Click here to view a list of current vacancies.
Help Desk Associate, Center for Drug Policy and Prevention
Center for Drug Policy and Prevention
Vacancy number 301309
Position Type: Regular, full-time non-exempt position with full, competitive benefits package
Opens: 10/27/22 Closes: 01/11/23
Salary: $58,629-$77,674
• excellent tuition remission benefits
• outstanding health benefits plans and rates
• 12+ paid holidays each year
• 28+ days of paid leave (not including the paid holidays) earned each year
• great retirement plan
This position will integrate within the Network Operations Center of the Washington/Baltimore High Intensity Drug Trafficking Areas (W/B HIDTA) to support the organization's various systems. This position supports the use of hardware, software, and network services.
** Due to the nature of the work, incumbent must possess the ability to obtain a Secret level government clearance.
We look forward to receiving your required electronic application with a cover letter and resume and learning about your interest in and qualifications for our vacancy. Please save your required cover letter and resume as one document (please make the file name short and without spaces or special characters) and attach it in the resume location. To apply, visit http://www.ubalt.edu/candidate_gateway/erecruit.html. Additional instructions below.
Key Responsibilities:
1. Log, route and prioritize help desk requests in the Help Desk Tracking system related to the W/B HIDTA systems. This position shall accept support tickets via phone, email, or in-person communication. This position shall utilize our “ServiceDesk” software to create and manage support tickets. This position shall analyze, to the best of their ability the problem experienced by the support ticket and either fix or route it to the appropriate staff member for resolution. The position shall also be responsible for the final communication of the resolution of the ticket to the requestor.
2. Provide users with support for the computer hardware and software on the HIDTA Network. This position shall analyze hardware and software problems experienced directly on the HIDTA network. This includes replacing hardware, troubleshooting network connectivity, troubleshooting problems with the Microsoft Windows Operating System and other software that may be installed. This position shall also perform security, virus and malware scans where necessary to troubleshoot problems and clean computers.
3. Assist in troubleshooting system upgrades. The W/B HIDTA network is ever expanding. Occasional infrastructure upgrades such as new computer hardware, phone systems, cellular devices etc. are added. This position shall be responsible for assisting our staff in the implementation. This may involve configuration and dissemination of new hardware, support in training on new devices or additional help desk support related to a system upgrade.
4. Support the development of FAQ’s. This position shall utilize the information learned from frequent support tickets to help the W/B HIDTA develop Frequently Asked Questions regarding our applications. This material will assist other help desk members to quickly resolve problems. This documentation will also be displayed to our users through newsletters, forums and website dissemination.
Education: High School diploma is required; Bachelor's in Information Technology is preferred.
Experience: Minimum 3 years' experience working in help desk or other customer service-oriented field. Additional related experience and formal education in which one has gained the knowledge, skills, and abilities required for full performance of the work of the job class may be substituted for the education or experience requirement on a year-for-year basis with 30 college credits being equivalent to one year of experience. Four (4) years’ experience working on a help desk supporting software applications is preferred.
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:
1. Ability to speak and communicate clearly and effectively
2. Ability to troubleshoot the Microsoft Windows Operating System
3. Ability to troubleshoot the Android operating systems
4. Ability to troubleshoot the iOS operating systems
5. Ability to troubleshoot problems with primary web browsers: Edge/Chrome/Firefox/Safari
6. Ability to repair and maintain personal computers
7. Ability to add user accounts to active directory
8. 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).
The University of Baltimore ("UBalt" 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. UBalt 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 required cover letter and resume.
Applicant Instructions: Using Candidate Gateway to View and Apply for UBalt 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 UBalt’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 one 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 UBalt and current employees) with login and password for MyUB: use the internal applicant link, log into MyUB, then click the “View or Apply for Job Positions” link on the left.
- 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.
The University of Baltimore ("UBalt" 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. UBalt is an Equal Opportunity/Affirmative Action/ADA Compliant Employer & Title IX Institution.