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.
MOPD is further committed to providing equal opportunity and
reasonable
accommodation for individuals with disabilities in employment,
its services,
programs and activities by modifying or adjusting the job
application process
or the job or work environment to make reasonable accommodations
to the known
applicant or employee to enable the applicant or employee be
considered for the
position they desire; to perform the essential functions of the
position in
question; or to enjoy equal benefits and privileges of
employment as are
enjoyed by other similarly situated employees without
disabilities, unless the
accommodation imposes an undue hardship. Applicants must be able
to operate a
computer and other office equipment. Applicants must have access
to a motor
vehicle or be able to navigate public transportation. If a
reasonable
accommodation is needed, please contact Tawanda Jackson, Human
Resources
Supervisor, 410-767-8503
tawandal.jackson@maryland.gov
GRADE
15
LOCATION OF POSITION
Information Technology Division
989 Corporate Drive
Linthicum, Maryland 21090
Main Purpose of Job
A Computer Information Services Specialist I is the intermediate and full performance levels of work evaluating, implementing and maintaining personal computer hardware and software. Employees in this classification do not supervise.
POSITION DUTIES
The Computer Information Services
Specialist I provides telephone, email, and in-person/on-site technology
support to Office of the Public Defender (OPD) staff members. The Computer
Information Services Specialist I provides excellent customer service when
responding to agency staff support requests and inquiries to perform
troubleshooting and problem resolution on computers, agency-managed mobile
devices, printers and other peripheral devices.
This position participates in
the execution of technology projects and initiatives. The Computer Information
Services Specialist I contributes to the achievement of service desk goals
and objectives. This position may travel to various agency sites to perform
on-site work requests and/or deploy new technology devices.
The incumbent within this position must
possess the technical expertise, and knowledge of technology used by OPD agency
staff along with the steps for troubleshooting and resolving commonly reported
technology issues. Must be able to assist OPD staff in the use of newly
deployed technology solutions. Must be proactive in communicating and
escalating 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 performing troubleshooting and
problem resolution on computers, mobile devices, printers, network devices and
other peripheral devices.
The incumbent will install software on devices, serve
as the point of escalation for technology incidents and requests requiring
in-person support, log all support request activities into the support tracking
system, and escalate support tickets requiring advanced support while complying
with departmental standards for responsiveness, escalation and problem
resolution. The incumbent will also 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 and resolving help desk calls from users of computers, or operating computer equipment for the purpose of data entry, word processing, spreadsheet, graphics, data base or other applications.
Notes:
1. Candidates may substitute additional experience responding to and resolving help desk calls from users of computers, or operating computer equipment for the purpose of data entry, word processing, spreadsheet, graphics, data base or other applications on a year-for-year basis for the required education.
2. Candidates may substitute nine credit hours in personal computer applications at an accredited college, university or institution for the required experience.
3. Candidates may substitute the completion of a certification program in computer repair, such as Microsoft A+ or an equivalent program for the required experience.
4. 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:
· One year of
experience providing front line technical support via phone, email, remote
tools, and on-site activities
· Experience
working in a managed Service (Help) Desk environment utilizing incident
management best practices and systems
· Strong working
knowledge and experience installing, configuring and troubleshooting Windows
desktops/laptops, Microsoft Office, email, printers and responding to general application questions typically found in a Microsoft based computing
environment
· Experience with
basic information security concepts (Network account creation, safeguarding
passwords, etc.)
LICENSES, REGISTRATIONS AND CERTIFICATIONS
NOT APPLICABLE.
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 the list will receive eligibility for a period of one (1) year .
EXAMINATION PROCESS
The
examination will consist of a rating of your education, training and experience
related to the requirements of the position. You may be required to complete a
qualifications supplement, or the rating may be based on your application.
Therefore, it is important that you provide complete and accurate information
on your application. Report all experience and education that is related to
this position. Applicants selected for an interview may be required to complete
a writing sample onsite during the interview process.
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 Attn: Janynee Bailey-Covington. Email address: Janynee.Bailey-Covington@Maryland.gov; 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.
As an equal opportunity
employer, Maryland is committed to recruiting, retaining, and promoting
employees who are reflective of the State’s diversity.
We values the
experience gained by Veterans while serving our country. Veterans are welcome
to apply for all current recruitments.
Bilingual applicants
and people with disabilities are welcome to apply for all recruitments.
