Computer Information Services Specialist I

State of Maryland•Anne Arundel, MD

11h

About The Position

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 [email protected] 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.

Requirements

Graduation from an accredited high school or possession of a high school equivalency certificate.
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.
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.
Candidates may substitute nine credit hours in personal computer applications at an accredited college, university or institution for the required experience.
Candidates may substitute the completion of a certification program in computer repair, such as Microsoft A+ or an equivalent program for the required experience.
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.

Nice To Haves

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.)

Responsibilities

Provides telephone, email, and in-person/on-site technology support to Office of the Public Defender (OPD) staff members.
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.
Participates in the execution of technology projects and initiatives.
Contributes to the achievement of service desk goals and objectives.
Travel to various agency sites to perform on-site work requests and/or deploy new technology devices.
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.
Assist OPD staff in the use of newly deployed technology solutions.
Proactive in communicating and escalating high-visibility events to the Technology Support Operations Manager, as well as to other IT Department management as appropriate.
Performing troubleshooting and problem resolution on computers, mobile devices, printers, network devices and other peripheral devices.
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.
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.