postsecondary Education” link to enter that information.
•For country, enter USA or click the hourglass to select another country.
•You can use the first day of the month wherever dates are required.
•Click the plus sign to the left of "References" to enter two professional references.
•After you enter your education information and references, click “Save,” then click “Next.”
3. How did you find out about us/how did you find out about the job?
•After you enter this information, click “Save,” then click “Next.”
4. Online Questionnaire/Application Questionnaire: Answer the questions requiring a yes or no response. After you answer them, click “Submit.” This leads you to the Submit Online Application page.
C – SUBMIT ONLINE APPLICATION
To apply for your selected job: When you reach the “Submit Online Application” page shown below, you must click “I agree to these terms” and then click the “Submit” button at the end of the screen. After you click “Submit,” then you will see this information at the top of your screen:
My Applications
Thank you for your interest in employment at the University of Baltimore. HR will process your application documents for the search committee’s consideration.
Note: This screen will also show additional information about the selection process and Office of Human Resources contact information.
Questions/Help
If you have trouble viewing our job postings or applying for the vacancy, contact ubhrcareers@ubalt.edu for assistance.
TO APPLY:
External applicants: Review the vacancy announcement at http://www.ubalt.edu/candidate_gateway/erecruit.html and click the external applicant link to apply.
Internal applicants (students taking classes at UB and current employees) with login and password for MyUB: use the internal applicant link, log into My UB, then click the “View or Apply for Job Positions” link on the left.
UB is an Equal Opportunity/Affirmative Action/ADA Compliant Employer & Title IX Institution.
- Never use the Internet Explorer “Back” and “Forward” arrows to navigate. You will lose the information you have submitted.
- To navigate between pages, use the “Next,” “Previous,” and “Return to Previous Page” buttons.
- Use the “Save” button to save your information so you can return to it later and complete your application. Using “Save” does not complete the process to apply for a job opening.
UB is an Equal Opportunity/Affirmative Action/ADA Compliant Employer & Title IX Institution.
The University of Baltimore ("UB" or "University") does not discriminate on the basis of sex, gender, race, religion, age, disability, national origin, ethnicity, sexual orientation, gender identity, or other legally protected characteristics in its programs, activities or employment practices.