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COMPUTER USER SUPPORT SPECIALIST II

Service Desk Analyst

Recruitment #19-000020-0001

Introduction

The Office of the Public Defender is a statewide independent agency charged with providing superior legal representation to indigent defendants.  The agency’s vision is Justice, Fairness and Dignity for All.  Employees are committed to the core values of culture of excellence, client centered representation, tenacious advocacy, and are united in achieving the agency’s mission.

OPD has a centralized Information Technology headquarters office located in Anne Arundel County and numerous field locations to include local OPD offices, courthouses, local detention centers and mental health hospitals.  The Information Technology Division provides department-wide technology planning, acquisition, policies, connectivity, and support for a broad portfolio of infrastructure and applications operating in an enterprise caliber environment. 

GRADE

12

LOCATION OF POSITION

Anne Arundel County

Information Technology Division

989 Corporate Drive

Linthicum, Maryland 21090

POSITION DUTIES

The Service Desk Analyst provides telephone and email-based support to Office of the Public Defender (OPD) staff members. The Service Desk Analyst responds to agency support staff requests and inquiries to perform troubleshooting and problem resolution on computers, agency-managed mobile devices, printers and other peripheral devices. This position contributes to the achievement of service desk goals and objectives. The incumbent within this position must possess the knowledge of technology used by OPD agency staff along with the steps for troubleshooting and resolving commonly reported technology issues and work support requests.

Must be able to communicate effectively with OPD staff in the context of listening carefully to reports of technology issues, responding to the report with empathy and affirmative understanding, and setting appropriate expectations for response. Must be proactive in communicating escalations and high-visibility events to the Technology Support Operations Manager, as well as to other IT Department management as appropriate. Essential job functions the incumbent within this position will complete includes logging all support request activities into the work request/incident management system, remotely accessing Agency systems to make changes and fix problems, escalating high-severity incidents requiring advanced support appropriately, and complying with departmental standards for responsiveness, escalation and problem resolution.

The incumbent is expected to support continuous improvement initiatives as developed by the OPD IT management team, support compliance with technology policies and service level expectations, participate in the execution of technology infrastructure projects and initiatives as assigned, and proactively communicate the status of various IT related matters, announcements, and alerts to the IT management team, as needed.

MINIMUM QUALIFICATIONS

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

Experience: One year of experience responding to Help Desk calls from users of computer systems.

Notes: 

1.  Experience operating computer equipment for the purpose of data entry, word processing or maintaining information 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.

DESIRED OR PREFERRED QUALIFICATIONS

Preferred Qualifications:

Prior experience with providing phone/remote technology support as part of a Help Desk/Call Center type of working environment

Strong written/verbal communication skills and customer service oriented Hands-on experience with troubleshooting Windows desktops/laptops, Microsoft Office, email, printers and general application questions typically found in a Microsoft based computing environment

Working knowledge of both Windows 7 and Windows 10 operating systems

Prior exposure to basic information security concepts (Network account creation, safeguarding passwords, etc.)

LICENSES, REGISTRATIONS AND CERTIFICATIONS

Employees in these classifications 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 valid in the State of Maryland.

SELECTION PROCESS

It is essential that you provide complete and accurate information on your application.  Please report all related education, experience, dates and hours of work.  All information concerning your qualifications must be submitted by the closing date.  We will not consider information submitted after this date.  Applicants certified to list will receive eligibility for a period of one (1) year.

BENEFITS

FURTHER INSTRUCTIONS

Online Applications Preferred.  Please fax all paper applications and questionnaires to (410) 333-2260. Inquiries regarding applications and submitting paper applications can be directed to: Office of the Public Defender, Human Resources Division, 6 Saint Paul Street, Suite 1304, Baltimore, MD 21202; or by calling (410) 767-8500, toll free: 877-430-5187; TTY users call Maryland Relay Service 800-735-2258. 

Please be sure to include your name, identification number (Easy ID#) and job announcement number on any documentation to ensure timely processing.

A paper copy of the MD State application form and questionnaire can be downloaded from the link below.

If you are having difficulty with your user account or have general questions about the online application system, please contact the MD Department of Budget and Management, Recruitment and Examination Division at 410-767-4850 or Application.Help@maryland.gov

As an Equal Opportunity Employer, Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity.