IT Technician, Grant Services Specialist II (NCS) - Baltimore City Health Department

Baltimore City•Baltimore, MD

6d•$67,687 - $117,791

About The Position

The Baltimore City Health Department is seeking an IT Service Desk Technician to support users across the agency. The role provides help desk support, including troubleshooting customer issues and installing, configuring, and testing software and operating systems. The technician also installs, unpacks, and sets up computer hardware and printers for internal and external users. The position serves as an initial technical contact, supports VIP users, manages service desk tickets and escalations, and maintains PC-related hardware and systems. It also includes configuring devices for different agencies, troubleshooting and replacing components, maintaining computer inventory for the refresh program, and running inventory reports. Candidates under final consideration for positions identified as positions of trust must complete the required criminal background check and/or fingerprint screening. All selected candidates must complete a mandatory six-month probation.

Requirements

Bachelor’s degree from an accredited college or university, or an equivalent combination of education and experience.
Four years of experience coordinating, monitoring, and processing cases involving health, social, vocational, or rehabilitation services to clients, including two years supervising subordinate staff, or an equivalent combination of education and experience.
Knowledge of administrative practices and procedures.
Knowledge of public health services and practices, where required.
Knowledge of research techniques and methodology.
Skill in grant writing and grant administration.
Skill in formulating public policies.
Skill in coordinating responses from multiple public and private agencies, institutions, and community resource organizations.
Ability to plan, implement, and administer a high-level, high-profile special initiative program or project.
Ability to establish and maintain effective liaisons with people of varied backgrounds, including clients, families, neighbors, government representatives and officials, community institutions, service providers, and personnel.
Ability to deal calmly and tactfully with emergency or crisis situations.
Ability to promote program activities.
Ability to communicate effectively, orally and in writing.
Supervisory experience.
Administrative experience.

Nice To Haves

Associate degree or a combination of education and experience.
Two years of computer support, applications analysis, and/or data security and testing experience.
Where required, knowledge of specified oral and written non-English language grammar, spelling, punctuation, and associated cultural idioms, customs, and norms.
Where required, skill in speaking, reading, and writing a specified non-English language and interacting within associated cultural idioms, customs, and norms.

Responsibilities

Serve as the initial contact for customers seeking technical assistance by phone, chat, email, or in person.
Provide immediate, on-demand technical support to VIP users, including the Comptroller and Mayor, regarding system performance and availability.
Monitor the service desk ticket queue, resolve tickets, and address escalations.
Resolve problems and requests; install, configure, and maintain PC-related hardware and systems.
Troubleshoot and diagnose network problems, PC updates, standard software, web browsers, and basic network connectivity.
Configure laptops and desktops for agencies according to their needs.
Increase computer memory when users experience slowness, when the processor can support the increase.
Troubleshoot and replace video and network cards.
Install and test hardware and peripheral components; load operating systems, networking components, and office applications.
Customize and adapt existing programs to meet user requirements.
Test new programs for compatibility with existing programs and confirm that program objectives and specifications are met; compare programs with established standards and make modifications.
Review existing program objectives and specifications, evaluate proposed changes, recommend changes, and make modifications.
Maintain inventory for the computer refresh program and run reports for computers and laptops in the environment.