NOC Support Tier I - (IT Tech I) - Non-Merit

Baltimore County • Towson, MD

7d • Onsite

About The Position

A Non-Merit vacancy exists in the Office of Information Technology, Service Desk. 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. Current and future NOC Tier I vacancies occurring in the Office of Information Technology may be filled from the list of eligible applicants. 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. A resume will not be considered in determining your qualifications for a position. Applicants selected for an interview may provide a resume at that time. You can attach your 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

• Possession of a high school diploma plus a minimum of (2) years of technical and troubleshooting experience (IT Service Desk/NOC).
• Must be familiar with Active Directory, Windows 10, SCCM, printer management, Beyond Trust (formerly Bomgar), Microsoft Office, Cherwell ITSM or similar ticketing system.
• Must have excellent communication and problem-solving skills.
• Be able to work independently with little supervision and have an understanding of basic networking principles (DNS, DHCP, and TCP/IP).
• Knowledge of the principles and practices of Information Technology.

Nice To Haves

• A college degree
• Service experience in Service Desk/NOC environment
• Information Technology Infrastructure Library (ITIL) foundations certification
• Information Technology Infrastructure Library (ITIL) Service Desk Analyst certification
• MCP certification
• A-Plus training or certification
• Network Plus training or certification
• Computer and Networking certifications

Responsibilities

• Serves as Tier 1 first-line technical support for internal customers on OIT’s Service Desk.
• Responsible for troubleshooting, problem solving, and technical support of all networked systems including applications, mobile devices, PC’s, laptops and, peripherals for Baltimore County government agencies and the Baltimore County public libraries.
• Serves as a Champion for OIT and provides friendly, thorough and professional customer service.
• Receives inbound service requests via phone, email or portal.
• Creates tickets, and provides first call resolution whenever possible by troubleshooting IT issues.
• Escalates tickets when necessary, qualifying the complexity of issues and assigning the ticket to the proper support areas.
• Remotes into devices to resolve issues when necessary.
• Performs password resets.
• Recognizes and escalates Priority 1 issues, ensuring that someone is working the issue and providing timely updates.
• Monitors Service Desk email queue.
• Monitoring the Data Center for issues and temperature extremes.
• Performs mainframe moves, adds, changes, and print jobs.
• Updates Team’s Documentation/Knowledgebase.
• Stays current on updated technologies.
• Destroys hard drives.
• Assists with imaging PCs, prepping mobile devices.
• Assists other IT teams as needed.
• Other duties as assigned.

Benefits

• Employees in this position must be available for on-call rotation for production problems 24 hours a day, 7 days a week.
• Perform off-hours system changes and updates.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED