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DoIT End User Support Spec Ld/Adv

Recruitment #22-004754-0001

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Introduction

Come Join Our Team!

DEPARTMENT OF INFORMATION TECHNOLOGY (DoIT)

 

The Department of Information Technology champions the state’s strategic direction for Information Technology and Telecommunications, establishing a long range, target technology architecture, encouraging cross agency collaboration and advocating best practices for operations and project management.

Technological resources at the agency’s disposal combined with a talented and knowledgeable team allow the Department of Information Technology to successfully identify and promulgate opportunities for State agencies to run more efficiently and less expensively, maximizing the State’s investment in technology and telecommunication assets.

GRADE

STD 0018

LOCATION OF POSITION

Dept. of Information Technology (DoIT)
100 Community Place
Crownsville, MD  21032

Main Purpose of Job

This position involves providing specialized, end user support to the Dept. of Information Technology Executive team staff members, VIP customers and visitors at the DoIT Crownsville site location, supporting their technology needs and user support requirements, adapting to fast paced and dynamic environments, with the ability to multitask efficiently and effectively and is responsible for coordination of all efforts towards resolution of the VIP support request.

While this position typically supports a single location or agency, circumstances may dictate the need to support other locations or agencies. When assigned work at other locations the use of a State or personal vehicle, may be necessary.

POSITION DUTIES

VIP Technical Support
Demonstrated advanced end user support technical skills and acumen and deliver exceptional services. Research, troubleshoot and triage technical issues and collaborate with other DoIT teams and vendors as needed to resolve reported issues with a high sense of urgency and as expeditiously as possible. Advise and provide technical consult to End User Support team members and end users. Promote knowledge sharing and awareness of technical issues and solutions.

IT Hardware & Software Support 
Installation and maintenance of office computer equipment such as desktops, laptops, printers, scanners, or other devices. For teleworkers configure laptops and ensure the timely delivery by mail of equipment.  Installation, customization, and maintenance of critical software for users such as anti-virus, encryption software, etc.  Troubleshoot and resolve issues with desktop/laptop/tablet/mobile device hardware, software, network connectivity, and other factors effecting systems operations and performance. Ensure desktop computers interconnect with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.  Install upgrades/service packs as needed.  Assist customers with video conference setup, testing and evaluation (Zoom, WebEx, Cisco Jabber, GoToMeeting, and Google Meet).

Technical Projects 
Work on assigned technical projects and provide customer and supervisor timely updates on project status.  

IT Asset & Inventory Support 
Assist in the completion of physical inventory by capturing moves, adds, and changes.

MINIMUM QUALIFICATIONS

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

Experience:  Four 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. A Vocational Certificate, a Microsoft Certified Product Specialist certification, or an equivalent certification and one additional year of experience providing client-side computer hardware and software assistance for supported end users may be substituted for the required education.

2. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer in Computer User classifications Management specialty codes in the Information Technology field of work on a year-for-year basis for the required experience and education.

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.

Our Preferred Candidate Will Have a Working Knowledge in the Following Areas:

ServiceNow Ticketing System

Windows Based Operating Systems, Current and Legacy Versions

Google Workspace, Microsoft OneDrive

Vid-Conf platforms such as Zoom, GoToMeeting

Office365

LICENSES, REGISTRATIONS AND CERTIFICATIONS

Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator’s license in the State of Maryland.

SPECIAL REQUIREMENTS

1. 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.

2. Employees may occasionally be required to travel to 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.

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 may consist of a rating of your education, training, and experience related to the requirements of the position. It is important that you provide complete and accurate information on your application. Please report all experience and education that is related to this position.

BENEFITS

FURTHER INSTRUCTIONS

Online applications are highly recommended. However, if you are unable to apply online, the paper application and supplemental questionnaire may be submitted to: Department of Budget and Management, Recruitment and Examination Division, 301 W. Preston St., Baltimore, MD 21201. Paper application materials must be received in our office by the closing date for the recruitment. No postmarks will be accepted.

For questions regarding this recruitment, please contact the DBM Recruitment and Examination Division at Application.Help@maryland.gov or 410-767-4850, MD TTY Relay Service 1-800-735-2258.

We thank our Veterans for their service to our country.

People with disabilities and bilingual candidates are encouraged to apply.

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

For education obtained outside the U.S., a copy of the equivalent American education as determined by a foreign credential evaluation service must be provided prior to hire.




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