University System of Maryland

Customer Support

• Provides Tier 1–2 technical support via ticketing systems (TeamDynamix/RT), email, Microsoft Teams, and walk-up requests.
• Diagnoses and resolves issues related to hardware, software, user access, and connectivity.
• Supports Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive).
• Supports enterprise applications (e.g., Adobe, Zoom, Tango).
• Assists users with cloud file sharing, storage, and collaboration workflows.
• Troubleshoots mobile devices (email, MFA, Teams, Zoom, etc.).
• Troubleshoots printing, peripherals, and workstation configurations.
• Troubleshoots Wi-Fi connectivity and network access issues.
• Escalates complex or unresolved issues to senior IT staff.
• Delivers high-priority IT support to executive leadership.
• Ensures readiness of executive devices, accounts, and meeting environments.
• Handles sensitive requests with discretion and urgency.
• Conducts USM Office site visits as needed.
• Creates and manages user accounts, shared mailboxes, and distribution groups.
• Configures mailbox permissions, delegation, and calendar access.
• Supports employee onboarding and offboarding (account provisioning and access management).
• Tracks and manages service requests using ITSM tools.
• Documents issues, resolutions, and trends.
• Contributes to knowledge base articles, SOPs, and IT operations documentation.
• Configures and deploys laptops, desktops, mobile devices, and peripherals.
• Performs system imaging, software installation, and endpoint setup.
• Supports device lifecycle activities (replacements, upgrades, reconfigurations).
• Configures, tests, and supports AV systems for meetings and hybrid events.
• Provides live technical support for high-visibility meetings and Board of Regents events.
• Supports conference room technologies and hybrid platforms.
• Assists with phishing, spam, and security incident response.
• Supports access control and authentication processes.
• Escalates potential security risks.
• Provides basic support for phone/security systems (as needed).
• Participates in IT initiatives (M365 enhancements, endpoint modernization, ITSM, AI/Copilot).
• Supports testing, deployments, documentation, and user training for projects.

IT User Support Specialist

Director

• The Director of Educator Preparation Innovation provides strategic, academic, and operational leadership for the University System of Maryland’s (USM) educator preparation priorities and innovation portfolio.
• This role leads systemwide efforts to strengthen, modernize, and expand educator preparation by guiding collaborative program design, ensuring regulatory compliance, and advancing instructional quality across multiple licensure and professional growth pathways.
• The Director fosters cross-institutional collaboration among USM institutions, local education agencies, and state partners to address emerging workforce needs, improve educator recruitment, preparation, licensure, and retention, and support innovation and institutional transformation.
• The position is accountable for program integrity, scalability, sustainability, and continuous improvement, including oversight of partnerships, fiscal management, and data-informed decision-making.