Tier 1 Helpdesk Support

State of Maryland•Baltimore City, MD

1d•Hybrid

About The Position

The Maryland Department of General Services (DGS) supports State and local government agencies, as well as local non-profit organizations and the citizens of Maryland, by providing facilities management, real estate and surplus property services, as well as security and law enforcement for State buildings. DGS is also responsible for a full spectrum of facilities, engineering, design and construction services, almost $1 billion in annual contract administration, and overseeing the State procurement process. The IT Functional Analyst II provides frontline technical support and centralized application assistance for DGS enterprise systems, including Maryland’s eMaryland Marketplace Advantage (eMMA) procurement platform and related business applications. This position delivers Tier 1 IT support services by troubleshooting user issues, resolving incidents, managing service requests, and ensuring timely escalation and resolution in coordination with technical teams and stakeholders.

Requirements

Two years of experience providing problem analysis and ongoing user support, coordinating system development and implementation, and training users on the functionality of applications for agency or statewide systems housed on mainframe computers or large client server platforms.
Possession of an Associate’s degree from an accredited college or university in Accounting, Finance, Business Administration, Public Administration, Human Resources Management, Information Technology or other related field with specific coursework in the structure and use of automated information systems and one year and six months of experience providing problem analysis and ongoing user support, coordinating system development and implementation, and training users on the functionality of applications for agency or statewide systems housed on mainframe or large client server platforms.
Possession of an Bachelor’s degree from an accredited college or university in Accounting, Finance, Business Administration, Public Administration, Human Resources Management, Information Technology or other related field with specific coursework in the structure and use of automated information systems and one year of experience providing problem analysis and ongoing user support, coordinating system development and implementation, and training users on the functionality of applications for agency or statewide systems housed on mainframe or large client server platforms.
U.S. Armed Forces military service experience as a commissioned officer in the Cyber and Information Systems classifications or Cyber and Information specialty codes in the Information Technology field of work on a year-for-year basis for the required experience.

Nice To Haves

Two (2) or more years of experience within the last five (5) years providing IT helpdesk or technical support services, including troubleshooting hardware, software, and application issues in an enterprise environment.
Two (2) years of experience working on a customer support helpdesk, with a focus on incident management and user support.
Two (2) years of experience supporting an IT service desk, including ticket triage, escalation, and resolution using standard ITIL practices.
Proficiency in using CRM or ITSM tools (e.g., ServiceNow, FreshDesk, Jira, Confluence or similar) for tracking and managing support requests.
Working knowledge of enterprise systems such as Ivalua, or similar financial/ERP systems, including user support and basic troubleshooting.
Proficiency in Google Workspace and Microsoft Office products and applications.

Responsibilities

Serves as a primary technical support resource and centralized point of contact for enterprise application and platform support, delivering responsive customer service to internal government agencies and external stakeholders.
Provides Tier 1 helpdesk support by diagnosing technical issues, performing remote troubleshooting, resolving user incidents, and escalating complex matters to Tier 2 support and program leadership when necessary.
Guides users through issue resolution processes, account access support, and platform functionality while promoting self-service resources and adherence to established operational procedures and best practices.
Manages and maintains detailed service records, incident documentation, customer communications, and resolution tracking within enterprise helpdesk ticketing systems to support accountability and operational transparency.
Collaborates with cross-functional technical and business teams to identify process improvements, communicate customer feedback, and enhance system performance, user experience, and service delivery standards.
Supports system administration activities, including troubleshooting remedies, assisting with bug resolution, configuration support, and maintaining continuity of operations for mission-critical applications.
Assists with procurement-related requirements gathering, business process documentation, and stakeholder coordination to support evolving operational and system needs.
Participates in implementation testing, system configuration validation, and change management activities while maintaining technical proficiency through ongoing vendor training and platform expertise development.
Develops and maintains technical documentation, configuration records, audit materials, disaster recovery resources, and supplemental training materials to ensure continuity of service and operational compliance.