State of Maryland

A State Retirement Agency (SRA) IT Support Specialist Trainee is the entry level of work answering helpdesk calls, assisting users and performing client-side end user assistance for personal computers (desktop, laptops and tablets), all peripheral devices and associated software. Employees in this class do not supervise other positions.

Employees in this classification receive close supervision from a SRA Network Systems Manager or other IT Administrator.

Positions in this classification are evaluated by 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 classification specification.

The SRA IT Support Specialist Trainee, SRA IT Support Specialist I and SRA IT Support Specialist II are differentiated based on the degree of supervisory control exercised by the supervisor over these employees. The SRA IT Support Specialist Trainee performs the duties under close supervision. The SRA IT Support Specialist I performs the duties under close supervision at times, and under general supervision at other times, depending on the complexity of the specific duty being performed. The SRA IT Support Specialist II performs the full range of duties and responsibilities under general supervision.

Learns to respond to inquiries regarding computer software or hardware operation to resolve problems from Help Desk tickets;

Learns to image, configure, and set up equipment for employee use in accordance with established procedures, and installs cables, operating systems, and appropriate software;

Learns to refer major hardware or software problems or defective products to vendors or network systems administrators for resolution;

Learns to enter commands and observe system functionality to verify correct operations and detect errors;

Learns to maintain records of daily data communication transactions, problems and remedial actions taken, and installation activities;

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

Learns to plan, coordinate and conduct formal and informal training programs for personal computer users;

Learns to provide technical guidance and assistance for end users during problem diagnosis and resolution;

Learns to advise the IT Security Administrator when malware or adware is detected on a user’s personal computer;

Learns to coordinate configurations, installations, and general troubleshooting of PC hardware and software;

Learns to install operating system software and network communications software for computer networks;

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

Learns to diagnose and repair PCs, printers, scanners or other networked devices;

Learns to troubleshoot mobile device issues;

Learns to perform basic network troubleshooting;

Learns to install application software;

Learns to review network event logs and notifies Network Security Administrator of problems or irregularities identified;

Learns to prepare and assemble technical documentation and user documentation for computer software and hardware;

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

Learns to tags new equipment, perform asset tracking and take inventory of IT equipment;

Learns to assist with purchasing functions of IT;

May learn to install and maintain software to link to mainframe computers;

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

Performs other related duties.

Knowledge of line-of-business programs, their respective missions, and the role of information technology;

Knowledge of the functions and capabilities of PCs (desktop, tablets and laptops), related equipment and software products;

Knowledge of the functions of local and wide-area networking, as well as network account metadata and infrastructure, such as via Active Directory;

Knowledge of client-server architecture;

Knowledge of general change management practices;

Skill in synthesizing multiple products and technologies into a blended, hybrid solution;

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 properly configure niche software for departmental needs;

Ability to recognize and resolve conflicting product requirements on users’ PCs;

Ability to understand programs needs of computers and software and technology;

Ability to recognize data-connectivity requirements;

Ability to recognize presence and/or likelihood of Personally Identifiable Information (PII);

Ability to review and comprehend technical procedures, documents, manuals and other related materials;

Ability to establish and maintain effective relationships with users, vendors, and all IT staff;

Ability to interact with all levels of SRA personnel.

Employees in this classification may be subject to call-in 24 hours a day and be required to work evenings, weekends, and holidays when systems are down or to work on systems that need to be repaired or replaced during non-business hours and, therefore, may be required to provide the employing agency with a telephone number where the employee can be reached. Employees may be furnished with a pager or cell phone.

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.

Employees may occasionally be required to travel to the main office during off hours or 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.

The work may require moving computers, printers and other IT related equipment weighing up to 50 pounds.

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 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 collective bargaining. Additionally, certain executive branch agencies are exempt from collective bargaining and all positions in those agencies are excluded from collective bargaining.

Employees in this classification are eligible to receive overtime compensation. An employee who works more than the normal workweek is entitled to be compensated for that overtime as provided by the State Personnel and Pensions Article, Section 8-305.

This classification is one level in a Non-Competitive Promotion (NCP) series. NCP promotions are promotions by which employees may advance in grade and class level from trainee to full performance levels in a classification series. In order to be non-competitively promoted to the next level in a NCP series, an employee must: 1) perform the main purpose of the class as defined in the Nature of Work section of the class specification; 2) receive the type of supervision defined in the class specification, and 3) meet the minimum qualifications of the classification.