Internal IT Helpdesk

State of Maryland • Baltimore City, MD

4d • Onsite

About The Position

The Maryland Department of General Services (DGS) is hiring a contractual Internal IT Helpdesk resource for the Business Enterprise Administration (BEA), Office of Information Technology (OIT). The position serves as a central point of contact and provides front-line Tier 1 technical assistance to internal users, including State, local, and municipal employees, and external users such as vendors. Under the direction of the Technology Manager, the employee troubleshoots user issues, resolves incidents, fulfills service requests involving general IT and DGS applications, and escalates issues to the appropriate support teams when needed.

The role supports system maintenance and basic system administration, including documenting issues, tracking tickets, assisting with change requests and updates, and supporting account access and configuration. It monitors incoming requests and system inquiries to identify trends and help improve system performance and user experience. The employee may also serve as backup for delegated system management responsibilities to help maintain continuity of operations.

The position is located at 301 W Preston Street, Baltimore, Maryland. Employees in this classification may be subject to call-in 24 hours a day and may be required to provide a telephone number where they can be reached. Contractual employees working at least 30 hours per week, or an average of 130 hours per month, may be eligible for subsidized health benefits if other stated eligibility conditions are met. Dental, accidental death and dismemberment, and life insurance are available at the employee's full premium cost. Contractual leave may be granted after 120 days worked in a 12-month period, accruing at one hour per 30 hours worked up to 40 hours per calendar year.

Requirements

• One year of experience maintaining and modifying operating systems for multipurpose, multitasking computers.
• Candidates may substitute 30 college credit hours in a specified or other IT-related field, including coursework in machine or assembler computer languages, operating systems, and data communication technology for multipurpose, multitasking computers, for the required experience.
• Candidates may substitute specified experience operating multipurpose, multitasking computer systems; scheduling or controlling input and output or maintaining a tape library for such systems; developing program code from project specifications using third-generation programming languages; or designing, developing, and maintaining communications networks, on a year-for-year basis for a high school education.
• Candidates may substitute a bachelor's degree in a specified or other IT-related field, including coursework in machine or assembler computer languages, operating systems, and data communication technology for multipurpose, multitasking computers, for the required experience.
• Candidates may substitute qualifying U.S. Armed Forces commissioned-officer military service experience in Computer Systems Operations classifications or specialty codes in the Information Technology field, on a year-for-year basis for the required experience.
• Must be willing to accept contractual employment.
• Must be legally authorized to work in the United States.
• Selected candidates may be required to pass a State and Federal fingerprint background check.

Nice To Haves

• Experience installing, testing, debugging, and maintaining operating system software or data communication software.
• Familiarity with monitoring computer system performance and utilization and developing plans to modify and upgrade operating systems.
• Experience managing IT inventory systems, tracking hardware and software assets, and maintaining accurate equipment records.

Responsibilities

• Serve as the initial point of contact for IT-related questions, incidents, and service requests.
• Diagnose and resolve common hardware, software, connectivity, account, and application issues.
• Assist with password resets, account access, permissions, multifactor authentication, and basic onboarding and offboarding requests.
• Provide accurate information about department policies, procedures, and best practices.
• Provide basic support for desktops, laptops, monitors, printers, mobile devices, and other end-user equipment.
• Assist with installation, configuration, updates, and basic troubleshooting of approved applications.
• Log, categorize, prioritize, update, and close incidents and service requests in the ITSM system.
• Escalate Tier 1 issues that cannot be resolved to Tier 2, Do IT, application teams, vendors, or other appropriate support groups.
• Support equipment setup, account and application access, and basic technology needs for new and departing employees.
• Use and contribute to knowledge articles, FAQs, troubleshooting guides, and standard operating procedures.
• Keep users informed about ticket status, troubleshooting steps, expected resolution, and escalations.
• Provide on-site and remote assistance and troubleshooting using approved tools.
• Assist with tracking and maintaining information about assigned IT equipment.
• Follow State security procedures and identify and escalate potential security incidents, phishing attempts, or suspicious activity.
• Identify recurring issues and trends and report them to the appropriate IT support or management team.
• Document issues, track tickets, and assist with change requests and updates through established maintenance and change control processes.
• Support basic system administration functions and provide backup for delegated system management responsibilities.

Benefits

• Eligible contractual employees may receive subsidized health and prescription coverage for themselves and eligible dependents, with the employee responsible for 25% of premiums and the State subsidizing the remaining 75%.
• Dental coverage, accidental death and dismemberment insurance, and life insurance are available at the employee's full premium cost.
• Contractual leave may be granted after 120 days worked in a 12-month period and accrues at one hour per 30 hours worked, up to 40 hours per calendar year.

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed