NOC Support Tier 3 - Non-Merit

Baltimore County•Towson, MD

2d•Onsite

About The Position

A Non-Merit vacancy exists in the Office of Information Technology. Non-Merit positions are not classified within the Baltimore County Government Classification and Compensation Plan. A list of eligible applicants will be established based on the examination as outlined below. All interested candidates must apply at this time. List all promotions and changes in job duties due to reclassification as separate work experiences on your application. Applicants must include the dates of the promotions and reclassifications. Note: Failure to complete all fields of the "Work Experience" section of the application will result in your application not being considered. You can attach your resume, transcript(s) or license(s) to your application. Failure to submit proof of Licenses, Certifications and Education will result in your application not being considered. Proof of licenses, certifications, and/or education must be submitted with each application.

Requirements

AA Degree plus a minimum of (4) years technical and troubleshooting experience (IT Service Desk/NOC/Other IT related position).
Familiar with Active Directory, Windows 10/11, SCCM, Print Logic, Beyond Trust, Microsoft Office 365, Microsoft Azure, Cherwell ITSM or similar ticketing system.

Nice To Haves

An AA college degree and service experience in Service Desk/NOC environment.

Responsibilities

Serves as Tier 3 level technical support for internal customers and supporting day-to-day operations including: scheduling for 24/7/365 coverage, training new employees, performance monitoring and evaluations of employees, and continual service improvement.
Oversees ticket and call queues while streamlining workflows and helping technicians develop the skills required to succeed in role.
Works closely with Service Desk Manager to establish new policies, define team goals, and lead staff to achieving desired results while being accountable for team performance.
Ensure Priority 1 SOPs are being followed.
Schedule and ensure 24/7/365 Service Desk Coverage for all shifts. Weekend and holiday coverage must be posted on calendar(s) one year in advance.
Work with other IT teams to get up-to-date support information and add to Cherwell’s Knowledge Base and Configuration Items (CIs), and SharePoint to assist all Tiers with troubleshooting.
Diagnose reoccurring issues, trouble locations, frequent outage areas & patterns via the Network Monitoring system and work to resolve & notify support teams of on-going issues.
Monitor ticket and call volume, and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
Perform management duties such as hiring, training, performance evaluations, and PIPs progress monitoring.
Ensure high level of customer service and first call resolution is being provided by all team members.
Ensure that NOC members are aware of upcoming changes to production systems and environments.
Creating and performing training programs or workshops for entire NOC team.
Serve as Champion of OIT policies, procedures and initiatives.
Other duties as assigned.