State of Maryland

HCD End User Computing Specialist Supervisor (#003737)

- Hourly / - BiWeekly /
- Monthly / $53,214.00-$85,398.00 Yearly


GRADE

18

NATURE OF WORK

As a housing finance agency, Housing and Community Development (HCD) offers a broad range of financial services that include bond finance, mortgage lending, municipal and small business lending, cashflow loans, tax credit programs and loan servicing, as well as housing voucher and grant administration for community revitalization.  HCD’s commercial partnerships and stakeholders include community and investment banks, sub-services, trustees and bond holders.

HCD lending and financing programs are inherently time critical, and there are extensive dependencies on personally identifiable information (PII), as well as other sensitive and non-public information.  

An End User Computing Specialist Supervisor is the full-performance level of work for the supervision and performance of client-side assistance for personal computers and software. Employees in this class do supervise. They have extensive interaction with software and database developers, network professionals, and all levels of program (line-of-business) staff.

The employees in this classification receive general supervision, provides timely, and creative solutions to end-user computer and networking problems of a complex nature to ensure end-user productivity.

EXAMPLES OF WORK

Enable Department to expediently respond to opportunities and challenges via Information Technology;

 

Provide client-side computer and software resources and assistance for Departmental users and divisions;

 

Act as proxy for end-users during problem diagnosis;

 

Provide technical guidance and assistance for teleworkers, to enable security and access; 

 

Provide instruction (including material) and guidance for the use of niche software products;

 

Coordinates configurations, installations, and general troubleshooting of PC hardware and software;

 

Responds to situations where standard procedures have failed in isolating or fixing problem equipment or software installations, relocations and configuration changes;

 

Diagnose and repair PCs and printers;

Performs other related duties.

KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of line-of-business programs, their respective missions, and the role of information technology;

Knowledge of the functions and capabilities of PCs;

Knowledge of the functions of local- and wide-area-networking, as well as network account metadata and infrastructure, such as via Active Directory;

Knowledge of client-server architecture;

Knowledge of general change management practices;

Skill in synthesizing multiple products and technologies into a blended, hybrid solution;

Skill in diagnosing product inter-operability issues, typically between different vendor’s products;

Skill in reviewing and interpreting event logs;

Skill in deployment of standardized images on PCs;

Skill in detecting and remediating malware and adware;

Ability to schedule and allocate staff resources;

Ability to guide and mentor subordinate technicians;

Ability to properly configure niche software for Departmental needs;

Ability to recognize and resolve conflicting product requirements on users PCs;

Ability to understand programs needs of computers and software and technology;

Ability to recognize data-connectivity requirements;  

Ability to recognize presence and/or likelihood of Personally Identifiable Information (PII).

MINIMUM QUALIFICATIONS

Education: High school diploma or equivalent 

Experience: Four or more years tracking, responding, and resolving Help Desk calls from users in an organization with extensive level of program integration and reliance on technology

Note: 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.

ACKNOWLEDGEMENTS

Class specifications are broad descriptions covering groups of positions used by various State departments and agencies. Position descriptions maintained by the using department or agency specifically address the essential job functions of each position.

Date Established

July 1, 2019

Approved By

Director, Division of Classification and Salary


CLASS: 003737; EST: 7/1/2019; REV: ;

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