**RE-POST** COMPUTER NETWORK SPECIALIST II

17

1201 Reisterstown Road, Pikesville, MD 21208

The main purpose of this position is to ensure the availability of adequate telecommunication services to users twenty-four hours a day, seven days a week. This includes lead level of work planning, integrating and maintaining software and hardware to include operating system software and network communication software. This position is considered emergency essential by Department of Public Safety and Correctional Services.

Resolves Technical Issues and Problems

• Receives trouble tickets from Remedy Call Tracking System, the TSR (Telecommunication Service Request) process, as well as emails and telephone calls.
• Meet with user/s to discuss circumstances and/or symptoms of problems in order to determine proper course of action to obtain resolution.
• Communicate with management, the findings of meetings with user and proposed possible solutions or alternatives.
• Implement solutions as directed by management.
• Update Remedy and management with information pertaining to the resolution of problems.
• Utilize Remote Service software to access the required system to investigate and resolve the problem.
• Place service call to outside vendor supporting hardware and/or software to schedule repairs in accordance with established policies and procedures.
• Meets with other ITCD (Information Technology and Communication Division) team members to communicate issues and develop resolutions.
• Initiate and perform the appropriate industry standard troubleshooting methods.
• Provide documentation of setup and configuration for clients and maintain documentation.
• Update inventories as directed.
• Performs moves, adds and changes (MAC’s) and infrastructure changes thus ensuring that the system or unit is functioning properly.
• Track any IT related problems.
• Follow-up with users.
• Report unresolved problems to management.

Serve as a Departmental Resource for Telecommunications Related Issues

•  Develop and maintain proficiency in the use of agency standard telecommunication technologies
•  Assist and train users in the operation of telecommunications devices.

 Delivers Enhanced Customer Service

• Determine customer needs, answer questions and volunteer necessary information
• Alert users on status of tickets.
• Develop and maintain working cooperation with Department of Public Safety and Correctional Services and other state and federal agencies within the law enforcement communities

Education: Bachelor's degree in computer information technology, management information systems, or other information technology related field, to include course work in local or wide area computer networks, from an accredited college or university.

Experience: One year of experience planning, integrating and maintaining software and hardware for local or wide area computer networks.

In order to meet this educational requirement an unofficial copy of your transcript must accompany your application. For education obtained outside the United States, you will be required to provide proof of the equivalent American education as determined by a foreign credential evaluation service. This evaluation must be submitted with your application.

Notes: 1. Candidates may substitute completion of high school or high school equivalency certificate and eighteen months of experience converting data from project specifications by preparing program code using generally accepted computer programming languages or other developmental tools; planning, installing and maintaining data communications network lines and devices; or evaluating, implementing and maintaining computer hardware and software for the required education.

 2. Candidates may substitute completion of high school or high school equivalency certificate and fifteen credit hours from an accredited college or university in systems analysis and applications programming using generally accepted computer programming languages or other developmental tools for the required education.

 3. Candidates may substitute completion of high school or high school equivalency certificate and completion of a certification program in Network Administration, such as Certified Novell Administrator (CNA), Microsoft Certified Product Specialist NT 4.0 Administrator or equivalent certification program for the required education.

 4. Candidates may substitute experience in one of the following areas on a year-for-year basis for a high school education: operating computer systems, scheduling, controlling input and output or maintaining backups or data storage, processing data on computer systems, evaluating, implementing and maintaining computer hardware and software or converting data from project specifications by developing programs using generally accepted computer programming languages or other developmental tools.

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

**Note** All candidates must meet the Minimum Qualifications & Selective Qualifications to be eligible

Experience administering and supporting large PBX (Private Branch Exchange), Voicemail and call accounting system as both stand alone and campus environment

Experience installing, troubleshooting and repairing CAT3 and CAT5/5e cabling.

The duties and responsibilities of this position require that the incumbent be identified as an EMERGENCY ESSENTIAL EMPLOYEE. As defined in Executive Order 01.013.1981.10 Procedure for Release of State Employee under Emergency Conditions, an emergency essential employee is one whose duties are of such a nature as to require the employee to report to work or remain at the work site to continue agency operation during an emergency situation.

Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. You must meet the minimum qualifications (and selective qualifications, if applicable) to be considered. 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. This evaluation must be submitted with your application. All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date. Resumes may not be submitted in lieu of completing the employment application. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the employment (eligible) list for at least one year.

The examination will consist of a rating of your education, training, and experience as presented on your application and as they relate to the requirements of the position. You will be required to complete a supplemental questionnaire. Therefore, it is important that you provide complete and accurate information on your application.

The incumbent in this position is a member of a covered bargaining unit and will be required to pay a bi-weekly service fee to the exclusive representative of the bargaining unit.

 

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. If you need to submit additional information, the preferred method is to upload your document(s) by electronic means with the submission of your application. However, if you’re unable to upload your documents, please fax requested information only to 410-585-0570 (providing a cover sheet with the following : 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#). We will not consider information submitted after the closing date of this announcement.

Resumes will NOT be accepted in lieu of completing the online or paper application.

ONLINE APPLICATIONS ARE HIGHLY RECOMMENDED, however a paper application may be submitted to:

HRSD-Recruitment & Examination                                                                  

 ATTN: M. Cooper-Stokes

6776 Reisterstown Road, Suite 309 Baltimore, MD 21215

For more information, marcia.cooper-stokes@maryland.gov.

TTY Users: call via Maryland Relay

We thank our Veterans for their service to our country, and encourage them to apply.

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