Technical Services Support Specialist II - Technology & Communications, Information Systems Services

Howard County Government•Columbia, MD

15h

About The Position

Howard County Government is hiring a Technical Services Support Specialist II to provide PC and desktop support, configure and maintain computer hardware and software, and act as a liaison for technology-related issues. The position serves as a Service Desk Technician, providing first- and second-tier application support for county employees and troubleshooting cloud and on-premises applications. It performs intermediate-level technology and communications work under general supervision, supporting desktop platforms, accounts, applications, networks, and IT service requests.

Requirements

Bachelor's degree and one year of related experience, or an equivalent combination of education and experience.
Ability to troubleshoot IT issues and provide first- and second-tier application support.
Ability to communicate effectively with computer users, including non-technical users, interpret their questions, and explain software use.
Ability to write effective training materials and develop user-facing documentation from technical manuals.
Ability to apply basic mathematics and algebra, define problems, collect data, establish facts, and draw logical conclusions.
Ability to read computer software technical manuals.
Ability to talk or hear regularly; sit and use hands frequently; and occasionally stand, walk, reach, and lift or move up to 10 pounds.
Close vision and ability to adjust focus.

Nice To Haves

Bachelor's degree in Computer Science or Information Systems from an accredited four-year college or university.
Microsoft MCP, MSCE, Desktop Support Technician, CompTIA A+, MTA, or ITIL certification.
Experience with desktop and application virtualization technologies such as VMware Workstation, View, and VMware ThinApp, or similar tools.
Experience with desktop imaging, user personalization, software architecture, and network design principles.
Knowledge of Microsoft operating systems, including Windows 10 and later and Windows Server 2017, and working knowledge of Windows applications.
Excellent oral and written communication and listening skills.
Exceptional interpersonal skills, including teamwork, facilitation, and consensus building.

Responsibilities

Install and maintain network-node desktop platforms; provide desktop support, software configuration, and PC maintenance.
Troubleshoot remotely using diagnostic techniques and guided questioning, identify solutions, guide customers through problem-solving, and refer unresolved issues to the next support level.
Ensure internal IT Service Desk requests are actioned and track customer issues through analysis, resolution, follow-up, status updates, and documentation.
Create user accounts, manage user rights, maintain distribution, email, and security groups, update group memberships, and assign users to organizational units.
Maintain familiarity with Windows 10 and later and Microsoft Office 365; perform limited Office 365 administration and provide accurate information about IT products and services.
Support general network configuration tasks and coordinate network schedules, backups, and downtime with users.
Document network configurations and cabling layouts; evaluate LAN hardware and software needs and make recommendations.
Coordinate hardware and software installations performed by others.
Serve as a single point of contact for PC/LAN desktop needs, coordinate with other support groups, assist with project management, and participate in weekly operations meetings.
Track file server outages and IT assets.
Assist with user training and documentation of procedures.
Perform other related duties as assigned.