State of Maryland

21

SKILLED SERVICE           BARGAINING UNIT: S

An IT Technical Support Specialist Supervisor is the supervisory level of work maintaining and modifying operating systems for multipurpose, multi-tasking computers. Employees in this classification supervise IT Technical Support Specialists.

Employees in this classification receive general supervision from an IT Technical Support Specialist Manager or other information technology administrator. Employees may be required to work on evenings, weekends and holidays and may be subject to call-in.

The IT Technical Support Specialist Supervisor is differentiated from the IT Technical Support Specialist II in that the IT Technical Support Specialist Supervisor has full supervisory responsibility for lower-level IT Technical Support Specialists while the IT Technical Support Specialist II performs the full range of duties under general supervision. The IT Technical Support Specialist Supervisor is differentiated from the IT Technical Support Specialist Manager on the basis of supervisory responsibility. The IT Technical Support Specialist Manager directly supervises IT Technical Support Specialist Supervisors.

Plans, coordinates, supervises and evaluates the work of IT Technical Support Specialists and related support staff;

Trains IT Technical Support Specialists;

Installs, tests, debugs and maintains new and revised operating system software or data communication software;

Develops programs, procedures and standards for interfaces between software applications programs, the user processes, the communication subsystems and the computer operating system;

Documents and maintains operating system or data communication system procedures and revisions and informs information technology personnel as necessary;

Secures the central processing unit, peripherals and stored data from unauthorized access and disturbance or destruction of data or operating capability through system security software and recovery procedures;

Prepares disaster recovery plans and performs backup procedures to facilitate recovery of stored data and information technology operations;

Plans and participates in the conduct of long and short range studies for determining the feasibility of converting to or modifying existing information technology systems including the operating system capacity requirements;

Coordinates with vendor representatives in the installation or testing phases of new hardware or system software;

Resolves issues related to operating systems procedures with operations staff, other information technology personnel and systems users;

Programs supplemental service routines and utility programs using third generation computer programming languages;

Monitors computer system performance and utilization, modifies operating system parameters and makes adjustments to disk space allocations to fine tune system performance according to established performance standards for system response times;

Studies technical literature and attends workshops, seminars and training classes to keep abreast of the latest developments in information technology;

May make recommendations for modifications to applications programming to enhance system performance and utilization;

Performs other related duties.

Knowledge of the principles and practices of computer programming;

Knowledge of the principles and practices of maintaining and modifying operating systems for multipurpose, multi-tasking computers;

Knowledge of machine or assembler computer language and other generally accepted computer programming languages;

Knowledge of the functions and capabilities of multipurpose, multi-tasking computer systems and related data communications systems;

Skill in installing, modifying and maintaining operating system software and data communication software;

Skill in documenting new and revised operating system or data communication system procedures and standards;

Skill in using diagnostic and performance tools and other software products to maintain established information technology standards;

Skill in applying inductive and deductive reasoning to reach logical solutions to technical support problems;

Ability to communicate effectively and to establish and maintain effective working relationships with systems users, vendors, computer operations personnel and programmer analysts;

Ability to plan, coordinate, supervise and evaluate the work of IT Technical Support Specialists.

Experience: Four years of experience maintaining and modifying operating systems for multipurpose, multi-tasking computers.

Notes:

1. Candidates may substitute thirty credit hours from an accredited college or university in Computer Information Technology, Computer Science, Management Information Systems or other information technology-related field to include course work in machine or assembler computer languages, and operating system and data communication technology for multipurpose, multi-tasking computers for one year of the required experience.

2. Candidates may substitute experience operating multipurpose, multi-tasking computer systems; or scheduling, controlling input and output or maintaining a tape library to process data on multipurpose, multi-tasking computer systems; or converting data from project specifications by developing program code using third generation or other generally accepted computer programming languages; or designing, developing and maintaining communications networks on a year-or-year basis for a high school education.

3. Candidates may substitute the possession of a Bachelor's degree from an accredited college or university in Computer Information Technology, Computer Science, Management Information Systems or other information technology related field to include course work in machine or assembler computer languages, and operating system and data communication technology for multipurpose, multi-tasking computers and three years of experience maintaining and modifying operating systems for multipurpose, multi-tasking computers for the required experience.

4. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer in the Computer Systems Operations classifications or Computer Systems Operations specialty codes in the Information Technology field of work on a year-for-year basis for the required experience.

Not applicable.

Employees are subject to call-in 24 hours a day and, therefore, must provide the employing agency with a telephone number where they can be reached.

Class specifications are broad descriptions covering groups of positions used by various State departments and agencies. Position descriptions maintained by the using department or agency specifically address the essential job functions of each position.

This is a Skilled Service classification in the State Personnel Management System. All positions in this classification are Skilled Service positions. Some positions in Skilled Service classifications may be designated Special Appointment in accordance with the State Personnel and Pensions Article, Section 6-405.

Class Specifications for Skilled or Professional Service classes in which all positions have been designated Special Appointment provide information about the Nature of Work, Examples of Work and General Requirements. The Required Knowledge, Skills, and Abilities; Minimum Education and Experience Requirements; Special Requirements; and recruitment and testing procedures are set by the using agency.

This classification is not assigned to a bargaining unit as indicated by the designation of S (supervisor), M (manager), T (agency head), U (Board or Commission member), W (student), X (Used by agency or excluded by executive order), or Z (confidential). As provided by State Personnel and Pensions Article, Section 3-102, special appointment, temporary, contractual, supervisory, managerial and confidential employees are excluded from collective bargaining. Additionally, certain executive branch agencies are exempt from collective bargaining and therefore, all positions in those agencies are excluded from collective bargaining.

Jul 1 1998 12:00AM

January 6, 2022

Director, Division of Classification and Salary