IT/Telecom Support Specialist I (13802, Grade 18)

The Maryland-National Capital Park & Planning Commission • Landover, Maryland, United States • $53.68k - $95.06k / year • 3d ago

JOB
Under general supervision, provides end-user support by responding to support requests submitted via the service desk phone, email, and ticketing system. The work includes installing, upgrading, deploying/reclaiming, and configuring computer hardware and software, ensuring tickets are properly documented and closed or escalated according to defined SLAs, communicating effectively, timely, and accurately, prioritizing resolving tickets remotely before scheduling on-site dispatches, proactively researching solutions to problems, and documenting processes/solutions in the knowledge base. An IT/Telecom Support Specialist I works as an individual contributor, serving as a member of a team in the support of end-users and related systems. IT/Telecom Support Specialist I's consult closely with more experienced employees and/or supervisors on analysis and development tasks. Performs other duties as assigned.

EXAMPLE OF DUTIES
Respond to end-user support requests submitted to the service desk. Tickets are submitted via phone, email, and a self-service portal into a ticketing system. Tickets need to be triaged, prioritized, and routed appropriately.Respond to network outage alerts. Contact the site manager, check with ISP, check power. Update the management chain and facility staff on the status. Deploy new computer equipment, reclaim old hardware. Work with users to transition data to new systems. Assist users with questions on common software packages. Microsoft Office, for example. Guide users to resources managed by other MNCPPC divisions and departments. Utilize knowledge base, independent research, and senior staff resources to find solutions to problems. Update or create knowledge base documents for solutions.Troubleshoot general connectivity issues for computers, printers, and other devices. No connection, poor performance, incorrect network configuration, etc.

SUPPLEMENTAL INFORMATION
Classification Specification: IT/Telecom Support Specialist I, #1316 May be subject to medical, drug and alcohol testing.DIVERSITY STATEMENT: The Maryland-National Capital Park and Planning Commission (M-NCPPC) is an Equal Opportunity Employer. We celebrate a workplace culture of diversity, equity and inclusion without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, sexual orientation, marital status, disability, genetic information, gender identity, or any other non-merit factor. Applicants with Disabilities under the Americans with Disabilities Act.If you require accommodations or special arrangements due to a qualifying disability, please notify the Recruitment & Selections Services Unit at the time of applications at or 301-454-1411 (Maryland Relay 7-1-1) M-NCPPC will make all efforts to reasonably accommodate you.