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COMPUTER USER SUPPORT SPECIALIST II

Recruitment #21-000020-0001

GRADE

ASTD12

LOCATION OF POSITION

Department of Juvenile Services
217 E. Redwood Street,
Baltimore, MD 21202

POSITION DUTIES

This position will provide 1st line support for the DJS Help Desk tickets and email system. Responsibilities include and are not limited to documenting incident tickets for assistance with troubleshooting hardware or software problems. This position will also provide support so the end users can function effectively and efficiently. Incumbent will recommend site visits, when necessary, to the various field offices and facilities statewide to escalate issues that cannot be fixed over the phone to a technician. Duties will also include acting as the Call Administrator in the evenings for two weeks in each quarter. Additionally, the position will provide support for the inventory processes.

MINIMUM QUALIFICATIONS

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

Experience: One year of experience responding to Help Desk calls from users of computer systems.

Notes:

1. Candidates may substitute additional experience operating computer equipment for the purpose of data entry, word processing or maintaining information 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.

DESIRED OR PREFERRED QUALIFICATIONS

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

1. Experience with network configurations
2. Experience navigating Window's 7 & 10 and Google/Gmail

LIMITATIONS ON SELECTION

Limited to State of Maryland employees only.

SELECTION PROCESS

Please make sure that you provide sufficient 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 this date. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the eligible (employment) list for at least one year.

EXAMINATION PROCESS

The assessment will be a rating of your application based on your education, training and experience as they relate to the requirements of the position. Therefore, it is essential that you provide complete and accurate information on your application. Please report all related experience and education. For education obtained outside the U.S., you will be required to provide proof of the equivalent American education as determined by a foreign credential evaluation service. Please note that your answers on the Supplemental Questionnaire must correspond to the information provided on your application to receive credit.

BENEFITS

FURTHER INSTRUCTIONS

The online application process is strongly urged.  However, if you are unable to apply on line you may mail a paper application to the address below or fax a paper application to the fax number below.  If you choose to fax or use regular mail, you must include on each page of the attachment your First and Last Name, the Recruitment Number that is located at the top of the bulletin and the last 4 digits of your SS#.  The paper application must be received by 5 pm, close of business, on the closing date for this recruitment, no postmarks will be accepted. Incorrect application forms will not be accepted:

     Maryland Department of Juvenile Services
     217 E Redwood Street
     Baltimore, MD 21202
     Attn: Shavonne Holman
     Fax number 410-333-4188
     TTY Users: call via Maryland Relay

Should additional information regarding this recruitment be required, please contact DJS Office of Human Resources at djs.ohr@maryland.gov.  

Include the Recruitment Title/Number that is located at the top of the bulletin. As an equal opportunity employer Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity.

DJS values the experience gained by Veterans while serving our country. Veterans are welcome to apply for all current recruitments. 

Bilingual applicants are welcome to apply for all recruitments. 

The resulting Certified Eligible List for this recruitment may be used for similar positions in this or other State agencies.