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COMPUTER USER SUPPORT SPECIALIST II

Recruitment #24-000020-0002

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Introduction

 

When you join the Maryland Department of Human Services (DHS), you join a team of more than 5,000 employees across the state dedicated to positively changing the lives of more than 1 million Marylanders each year. We do this by providing economic support, preventive services, and caring for children and adults. 


We aim to deliver services so that we more quickly meet the needs of the people we serve. At DHS, we grapple with hard questions to find new ways to foster a culture of bold innovation. We do this to ensure that in Maryland, we leave no one behind. 

This is a full time contractual position. 
 

GRADE

12

LOCATION OF POSITION

Maryland Department of Human Services 
Washington County Department of Social Services
LGA Division
122 N Potomac St. 
Hagerstown, MD 21740

Main Purpose of Job

This position performs intermediate level work responding to and coordinating the resolution of Helpdesk calls. Employee's in this position develops computer program training for staff on a group and individual basis. This position will provide technical support for agency personnel and is responsible for maintaining agency inventory including hardware and software, telecommunications, and cameras. This position supports more than 227 users and 290 network workstations and peripherals, monitors daily network activity, troubleshoots multiple servers, hubs, routers, switches, and telecommunications software and hardware at two locations. At all times, the incumbent will provide customer service to both internal and external customs that meets or exceeds the standards set by the Department.

POSITION DUTIES

This position will provide the following to Washington County DSS employees at three separate locations. 
  • Technical and Helpdesk Support
  • Network/LAN Administration
  • IT/Equipment Management 

MINIMUM QUALIFICATIONS

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

Experience: One year of experience responding to Help Desk calls from users of computer systems.

Notes:

1. Candidates may substitute additional experience operating computer equipment for the purpose of data entry, word processing or maintaining information on a year-for-year basis for the required education.

2. 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

Preference will be given to applicants who possess the following preferred qualification(s). Include clear and specific information on your application regarding your qualifications.
  • One year of experience in providing good customer service as a technical help desk support person.
  • One year of repairing and/or maintaining cell phones, tablets, computers, laptops, printers, fax machines and/or copiers.  
  • One year experience in equipment inventory management
  • One year experience providing computer user training in a group or on a individual basis. 

LICENSES, REGISTRATIONS AND CERTIFICATIONS

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 valid in the State of Maryland.

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 placed on the eligible (employment) list for at least one year.

BENEFITS

Contractual employees who work for an agency covered under the State Employee and Retiree Health and Welfare Benefits Program, have a current employment contract and work 30 or more hours a week (or on average 130 hours per month) may be eligible for subsidized health benefits coverage for themselves and their dependents. As a contractual employee, you will be responsible for paying 25% of the premiums for your medical and prescription coverage, including any eligible dependents you have enrolled. The State of Maryland will subsidize the remaining 75% of the cost for these benefits. You can also elect to enroll in dental coverage, accidental death and dismemberment insurance, and life insurance, but will be responsible to pay the full premium for these benefits.

Leave may be granted to a contractual employee who has worked 120 days in a 12 month period. This leave accrues at a rate of one hour for every 30 hours worked, not to exceed 40 hours per calendar year.

FURTHER INSTRUCTIONS

Online applications are highly recommended, however the paper application may be submitted to: Washington County Department of Social Services Attn: Katy Zeger 122 N Potomac St. Hagerstown, MD 21740.  The paper application must be received on the closing date for this recruitment, no postmarks will be accepted.  Information received after the closing date will not be considered.  Application inquiries may be directed to Katy.Zeger@Maryland.gov

TTY  Users: call via Maryland Relay

We thank our Veterans for their service to our country, and encourage them 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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