State of Maryland

STD 0018

SKILLED SERVICE         BARGAINING UNIT: G

A Department of Information Technology (DoIT) End User Support Specialist Lead/Advanced is the lead or advanced level of work performing client-side assistance for personal computers (PC’s) and software. Employees in this classification either assign, review, approve the work, and train lower-level DoIT End User Support Specialists or serve as a project lead or technical expert in one or more End User Support areas. Employees in this classification do not supervise DoIT End User Support Specialists. 

Employees in this classification receive general supervision from a DoIT End User Support Specialist Supervisor, an information technology administrator, or other administrator.

The work is performed in normal office settings and at users' work sites in offices. These user sites are spread across multiple locations. When at users' sites, crawling under user desks may be required resulting in exposure to moderate amounts of dust, dirt and insulation.  The work may involve exposure to electrical wires and outlets, and safety procedures must be strictly followed. When performing these duties, employees in this class wear specialized safety equipment including hard hats, goggles and masks.  The work may require moving computers and printers weighing up to 80 pounds.

Positions in this classification are evaluated using the Classification Job Evaluation Methodology. The use of this method involves comparing the assigned duties and responsibilities of a position to the job criteria found in the Nature of Work and Examples of Work sections of the class specification.  

The DoIT End User Support Specialist Lead/Advanced is differentiated from the DoIT End User Support Specialist II in that the DoIT End User Support Specialist II performs the full range of duties under general supervision; whereas the DoIT End User Support Specialist Lead/Advanced performs the full range of duties under general supervision and leads lower-level DoIT End User Support Specialists or serves as project lead or technical expert.  The DoIT End User Support Specialist Lead/Advanced is differentiated from the DoIT End User Support Specialist Supervisor in that the DoIT End User Support Specialist Supervisor has full supervisory responsibility for lower-level DoIT End User Support Specialists.    

When Functioning at the Lead Level:

Assigns, reviews and approves the work of DoIT End User Support Specialists;

Trains DoIT End User Support Specialists;

When Functioning at the Advanced Level:

Serves as project lead on projects that involve specialized hardware and/or software design, configuration, installation, and troubleshooting.

Performs as a technical expert in hardware and/or software design, configuration, installation, and troubleshooting.

When functioning at all levels:

Responds to inquiries regarding computer software or hardware operation to resolve problems.

Sets up equipment for employees use, performing or ensuring proper installation of cables, operating systems, or appropriate software;

Refers major hardware or software problems or defective products to vendors or technicians for service;

Enters commands and observes system functioning to verify correct operations and detect errors;

Maintains records of daily data communication transactions, problems and remedial actions taken, or installation activities;

Reviews user needs and requests for automation, evaluates personal computer hardware and software to provide solutions to user needs and recommends acquisition of appropriate personal computer hardware, software and services;

Assists users in developing the conceptual design of personal computer systems and coordinates the development of personal computer systems applications with programmer analysts;

Plans, coordinates and conducts formal and informal training programs for personal computer users;

Develops user manuals for personal computer hardware operation and software applications;

Provides client-side computer and software resources and assistance for supported end users, who may be located at remote sites;

Provides technical guidance and assistance for end users during problem diagnosis and resolution;

Coordinates configurations, installations, and general troubleshooting of PC hardware and software;

Installs operating system software and network communications software for computer networks;

Responds to situations where standard procedures have failed in isolating or fixing problem equipment or software installations, relocations, and configuration changes;

Diagnoses and repairs PCs, printers, scanners or other networked devices;

Troubleshoots mobile device issues;

Performs basic network troubleshooting;

Installs applications software;

Prepares and assembles technical documentation and user documentation for computer software and hardware;

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

May install and maintain software to link to mainframe computers;

May direct support staff responsible for user support, hardware installation, data entry and other support functions;

Performs other related duties.

Knowledge of PC hardware and operating systems software;

Knowledge of the structure of local or wide area computer networks;

Knowledge of the functions and capabilities of local or wide area computer network hardware, such as cables and other transmission media, connectors, communications devices, multi-station access units, file servers, printers, disk drives, network cards, and emulators;

Knowledge of client-server architecture;

Knowledge of basic Active Directory functions and architecture;

Knowledge of mobile devices for basic troubleshooting;

Knowledge of networks for basic troubleshooting (name resolution, IP, ping, tracert);

Skill in using remote desktop applications to troubleshoot and resolve issues;

Skill in diagnosing product inter-operability issues, typically between different vendor’s products;

Skill in reviewing and interpreting event logs;

Skill in deployment of standardized images on PCs;

Skill in detecting and remediating malware and adware;

Ability to recognize and resolve conflicting product requirements on PCs;

Ability to communicate effectively and to establish working relationships with users, vendors, installers, consultants, network specialists, computer operators, vendor representatives, and customer engineers.

Education: Graduation from an accredited high school or possession of a high school equivalency certificate. 

Experience:  Four years of experience providing client-side computer hardware and software assistance to supported end users.  This includes providing technical guidance to users and diagnosing and resolving issues, coordinating configurations and installations, installing system software and hardware and general troubleshooting of PC hardware and software;

Notes:

1. A Vocational Certificate, a Microsoft Certified Product Specialist certification, or an equivalent certification and one additional year of experience providing client-side computer hardware and software assistance for supported end users may be substituted for the required education.

2. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer in Computer User classifications Management specialty codes in the Information Technology field of work on a year-for-year basis for the required experience and education.

Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator’s license in the State of Maryland.

1. Applicants for this classification may handle sensitive data.  This will require a full scope background investigation prior to appointment.  A criminal conviction may be grounds for rejection of the applicant.

2. Employees may occasionally be required to travel to field locations and must have access to an automobile in the event a state vehicle cannot be provided. Standard mileage allowance will be paid for use of a privately owned vehicle.

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, Annotated Code of Maryland.  

This classification is assigned to Bargaining Unit G, Engineering, Scientific and Administrative Professionals classes.  As provided by the 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 all positions in those agencies are excluded from collective bargaining.

July 1, 2021

June 3, 2024

Director, Division of Classification and Salary