DOIT END USER SUPPORT SPEC LD/ ADV

State of Maryland - DoIT Networks Division • Full-time • Baltimore, MD, US • $85.96k - $94.59k / year • 5d ago

Introduction

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.

GRADE

STD 0020

LOCATION OF POSITION

6 St. Paul, Baltimore, MD 21202

Main Purpose of Job

This position will lead and coordinate special IT projects for the State of Maryland Governor/Lt. Governor and other Executive offices of the Governor. This position involves providing specialized, white glove support directly to the State of Maryland Governor, Lt. Governor and their staff who work out of 6 St. Paul weekly. 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 VIP support request.

MINIMUM QUALIFICATIONS

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

Preferred Qualifications:

Six months or more experience working with high level executives and providing white glove VIP services in a fast-paced environment.

Six months or more experience in each of the following applications/tools: Microsoft 365, Google Suite, Adobe and video conferencing tools such as Teams, Google Meet, WebEx, Zoom, and GoToMeeting.

Proven experience working with Windows and MAC OS systems.

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 in the State of Maryland.

SPECIAL REQUIREMENTS

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.

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 ranked as Best Qualified, Better Qualified, or Qualified and placed on the eligible (employment) list for at least one year.

EXAMINATION PROCESS

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.

BENEFITS

STATE OF MARYLAND BENEFITS

FURTHER INSTRUCTIONS

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.