End User Support Specialist II - BCIT

Baltimore City • City of Syracuse, NY

4d

About The Position

Welcome to the City of Baltimore! Experience the reward of a fulfilling career and enjoy the added element of excitement in a vibrant, diverse atmosphere. The City of Baltimore offers limitless opportunities to help drive social impact, both on the job and in the community, while serving its citizens. Join us in making Baltimore a great place to live and work. In the City of Baltimore, we hire great people and provide them with the skills and opportunities to grow toward their career aspirations. If you are looking for a career change or interested in learning more, explore our opportunities and benefits programs. We are excited to have you as a part of the City of Baltimore Team! The city offers medical, prescription drug, dental, vision, optional life, AD&D, and FSA plans. This office also supplies wellness programs, support groups, and workshops. You can learn about our benefits here: https://humanresources.baltimorecity.gov/hr-divisions/benefits

An End-User Support Specialist II provides oversight for the customer support process such as customer communication, incident management, and request fulfillment and they work with other technical teams to develop and complete requests and to ensure a high level of IT customer service.

Requirements

• EDUCATION: Have an associate degree
• EXPERIENCE: Have two (2) years of related technical experience.
• NOTE (EQUIVALENCIES): Have an equivalent combination of education and experience.
• Technical credentials may be substituted for six months of experience or education.
• Multiple certifications may receive additional credit towards education/experience.
• Working knowledge of the principles, concepts and methodology at a proficient level in area(s) of assignment which has been gained by job experience or relevant advanced education.
• The ability to work independently with the exception of the most complex assignments.
• Work is primarily focused on the modification, development or maintenance of existing technology.
• Ability to resolve problems requiring analysis and the discernment of the most suitable solution(s)/processes(s) available.
• Ability to apply and enhance knowledge and skill to both usual and unusual issues. Needs minimal guidance in addressing unusual situations.
• Ability to perceive actions needed in relation to obtaining goals.
• Understands and can discuss the application and implications of changes to processes, policies, and procedures in the assigned area of responsibility.
• Successfully completes diverse tasks of the job.
• Applies new technology (as applicable): Learns to operate and maintain new technology; assists in transitions.
• Skilled in formulating routines and standards of practice to complete assigned tasks.

Nice To Haves

• ITIL 4 / A+ / Network + certifications a plus

Benefits

• The city offers medical, prescription drug, dental, vision, optional life, AD&D, and FSA plans.
• This office also supplies wellness programs, support groups, and workshops.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees