DoIT End User Support Spec Supervisor

The Department of Information Technology supports Maryland agencies and commissions through its leadership and strategic direction in Information Technology and Telecommunications. Technological resources at the agency’s disposal combined with a talented and knowledgeable team allow the Department of Information Technology (DoIT) to successfully identify and promulgate opportunities for State agencies to run more efficiently and maximizes the State’s investment in lower operating costs.

STD 0019

Dept. of Information Technology

The End User Support Specialist Supervisor (EUSSS) is responsible for supervising DoIT End User Support Specialists. These specialist support one or more State agencies with all of their end user technology needs. This includes, but is not limited to, maintenance and management of desktop computers, laptops, tablets, mobile devices, printers, and related hardware and software which is specific to each agency’s needs. This position will provide direct supervision of these specialist in providing technical guidance and advice in the areas of user support, hardware and software installation, production control, and other customer facing IT support function. This position is responsible for supporting all Windows based operating systems including current as well as legacy versions. Responsible for supporting standard productivity software as determined by DoIT and the agencies DoIT supports including but not limited to Microsoft Office, G Suite, and Adobe. While Google Chrome is the State’s preferred web browser, familiarity with other browsers is expected. This position is also expected to support video conference tools such as Zoom, WebEx, Cisco Jabber, GoToMeeting, and Google Meet.

Supervise technical staff

Trains, instructs, and mentors direct reports and provides technical consult. Promote knowledge sharing and awareness of technical issues and solutions. Perform supervisory duties such as train, provide guidance, oversee work of direct reports, and/or take corrective action in the performance of the employee’s duties, approve timesheets, complete employee performance evaluations and other related supervisory duties.  Work with upper management and HR on any performance issues.

IT Hardware & Software Support

Ensure direct reports are performing these functions and at times may need to assist in installing and maintaining hardware such as printers, scanners, or other devices. Maintenance of critical software for user support (Anti-Virus, Encryption software, etc.)  Installation of applications software and customization as required. 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, test, and support new and existing software. Install upgrades/service packs as needed. Keep up to date on new and emerging technologies. Assist customers with video conference setup, testing and evaluation. Install and set up office computer equipment, printers, and other IT related equipment for new and existing employees.  For teleworkers configure laptops and ensure the timely delivery by mail of equipment.

Customer Service

Customer service is a critical function of this role and as such we have established SLO/SLAs to align with reasonable customer expectations. This position should work and manage assigned tickets to direct reports and to self so as to meet established SLO/SLA’s and meet/exceed customer expectations. Ticket management includes entering appropriate notations in the ticket relative to issues identified and actions taken. Document all work in ServiceNow per the DoIT Ticket Handling Etiquette guidelines and apprise customer of progress made towards ticket resolution. Always demonstrate courteous and professional behavior and provide excellent customer service at all times.

 

IT Collaboration

Collaborate and consult with End User Support team members on solving technical issues, research and investigate solutions and workarounds by partnering with DoIT technical teams and peers. Share knowledge and technical solutions with the Service Desk and EUS teams and help promote knowledge sharing.

 

Manage Technical Projects

Manage technical projects and ensure supervised staff provide timely updates on project statuses.. Ensures appropriate level of documentation for project related work is maintained by direct reports. Work on technical projects as assigned. Reports project related issues, milestones, and completion of deliverables to Technology Platform managers and peers.

IT Asset & Inventory Support

Ensure direct reports are completing DoIT’s physical inventory for the site(s) as assigned.

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

Our Preferred Candidate Will Have the Following State/Federal and/or Corporate level End User Support IT experience.

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.

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.

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.

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.

STATE OF MARYLAND BENEFITS

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.