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IT SYSTEMS TECHNICAL SPECIALIST

IT TELECOMMUNICATION SPECIALIST

Recruitment #22-004488-0016

Introduction


The Maryland Department of Human Services (DHS) is the state’s primary social service provider, serving over one million Marylanders annually.  The Department, through its 24 local departments of social services, aggressively pursues opportunities to assist people in economic need, provide preventive services, and protect vulnerable children and adults in each of Maryland’s 23 counties and Baltimore City.  DHS works in every community in Maryland to positively impact the lives of Marylanders.

GRADE

19

LOCATION OF POSITION

Department of Human Services
Office of Technology for Human Services (OTHS)
311 W. Saratoga Street
Baltimore, Maryland  21201

AND

1100 Eastern Avenue
Essex, Maryland  21221

Main Purpose of Job

The Technical Services Division of the Office of Technology for Human Services (OTHS) oversees DHS’s IT Voice Over Internet Protocol (VOIP), Private Branch Exchange (PBX) and Mobile Device Management and Deployment, as well as supporting customers by developing and maintaining the hardware and software. This includes day-to-day maintenance, operation and management of DHS’s IT Telephony infrastructure to ensure that DHS users are able to perform mission-essential functions 24x7x365. 

The Voice Communication unit within the Technical Services Division is responsible for performing Voice Communication Management activities for more than 5,000 Mobile Devices across DHS and the VOIP and PBX telephone systems. Types of activities includes but is not limited to designing specification plans for our VOIP Infrastructure as per customer requirements and appropriate enterprise solutions; coordinates with Technicians to perform the installation and migrations of various technology solutions within the network. Develops architecture plans for voice services and preparing appropriate budgets and specifications for projects. Monitors efficient working of all complex and multifaceted projects. Performs research and development of new technologies and evaluate work of support suppliers. Designs RFPs for project requirement, coordinates with vendors and evaluate bids to recommend appropriate product for select network. Manage new sites in regards to the construction and cabling needs. 

The position is also responsible for the Mobile Device Management Systems to ensure all the configurations using our MDM solution align with our Security and Departmental needs. Analyzes the telecommunication and computer network needs for DHS as it pertains to the servicing, evaluating, and purchasing of mobile devices, asset management of mobile devices, the purchasing of hardware, partnering with telecommunications’ vendors and phone carriers, as well as, maintaining on-going communication and operations with the DHS/OTHS/Voice Communication Unit at DHS Central.

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.

Experience Seven years of experience designing, developing, testing, implementing and maintaining application, communication, database or operating systems software.

Notes:

1.  Candidates may substitute graduation from an accredited high school or possession of a high school equivalency certificate and thirty credit hours from an accredited college or university in Computer Science, Computer Technology, Management Information Systems or other information technology-related field to include coursework in application, communication, database or operating systems software technology for four years of the required experience. 

2.  Candidates may substitute graduation from an accredited high school or possession of a high school equivalency certificate and one year of experience designing, developing, testing, implementing and maintaining application, communication, database or operating systems software for four years of the required experience.

3.  Candidates may substitute experience operating computer systems; or scheduling, controlling input and output to process data on computer systems; or evaluating, implementing and maintaining computer hardware and software; or converting data from project specifications by developing program code using generally accepted computer programming languages on a year-for-year basis for a high school education.

4.  Candidates may substitute the possession of a Bachelor's degree from an accredited college or university in Computer Science, Computer Information Technology, Management Information Systems or other information technology-related field to include coursework in application, communication, database or operating systems software technology and three years of experience designing, developing, testing, implementing and maintaining application, communication, database or operating systems software for the required experience.

5.  Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer in the Computer Systems Operations classifications or Computer Systems Operations specialty codes in the Information Technology field of work on a year-for-year basis for the required experience.

SELECTIVE QUALIFICATIONS

Applicants must meet the selective qualification(s) to be considered. Include clear and specific information on your application regarding your qualifications.

One year of experience using VMware Workspace ONE.

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.

The ideal applicant would possess:

- Three years of experience supporting users with various mobile device issues

including but not limited to cellphones and tablets.

- Two years of experience using an endpoint management solution.

- Two years of experience using a ticketing system and documenting resolutions.

- One year of experience deploying applications using various IT methods.

- Two years of customer service experience.

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 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. 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.

For education obtained outside the U.S., a copy of the equivalent American education as determined by a foreign credential evaluation service is required prior to hire.

It is imperative to list all computer and software experience on your application pertaining to your job duties.

BENEFITS

As an employee of the State of Maryland, you will have access to outstanding benefits, including: health insurance, dental, and vision plans offered at a low cost. CLICK ON THIS LINK FOR MORE DETAILS: STATE OF MARYLAND BENEFITS.

  • Personal Leave - new State employees are awarded six (6) personnel days annually (prorated based on start date).
  • Annual Leave - ten (10) days of accumulated annual leave per year.
  • Sick Leave - fifteen (15) days of accumulated sick leave per year.  
  • Parental Leave - up to sixty (60) days of paid parental leave upon the birth or adoption of a child.
  • Holidays - State employees also celebrate at least twelve (12) holidays per year.  
  • Pension - State employees earn credit towards a retirement pension.

FURTHER INSTRUCTIONS

Online applications are STRONGLY preferred. If you are not able to apply online, please send your paper application and supplemental questionnaire (if applicable) to:  Department of Human Services, Examination Services Unit, Attention: Betty Ketterman, 311 West Saratoga Street, First Floor, Baltimore, Maryland 21201.

Or, fax requested information to: 410-333-0882; Email Bettyj.ketterman@maryland.gov: Voice 410-767-7147, toll-free: 1-800-332-6347. 

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. 

Do not submit unsolicited documentation. 

The paper application must be received by 5 PM on the closing date for the recruitment. 

TTY Users: call via Maryland Relay, 1-800-925-4434. 

As an equal opportunity employer Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity. Bilingual applicants and people with disabilities are encouraged to apply. We thank our Veterans for their service to our country and encourage them to apply.



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