Update: The application process for this position is currently closed.

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. 

(Search for TSC Student Consultant.)

TSC Student Consultant Job Description

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.

Early this Summer DoIT will be upgrading several key web services including myUMBC. While every measure is being taken to ensure a minimal disruption of service, It is important that everyone review the following changes to make sure they are aware of what is taking place and how it may affect them.

The upgrades to myUMBC will be done in two phases. The first phase will occur on Saturday, May 30th, when the existing myUMBC portal will migrate to newer hardware and software that will allow for future growth and better reliability. There will be some short downtime associated with this upgrade. We will provide a placeholder page that will allow continued access to critical university systems during this upgrade.

The second phase will occur in mid-to-late June and will feature significant changes to the layout and features of myUMBC. For more information, please review: Upcoming Changes to myUMBC.

To receive additional updates, including finalized dates and changes, please follow the myUMBC Group.

Early this Summer DoIT will be upgrading several key web services including the main campus web server, www.umbc.edu. While every measure is being taken to ensure a minimal disruption of service, It is important that departments review the following changes to make sure their online offerings will not be affected.

On Saturday June 13th we will be migrating the main campus website environment so it is running on new hardware and software. This past fall an emergency preparedness exercise was conducted by the campus and it became clear that in the event of an emergency one of our main methods of communications, the campus web server, would be unable to respond to the demands placed on it. The new web environment will be running a modern set of web protocols and the infrastructure will be able to scale and meet the demands of the campus moving forward.

To help prepare for this transition we have been working with OIA to test compatibility between the main website as well as some of the departmental websites hosted on the main campus web server.

If you department has moved to our new sites.umbc.edu environment, usually indicated by a format of “http://department.umbc.edu”, your website will not be affected at all by this migration. If your site has not migrated and is still accessed through a link that looks like “http://www.umbc.edu/yourdepartment” it may be affected by this migration and need some updating to work on the newer software.

If you are responsible for a website whose address begins with “http://www.umbc.edu/yourdepartment”, we have instructions available here that you can use to test your site against the new environment ahead of time to check for any issues.

If you are unsure if this affects you or your department you can call the Technology Support Center at x53838 or put in a RT ticket at http://rt.umbc.edu.