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COMPUTER NETWORK SPECIALIST II

Recruitment #21-004413-0016

GRADE

17

LOCATION OF POSITION

Baltimore County:  1201 Reisterstown Road, Pikesville, MD 21208

POSITION DUTIES

The main purpose of this position is to insure 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 systems software and network communications software. This position is considered emergency essential by DPSCS.

 

Resolves Technical Issues and Problems

► Receives trouble tickets from Remedy Call Tracking System, the TSR process, as well as emails and telephone calls

► Meet with user 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 propose possible solutions or alternatives

► Implement solutions as directed by management

► Update Remedy and management with information pertaining to the resolution of problems

► If necessary, utilize Remote Service software to access the required system to investigate and resolve the problem

► If necessary, place a service call to outside vendor supporting hardware and/or software to schedule repairs in accordance with established policies and procedures

► Meets with other ITCD 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

► Perform 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 DPSCS and other state and federal agencies within the law enforcement communities

MINIMUM QUALIFICATIONS

Applicants must meet all minimum (and selective) qualifications to be considered, and to appear on the list of people eligible for hire. Please read all requirements before applying.

Education: A Bachelor's degree in computer information technology, management information systems, or other information technology related field, including 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.

Notes:

1. Candidates may substitute graduation from an accredited high school or possession of a 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 graduation from an accredited high school or possession of a 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 graduation from an accredited high school or possession of a 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 graduation from an accredited a high school or possession of a high school equivalency certificate: 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.

DESIRED OR PREFERRED QUALIFICATIONS

Preference will be given to applicants who possess the following preferred qualification(s). Include clear and specific information on your application regarding your qualifications.

1. Experience providing onsite and remote technical support for NEC PBX technology and Polycom video conference technology.

2. Experience installing, repairing and troubleshooting video conference equipment, NEC PBX’s, Call accounting services, voicemail servers, and/or other telecommunications equipment.

LICENSES, REGISTRATIONS AND CERTIFICATIONS

NOT APPLICABLE.

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 emailed to hr.recruitmentuser@maryland.gov or faxed to 410-484-5928. Paper application materials must be received in our office by the closing date for the recruitment.

M. McCoy

michaelj.mccoy@maryland.gov

If you are submitting additional information, the preferred method is to upload it with your application. All uploaded additional information must be received by the closing date and time. If you are unable to upload, please email the requested information to hr.recruitmentuser@maryland.gov referencing the recruitment number in the subject line, or fax to 410-484-5928 (providing a cover sheet with your contact information, recruitment name, recruitment number and the number of pages faxed). Only additional materials that are requested will be accepted for this recruitment.

For questions regarding this recruitment, please contact the Department of Public Safety and Correctional Services, HRSD-Recruitment & Examination at 410-585-3999, MD TTY Relay Service 1-800-735-2258.

If you are having difficulties with submitting your online application, please contact the DBM Recruitment and Examination Division at Application.Help@maryland.gov <Application.Help@maryland.gov> or 410-767-4850.

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 recruiting, retaining, and promoting employees who are reflective of the State's diversity.




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