DoIT End User Support Spec Supervisor
|Department||DoIT Networks Division|
|Date Opened||1/24/2023 11:59:00 PM|
|Filing Deadline||2/7/2023 11:59:00 PM|
|Salary||$67,802.00 - $105,072.00/year|
|HR Analyst||Cindy Mann|
LOCATION OF POSITION
Main Purpose of Job
Supervise technical staff
Trains, instructs, and mentors direct reports and provides technical consult. Promote knowledge sharing and awareness of technical issues and solutions. Perform supervisory duties such as train, provide guidance, oversee work of direct reports, and/or take corrective action in the performance of the employee’s duties, approve timesheets, complete employee performance evaluations and other related supervisory duties. Work with upper management and HR on any performance issues.
IT Hardware & Software Support
Ensure direct reports are performing these functions and at times may need to assist in installing and maintaining hardware such as printers, scanners, or other devices. Maintenance of critical software for user support (Anti-Virus, Encryption software, etc.) Installation of applications software and customization as required. Troubleshoot and resolve issues with desktop/laptop/tablet/mobile device hardware, software, network connectivity, and other factors effecting systems operations and performance. Ensure desktop computers interconnect with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems. Install, test, and support new and existing software. Install upgrades/service packs as needed. Keep up to date on new and emerging technologies. Assist customers with video conference setup, testing and evaluation. Install and set up office computer equipment, printers, and other IT related equipment for new and existing employees. For teleworkers configure laptops and ensure the timely delivery by mail of equipment.
Customer service is a critical function of this role and as such we have established SLO/SLAs to align with reasonable customer expectations. This position should work and manage assigned tickets to direct reports and to self so as to meet established SLO/SLA’s and meet/exceed customer expectations. Ticket management includes entering appropriate notations in the ticket relative to issues identified and actions taken. Document all work in ServiceNow per the DoIT Ticket Handling Etiquette guidelines and apprise customer of progress made towards ticket resolution. Always demonstrate courteous and professional behavior and provide excellent customer service at all times.
Collaborate and consult with End User Support team members on solving technical issues, research and investigate solutions and workarounds by partnering with DoIT technical teams and peers. Share knowledge and technical solutions with the Service Desk and EUS teams and help promote knowledge sharing.
Manage Technical Projects
Manage technical projects and ensure supervised staff provide timely updates on project statuses.. Ensures appropriate level of documentation for project related work is maintained by direct reports. Work on technical projects as assigned. Reports project related issues, milestones, and completion of deliverables to Technology Platform managers and peers.
IT Asset & Inventory Support
Ensure direct reports are completing DoIT’s physical inventory for the site(s) as assigned.
Experience: Five years of experience providing client-side computer hardware and software assistance to supported end users. This includes providing technical guidance to users and diagnosing and resolving issues, coordinating configurations and installations, installing system software and hardware and general troubleshooting of PC hardware and software;
1. A Vocational Certificate, a Microsoft Certified Product Specialist certification, or an equivalent certification and one additional year of experience providing client-side computer hardware and software assistance for supported end users may be substituted for the required education.
DESIRED OR PREFERRED QUALIFICATIONS
Our Preferred Candidate Will Have the Following
Supervisory experience in an IT environment
LIMITATIONS ON SELECTION
LICENSES, REGISTRATIONS AND CERTIFICATIONS
2. Employees may occasionally be required to travel to field locations and must have access to an automobile in the event a state vehicle cannot be provided. Standard mileage allowance will be paid for use of a privately owned vehicle.
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.
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.
Online applications are highly recommended. However, if you are unable to apply online, the paper application and supplemental questionnaire may be submitted to: Department of Budget and Management, Recruitment and Examination Division, 301 W. Preston St., Baltimore, MD 21201. Paper application materials must be received in our office by the closing date for the recruitment. No postmarks will be accepted.
For questions regarding this recruitment, please contact the DBM Recruitment and Examination Division at Application.Help@maryland.gov or 410-767-4850, MD TTY Relay Service 1-800-735-2258.
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 recruitment, retaining and promoting employees who are reflective of the State's diversity.