Doit End User Support Spec Ld/Adv

State of Maryland•Howard, MD

12h•Onsite

About The Position

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. 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 the Maryland Department of Emergency Management (MDEM) is unique, of high visibility, and critical to MDEM 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.

Requirements

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

Nice To Haves

One year of experience in one or more of the following: Working regularly with Windows and macOS systems.
Providing critical end user IT support for emergency response staff and personnel.
Performing client side IT work in a large (over 100 employees), fast paced organization or company.

Responsibilities

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