State of Maryland

An Information Technology (IT) Technical Support Specialist II is the full performance level of work maintaining and modifying operating systems for multipurpose, multi‑tasking computers. Employees in this classification do not supervise other positions.

Employees in this classification receive general supervision from an IT Technical Support Specialist Supervisor or other data processing administrator. Employees may be required to work on evenings, weekends and holidays and may be subject to call‑in.

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 IT Technical Support Specialist Trainee, IT Technical Support Specialist I and IT Technical Support Specialist II are differentiated on the basis of degree of supervisory control exercised by the supervisor over these employees. The IT Technical Support Specialist Trainee learns to perform duties under close supervision.  The IT Technical Support Specialist I performs duties under close supervision at times and under general supervision at other times depending on the complexity of the specific duty being performed.  The IT Technical Support Specialist II performs the full range of duties and responsibilities under general supervision. The IT Technical Support Specialist II is differentiated from the IT Technical Support Specialist Supervisor in that the IT  Technical Support Specialist Supervisor has supervisory responsibility for lower‑level 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 data processing 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 data processing operations;

Plans and participates in the conduct of long and short range studies for determining the feasibility of converting to or modifying existing data processing 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 data processing personnel and systems users;

Programs supplemental service routines and utility programs using third generation or other generally accepted 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 data processing technology;

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

Perform other related duties.

Class Descriptions 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.

Class Descriptions provide information about the Nature of Work, Examples of Work, General Requirements and Acknowledgements.  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 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 from collective bargaining.  Additionally, certain executive branch agencies are exempt from collective bargaining and all positions in those agencies are excluded from collective bargaining.

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 level 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 by 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.