Skip to Main Content

Powered by JobAps


Recruitment #19-004409-0001




DPSCS - Information Technology and Communications Division (ITCD)

6776 Reisterstown Road, Suite 209

Baltimore, MD 21215

Main Purpose of Job

To perform duties for the ITCD Account Management Unit or ITCD Help Desk to ensure the continuing operation of the Department of Public Safety and Correctional Services information technology systems by maintaining and providing data, information and communication services to the DPSCS criminal justice agencies, and the public.



Creates and maintains User and System Accounts

Processes request for creation and maintenance of accounts for the following systems: DPSCS Network, CJIS mainframe (MOSOR, MIRS, WebID), FMIS, OCMS, Googlemail, Checkpoint Mobile VPN.

Processes Remedy Help Desk Tickets

Handles the assigned Remedy tickets within the standard SLA timeframe and provides quality customer services. (typical requests are to : assist users with the mapping of drives, updating of account information, granting access/permissions on file servers, and troubleshooting issues).

Perform standard security tasks on all system accounts

Regular maintenance of inactive accounts is performed for all systems.

Other duties may include:

• The implementation of new software or processes which may require making bulk changes to accounts.

• Provide assistance regarding the settings/maintenance of accounts.



Logging of Help Desk Calls

Provide polite, responsive, and accurate customer service via the Telephone ACD system.

Delivery of Technical Services to Customers

Use remote tools to install, configure, maintain and upgrade software. Assist with setup and troubleshooting of Desktop PCs; monitoring of network performance; diagnosing network software and hardware issues.

Customer Problem Resolution/Documentation

Communicates with staff, users, vendors, and other agencies to ensure DPSCS systems are operational and available to all users, 24x7. Effectively follow ITCD approved escalation procedures. Track and document computer related problems.


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

Experience: One year of experience evaluating, implementing and maintaining personal computer hardware and software.


1.  Experience responding to and resolving help desk calls from users of computers, or operating computer equipment for the purpose of data entry, word processing, spreadsheet, graphics, data base or other applications may be substituted on a year-for-year basis for the required education.

2. 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 the Information Technology field of work on a year-for-year basis for the required experience.


Strong preference will be given to applicants that possess the following preferred qualification (s). Include clear and specific information on your application regarding the qualifications.

One year of customer service/support experience.

One year experience creating/maintaining mainframe accounts or active directory user accounts.

One year experience with Remedy, or any other help desk ticket creating software.


Not Applicable.


The examination will consist of a rating of your education, training, and experience as presented on your application and as they relate to the requirements of the position. Therefore, it is important that you provide complete and accurate information on your application. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the employment (eligible) list for at least one year.

Please make sure that you provide complete and accurate information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after the above closing date.

***Please note that your answers on the supplemental questionnaire must correspond to the information provided on your application to receive credit. Applications that do not include a completed supplemental questionnaire will be considered incomplete and may be subject to disapproval.***


Contractual employees who work for an agency covered under the State Employee and Retiree Health and Welfare Benefits Program, have a current employment contract and work 30 or more hours a week (or on average 130 hours per month) may be eligible for subsidized health benefits coverage for themselves and their dependents. As a contractual employee, you will be responsible for paying 25% of the premiums for your medical and prescription coverage, including any eligible dependents you have enrolled. The State of Maryland will subsidize the remaining 75% of the cost for these benefits. You can also elect to enroll in dental coverage, accidental death and dismemberment insurance, and life insurance, but will be responsible to pay the full premium for these benefits.  

Leave may be granted to a contractual employee who has worked 120 days in a 12 month period. This leave accrues at a rate of one hour for every 30 hours worked, not to exceed 40 hours per calendar year.


To submit your qualifying documents; the preferred method is to upload them using the "other" tab on the online application. However, if you’re unable to upload your documents, please fax requested information only to 410-585-0570 (providing a cover sheet with your contact information, recruitment name, recruitment number and the number of pages faxed). We will not consider information submitted after the closing date of this announcement.

Resumes will NOT be accepted in lieu of completing the online or paper application.

Online applications are STRONGLY recommended; if you do not have internet access, please mail your application by the closing date to:

HRSD-Recruitment & Examination

ATTN: J. Rolon

300 East Joppa Road, Suite 1107

Towson, MD 21286

For more information, please call 410-339-3695

As an equal opportunity employer Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity.

TTY Users: call via Maryland Relay

We thank our Veterans for their service to our country, and encourage them to apply.