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Customer Support and Tech Analyst (PC Tech)

Office of Technology Services

Vacancy Number 300318

Position Type: Regular, full-time non-exempt position with full, competitive benefits package
Opens: 07/10/13     Closes: 07/24/13

Salary: $36,204 - $43,000

Under general supervision provides IT users with PeopleSoft, desktop and media equipment and support, determining user needs and incorporating them in the design and overall plan for technologies support. The range of accountabilities minimally covers problems escalated from Tier 2, set-up, images, and desktop trouble-shooting services. Responses and resolves complex desktop conflicts.

Improve UB’s reputation with the student population on being customer centric.  Improve the customers’ day to day experience by showing concern and being more efficient.

Duties and Responsibilities

  • Provides technical assistance, advice, guidance, and informal training to customers using desktop and media hardware, and software programs.
  • Identifies, documents and reports all problems submitted by users to the department for resolution.
  • Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults by using established processes and procedures.
  • Enforcing departmental policies and procedures.
  • Provides backup support to Call Center.
  • Maintains departmental kept inventory databases by entering pertinent information.
  • Evaluates and tests new desktop packages and implements prototypes.
  • Continues to expand technical competency by pursue technical certificates related to position and partaking in training courses related to position.
  • Performs additional related duties as assigned by supervisor.

Knowledge, Skills, Abilities:

  • Effective communication, reading, writing, and technical reporting skills.
  • Ability to work effectively with clients.
    Ability to perform diagnostics for desktops and peripherals systematically.
  • Excellent troubleshooting skills.
  • Ability to work as a team member.

A.A. degree in Computer Science or related area required.  Also requires two years of current work experience with desktop hardware and software support in a professional networked environment.
Must be willing to work within a flexible schedule in order to cover hours of operation.

We appreciate your interest in the Customer Support and Tech Analyst (PC Tech) vacancy.  Please review and print the information below before you visit to apply.

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.


  • 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.


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.


Each page shows this display:
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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.
•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: There are three questions requiring a yes or no response. After you answer these three questions, click “Submit.” This leads you to the Submit Online Application page.


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.

If you have trouble viewing our job postings or using the Candidate Gateway online resume submission process, please call Human Resources at 410.837.5410 to ask for Candidate Gateway help or e-mail


External applicants: Review the vacancy announcement at 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.

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