Skip to Main Content

DoIT End User Support Spec Supervisor

Recruitment #25-004755-0001

Go Back Apply View Benefits

Introduction

The Department of Information Technology (DoIT) provides support to state agencies, the Executive Office of the Governor, the Governor’s coordinating offices, and a variety of independent agencies within the Executive Branch.

Striving to provide the highest level of customer service to its internal and external customers, DoIT supports Maryland’s agencies and commissions through its leadership and 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.

GRADE

STD 0019

LOCATION OF POSITION

Department of Information Technology
100 State Circle 
Annapolis, MD 21401

Main Purpose of Job

The End User Support Specialist Supervisor is responsible for supervising DoIT End User Support Specialists and DoIT End User Support Specialist Ld/Adv. team members that 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, video conference support, and related hardware and software which is specific to each agency’s needs. This position will provide direct supervision of team members in providing technical guidance and advice in the areas of user support, hardware and software installation, production control, and other customer facing IT support functions and computer operations associated with the Executive Office of the Governor (GOV), VIP customers and supported agency VIP staff as needed. This position is responsible for supporting all Windows based operating systems including current as well as legacy versions. This position is responsible for supporting standard productivity software as approved 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. 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

Supervise technical staff - Trains, instructs, and mentors direct reports and provides technical consult. Assign and prioritize support tickets to ensure timely resolution. Monitor team performance. 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 - Provide hands-on support for complex technical issues related to hardware, software, and connectivity to networks. Ensure direct reports perform 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. Ensure proper troubleshooting and resolution of system failures, connectivity issues, and application errors when applicable.

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. 

Queue & Workload Management - Ensure direct reports are using the ServiceNow system to create, update and close completed tickets for every user interaction. Document all work in ServiceNow related to the installation, deployment, and maintenance of hardware and software for end users. Create user accounts and management of account privileges. Use the ServiceNow system to create and update tickets for every user interaction before starting on any project. Work on assigned tickets to meet any established SLO/SLAs. 

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. Document and troubleshoot reported issues as appropriate in ServiceNow and collaborate with other DoIT IT support teams as needed towards issue resolution. 

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. 

Ensure direct reports are completing DoIT’s physical inventory for the site(s) as assigned. Manage the completion and capture of physical inventory for DoIT supported sites and support the process for capturing moves, adds, and changes to reconcile with the asset database and ensure inventory is maintained accurately in accordance with DoIT asset policies. 

Perform other job-related duties as required by business needs.

MINIMUM QUALIFICATIONS

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.

DESIRED OR PREFERRED QUALIFICATIONS

One year of supervisory experience.

One year of experience performing full ticketing engagement, VIP support and livestream platforms.

LIMITATIONS ON SELECTION

LIMITED TO CURRENT EMPLOYEES OF THE DEPARTMENT OF INFORMATION TECHNOLOGY ONLY.

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.



Click on a link below to apply for this position:

Fill out the Supplemental Questionnaire and Application NOW using the Internet. Apply Online
View and print the Supplemental Questionnaire. This recruitment requires completion of a supplemental questionnaire. You may view and print the supplemental questionnaire here.
Apply via Paper Application. You may also download and complete the Paper Application here.

Powered by JobAps