DOIT END USER SUPPORT SPEC LD/ADV

The Department of Information Technology (DoIT) provides support to state agencies, the Executive Office of the Governor, the Governor’s coordinating offices, and a variety of independent agencies within the Executive Branch. 

Striving to provide the highest level of customer service to its internal and external customers, DoIT supports Maryland’s agencies and commissions through its leadership and strategic direction for Information Technology and Telecommunications, establishing a long range, target technology architecture, encouraging cross agency collaboration and advocating best practices for operations and project management.

STD 0020

29449 Charlotte Hall Road, Charlotte Hall, MD 20622

This position will involve providing specialized support in the areas of end user support and services, providing advanced technical expertise and guidance in other IT areas. The role may be involved in technical project coordination, project prioritization, collection and research of relevant technical data, regression testing of IT hardware and software, computer security tools, providing remote and desk-side end user support, and other end user support activities including, but not limited to, endpoint imaging, end user setup, and laptop/desktop maintenance. 

 This position is responsible for supporting standard productivity software as determined and approved by DoIT, including, but not limited to, Microsoft Office suite, Google Suite, and Adobe products. This position also encompasses providing support to agency Executive staff members, VIP customers and visitors, as well as customers from various other DoIT supported agencies. It entails supporting their technology needs and user support requirements, adapting to fast paced and dynamic environments, with the ability to multitask efficiently and effectively and is responsible for coordination of all efforts towards resolution of the support request. As the business nature of Charlotte Hall Veterans Home is unique, of high visibility, and critical to Charlotte Hall Veterans Home end user operations and business continuity, this position is required to be available on an as needed basis, which may fall on weekends, evenings, and state holidays.

Ensure IT systems are operational 24/7. 

Develop and recommend new standards, methods of operations and new technology to accomplish the mission of the agency. 

Coordinate and lead special projects and provide timely updates on project status to agency executives, customers and stakeholders.

Support Windows based operating systems as well as DoIT approved non-windows OS systems, device security, disaster recovery, and relevant technical architecture. 

Ensuring that appropriate processes and procedures are maintained, consistent with published State policies and guidelines. 

Perform, and assist with LAN maintenance activities as needed, such as tracing of minor cabling if needed; notifications in case of failure of equipment. 

Provide white glove services and support (Incident & Service Requests). Demonstrate advanced technical skills and acumen and deliver exceptional technical services.

Maintenance and installation of critical software and applications for user support such as Anti-Virus, Encryption software, Microsoft Office suite, Google Suite, and Adobe products.

Install, test, and support new and existing end user device hardware and software such as desktop, laptops, tablets, mobile device printers, scanners, etc. 

Trouble shoot and resolve issues with network connectivity and components connected to the network as well as other factors affecting 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. 

Troubleshoot and resolve issues with desktop/laptop/tablet/mobile device hardware, software, network connectivity, and other factors effecting systems operations and performance.

Assist in the completion and capture of physical inventory for DoIT supported sites and support the process for capturing moves, adds, and changes to reconcile with the asset database and ensure inventory is maintained accurately in accordance with DoIT asset policies.

Assist customers with video conference setup, testing and evaluation of any of the following: Google Meet, Microsoft Teams, Zoom, WebEx, or GoToMeeting.   For teleworkers configure laptops and ensure the timely delivery by scheduling in-office appointments. 

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

Experience: Four 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;

Notes:

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.

2. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer in Computer User classifications 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:

Our preferred candidate will have one year of experience in one or more of the following:

Working regularly with Windows and macOS systems.

Supporting and troubleshooting complex databases, legacy platforms and system architecture.

Performing client side IT work in a large (over 100 employees), fast paced organization or company.

Employees in this classification 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 in the State of Maryland.

1. Applicants for this classification may handle sensitive data. This will require a full scope background investigation prior to appointment. A criminal conviction may be grounds for rejection of the applicant.

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.

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.

STATE OF MARYLAND BENEFITS

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.