The DoIT Technology Support Center is looking to hire additional consultants to work during the Summer. Please see our job description below and visit our job posting on UMBCWorks to apply. The position will be open for applications until May 18th. 

(Search for TSC Student Consultant.)

We're looking, specifically, for students who are able to work between the hours below:

Mondays, Tuesdays, Thursdays, and Fridays 8AM-2PM

Technology Support Center (TSC) student consultants are the first points of technical contact for the UMBC community and those who do well often go on to work in other areas of the Division of Information Technology (DoIT). Minimally, consultants are expected to provide initial triage and support for a wide-range of information technologies including accounts, hardware, instructional technologies, networking, software, telecommunications, and basic web development.

Responsibilities include, but are not limited to the following:

• Provide technical assistance to users by phone, online and in person;

• Answer TSC phones in a professional and courteous manner;

• Create, update and resolve tickets in the Request Tracker (RT) ticketing system;

• Create, update, suggest and recommend relevant FAQ articles to users (www.umbc.edu/faq);

• Provide direct assistance to users on technical issues they cannot easily resolve on their own;

• Complete in-person or online training about quality support as defined inumbc.edu/go/ticketrubric;

• Respond to all work related communications in a timely manner;

• Escalate urgent problems to the Full-Time staff, as appropriate.

Required Skills and Experience

• Demonstrated ability to effectively communicate by phone or in person.

• Demonstrated writing ability.

• Demonstrated ability to achieve successful outcomes in handling difficult situations and customers.

• Demonstrated analytical and troubleshooting skills.

• Ability & willingness to learn coupled with clear understanding of one’s technical abilities, so as to triage and escalate an issue that leads to an effective solution for the user.

As of June 1, 2016, DoIT’s Test Scoring Services (Scantron) will no longer reside in the International Media Center (IMC), but will be relocated to the Technology Support Center (TSC) on the first floor of the Albin O. Kuhn Library, to the right of the security gates and adjacent to the Retriever Learning Center (RLC). The move is a result of the IMC being repurposed for use by offices and staff in the Academic Services Bldg, which will be razed for the new Interdisciplinary Life Sciences Bldg.

In addition, due to storage constraints at the TSC and analysis of prior usage, DoIT will be shredding scored exams one week after final grades are submitted for a given semester, if they are not picked up by the instructor. Faculty will continue to be notified via RT ticket when their exams are available for pickup during the semester, but we will shred them after final grades are due, unless we’re told we can do so sooner.  We will continue to provide .csv and .pdf electronic files of scanned results in each course’s Blackboard “course files” area as well as on Box.com.

Finally, DoIT will be upgrading our current Scantron hardware and using the new Remark Classic analysis software recommended by Scantron and used by many other schools using Scantron products. However, DoIT welcomes feedback from faculty as we explore new reporting functions and formats while supporting current needs.