State of Maryland

A State Retirement Agency (SRA) IT Support Specialist III is the lead/advanced performance level of work answering helpdesk calls and assisting users and performing client-side assistance for personal computers (desktop, laptops and tablets), all peripheral devices and associated software. Employees in this classification assign, review and approve the work of and train lower-level SRA IT Support Specialists or serve as project lead. Employees in this classification do not supervise other positions.

Employees in this classification receive general 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 III is differentiated from the SRA IT Support Specialist II in that the SRA IT Support Specialist III either assigns, reviews and approves the work of and trains SRA IT Support Specialists or manages desktop upgrade and software projects.

When functioning at the lead level:

Assigns, reviews, and approves the work of the lower-level SRA IT Support Specialists;

Trains lower-level SRA IT Support Specialists;

When functioning at the advanced level:

Mange desktop upgrade projects;

Manage software rollout projects;

Make recommendations on standards for desktop, laptop, and printer purchases;

Oversee and assign helpdesk tickets;

When functioning at Both levels:

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

Images, configures, and sets up equipment for employees use in accordance with established procedures, ensures and installs cables, operating systems, and appropriate software;

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

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, and 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;

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

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

Advises IT Security Administrator when malware or adware is detected on a user’s personal computer;

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;

Reviews network event logs and notifies Network Security Administrator of problems or irregularities identified;

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;

Installs and maintain software to link to mainframe computers;

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

Tags new equipment, performs asset tracking and takes inventory of IT equipment;

Assists with purchasing functions of IT;

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.

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

Experience: Three 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. Candidates may substitute graduation from an accredited high school or possession of a high school equivalency certificate with a vocational certificate in Information Systems for one year of required experience.

2. Candidates may substitute completion of a Microsoft Certified Product Specialist certificate or equivalent certification for one year of required experience.

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

Employees in this classification may be asked to work evenings, weekends and holidays on rare occasions 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.