End User Support Specialist II - BCIT

Baltimore City•Baltimore, MD

2d•$74,803 - $119,684•Onsite

About The Position

The Baltimore City Office of Information and Technology (BCIT) is seeking an End User Support Specialist II to serve as the first point of contact for executive level and other high-profile clients seeking technical assistance. Examples of these departments include, Mayor’s Office, Baltimore City Council and the Legal Department. This executive level support desktop technician will represent the BCIT End User Support department as they engage with VIP clients, identify and document IT needs, perform troubleshooting, and determine the best solution for technical issues and queries. This position provides on-site coverage within the assigned departments to include their remote or satellite locations, along with 7x24x365 on-call coverage.

Requirements

Associate degree AND two (2) years of related technical experience.
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.
Ability to work independently with the exception of the most complex assignments.
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.
Learns to operate and maintain new technology; assists in transitions.
Skilled in formulating routines and standards of practice to complete assigned tasks.
Must complete a mandatory six-month's probation.
Must complete authorization for a Criminal Background Check and/or Fingerprint.
Education must be obtained from an accredited institution.
Education credentials obtained out of the US must be evaluated for US equivalency.

Nice To Haves

ITIL 4 / A+ / Network + certifications

Responsibilities

Serve as the first point of contact for executive level and other high-profile clients seeking technical assistance.
Engage with VIP clients, identify and document IT needs.
Perform troubleshooting and determine the best solution for technical issues and queries.
Provide on-site coverage within assigned departments, including remote or satellite locations.
Provide 7x24x365 on-call coverage.