COMPUTER USER SUPPORT SPECIALIST II

at  State of Maryland

INTRODUCTION

When you join the Maryland Department of Human Services (DHS), you join a team of more than 5,000 employees across the state dedicated to positively changing the lives of more than 1 million Marylanders each year. We do this by providing economic support, preventive services, and caring for children and adults.
We aim to deliver services so that we more quickly meet the needs of the people we serve. At DHS, we grapple with hard questions to find new ways to foster a culture of bold innovation. We do this to ensure that in Maryland, we leave no one behind.
This is a full time contractual position.

MINIMUM QUALIFICATIONS

Education: Graduation from an accredited high school or possession of a high school equivalency certificate.
Experience: One year of experience responding to Help Desk calls from users of computer systems.
Notes:
1. Candidates may substitute additional experience operating computer equipment for the purpose of data entry, word processing or maintaining information on a year-for-year basis for the required education.
2. Candidates may substitute U.S. Armed Forces military service experience as a non-commissioned officer in Cyber and Information Systems classifications or Cyber and Information Systems specialty codes in the Information Technology field of work on a year-for-year basis for the required experience.

DESIRED OR PREFERRED QUALIFICATIONS

Preference will be given to applicants who possess the following preferred qualification(s). Include clear and specific information on your application regarding your qualifications.

• One year of experience in providing good customer service as a technical help desk support person.
• One year of repairing and/or maintaining cell phones, tablets, computers, laptops, printers, fax machines and/or copiers.
• One year experience in equipment inventory management
• One year experience providing computer user training in a group or on a individual basis.

MAIN PURPOSE OF JOB

This position performs intermediate level work responding to and coordinating the resolution of Helpdesk calls. Employee’s in this position develops computer program training for staff on a group and individual basis. This position will provide technical support for agency personnel and is responsible for maintaining agency inventory including hardware and software, telecommunications, and cameras. This position supports more than 227 users and 290 network workstations and peripherals, monitors daily network activity, troubleshoots multiple servers, hubs, routers, switches, and telecommunications software and hardware at two locations. At all times, the incumbent will provide customer service to both internal and external customs that meets or exceeds the standards set by the Department.

POSITION DUTIES

This position will provide the following to Washington County DSS employees at three separate locations.

• Technical and Helpdesk Support
• Network/LAN Administration
• IT/Equipment Management