Lab Assistant - Tier 1

Under the supervision of the Virtual Labs Manager, the Lab Assistant staff provide essential technical assistance to students and faculty, offering guidance in troubleshooting software-related challenges, managing escalations, and ensuring a seamless learning experience. They serve as the first line of support for lab-related technical difficulties, utilizing various communication channels, including Zoom and email interactions. They play a critical role in maintaining the integrity of lab environments and contribute to the continuous improvement of lab resources and documentation.

Essential Duties & Responsibilities

• Deliver exceptional customer service to students and faculty experiencing virtual lab technical difficulties through multiple support channels. Ensuring the highest level of customer service when supporting students, faculty, and staff

• Troubleshoot software installation and usage issues, helping students navigate lab activities and software tools across different environments. To ensure effective resolution of lab-related issues

• Respond to complex technical concerns and escalate unresolved issues to the appropriate support units.

• Perform regular quality assurance checks of virtual lab environments each term, documenting and communicating issues to vendors and academic leadership.

• Identify and report errors in lab documentation or instructions discovered through support interactions.

• Provide technical expertise for new technology implementation, including testing applications and participating in the technology vetting process.

Required Education and Experience

• Bachelor’s degree in information technology, Computer Science, or related field required.

• At least 1-2 years of similar work experience in technical support or helpdesk environments.

• Experience troubleshooting software installation and usage issues

• Familiarity with ticket management systems (particularly Salesforce)

• Ability to document technical issues clearly and comprehensively

• Problem-solving mindset with attention to detail

Preferred Education and Experience

• Master’s degree and 3-5 years of similar work experience.

• Demonstrated knowledge of virtualization, cloud computing, system administration, networking, server and storage technologies, database technologies, and IT technical support.

Minimum Knowledge, Skills, and Abilities

• Excellent verbal and written communication skills for clear explanation of technical concepts.

• Familiarity with basic networking principles and troubleshooting methodologies.

• Understanding of virtual learning environments and educational technology platforms

• Documentation skills for accurately recording issues and solutions

• Basic software testing and quality assurance capabilities

• Ability to remain patient and professional when dealing with frustrated users

• Capacity to translate technical information into easy-to-understand language

• Adaptability to learn new technologies and software applications quickly

• Demonstrated knowledge in two or a combination of the following domains and listed software and technology is required

Network Scanning & Security Tools

• NMAP, Nessus, Wireshark (HTTP), Nikto

• Metasploit Framework, OpenVAS, Burp Suite

Forensics Tools

• Autopsy, TrID, OSTE Meta Scanner, FTK

Programming & Development Tools

• GNU Nano (Python coding), Ubuntu Terminal, CLI

• SQL, HTML, Python Vulnerable Application

• VIM, Visual Studio Code, C Compiler (GCC)

• WebGoat, WebWolf

Operating Systems & Platforms

• Kali Linux, Windows PowerShell, Windows Event Viewer

• Greylog, Logcheck, ELK Stack, Trex SE

Cryptography Tools

• CrypTool

Miscellaneous Tools

• MISP Threat Sharing, FTP, OWASP

All submissions should include a cover letter and resume.

The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational program