Regular Schedule: 34 hours per week. Monday through Friday. May occasionally require additional hours, which may include weekends, evenings and holidays. 24 x 7 on call required for production problems. Plus County benefits.
A Non-Merit vacancy exists in the Department of Health and Human Services, HHS Finance and Administration Operations.
Non-Merit positions are not classified within the Baltimore County Government Classification and Compensation Plan.
Definition of Responsibility
As a member of the DSS desktop Support Team for Baltimore County DSS, this position will provide quality support in a professional, thoughtful, and intelligent manner. Works within a highly motivated, fast paced team environment and collaborates with project teams, NOC, Infrastructure, Server, Audio Visual, and Delivery Engineering Teams utilizing collaboration tools and Cherwell ticketing system. Utilizes SCCM application deployments, OSD deployment via PXE and SCCM, remote support and Printer Logic enterprise printer management.
Provides hardware support for Fujitsu and Dell Desktops & Laptops, and HP Printers. Must have a good understanding of networking principles, Windows 10 OS, and Windows Group Policies. Provides thorough and friendly customer service and can relay technical information in layman's terms. Maintains concise, accurate and timely notes within the Cherwell Ticketing System.
When needed, will drive a county/state vehicle and/or personal vehicle to various locations within Baltimore County for on-site support.
A list of eligible applicants will be established based on the examination as outlined below.
This job announcement may close at any time with little or no notice. Applicants are advised to apply promptly.
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 must attach your transcript(s), professional license(s) and/or certification(s) to your application. Unofficial copies are acceptable.

Examples of Duties

Job Purpose
Under general supervision, will be responsible for providing quality support in a professional, thoughtful, and intelligent manner.
Essential Job Duties

• Assist all users with any logged IT related incident when called upon.
• Troubleshoots, and resolves: When assigned an incident, take ownership of the issue by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible utilizing remote tools when appropriate.
• Escalates incidents to other support teams where necessary.
• Maintains excellent level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• Maintains excellent verbal and written communication skills with the ability to communicate effectively with both technical and non-technical colleagues/customers at all levels of local government.
• Relays customers' needs to management and/or customer relationship managers.
• Consistently performs as a highly motivated team player with the skills and ability to manage changing priorities.
• Accurately records, updates and documents service responses using the IT ticketing system.
• Images and installs PCs and laptops, providing replacements as necessary.
• installs and maintains peripherals (printers, scanners, copiers, projectors, etc.) as necessary.
• Participates in internal training as necessary to keep up to date with the latest technology and internal system processes.
• Identifies recurring issues and escalates as needed.
• Works on projects under the direction of a project manager.
• Creates and updates documentation describing configurations, processes, etc.

Qualifications

Conditions of Employment

Employment Benefits for Non-Merit or Non-Classified, Part-Time Employees
Baltimore County General Government offers the following benefits to part-time, non-merit or non-classified employees. New employees are eligible for benefits upon hire, unless noted otherwise.
Equal Opportunity Employer
Baltimore County is an equal opportunity employer and encourages minority, female and disabled applicants.
Smoke free workplace
All Baltimore County offices are smoke free.
Drug free workplace
Baltimore County provides a drug free workplace. Prospective employees are required to submit to urinalysis drug testing as part of the pre-employment physical examination.
Employee Assistance Program
Our Employee Assistance Program provides confidential and professional assessment and referral assistance for employees and eligible dependents in the household who are experiencing personal problems that may be affecting work performance, job satisfaction, or overall quality of life.
Health Insurance
In order to qualify for health insurance benefits (medical, prescription, dental and vision insurance), part-time employees must be scheduled for four (4) full work days plus two (2) hours each week.
Health Insurance benefits elected become effective the first day of the month following the date of hire if the employee has completed online enrollment prior to that date. New employees must enroll within thirty (30) calendar days of hire. Plans offered include:
Medical, Prescription, Dental and Vision insurance.
Flexible Spending Accounts
Opportunity to set aside pre-tax dollars, through payroll deduction, for eligible unreimbursed medical care expenses and/or dependent care costs.
Life Insurance
In order to qualify for life insurance benefits, part-time employees must be scheduled for four (4) full work days plus two (2) hours each week.
Employees may elect basic term life insurance for themselves equal to one time the employee's annual salary, rounded to the next higher $1,000. Employees contribute a portion of the premium through monthly payroll deductions. The County also offers an Additional/Employee paid Life Insurance plan with coverage up to $100,000.
Retirement
Employees are required to participate in the Baltimore County Employees' Retirement System, with very limited exceptions.
Paid Leave
Sick Leave - Monthly sick leave earnings prorated based on the number of hours worked per week. No maximum on accrual. Accrued balance can be applied toward service credit at retirement.
Vacation Leave - Monthly vacation leave earnings prorated based on the number of hours worked per week. Earnings increase after five, ten and fifteen years of service generally.
Holidays - Part-time 30 to 39 hour non-merit or non-classified employees will generally be paid for ten holidays per calendar year. Other part-time, non-merit or non-classified employees working 29 hours per week or less will receive two paid holidays per calendar year. These holidays are the Christmas holiday and the Independence Day holiday.
Bereavement Leave
Jury Leave
Military Leave
Baltimore County Employees Federal Credit Union
Membership in Baltimore County Employees Federal Credit Union offers a full range of savings programs, loans, checking, direct deposit, payroll deduction, savings bonds, and other financial services.
Direct Deposit
Payroll through direct deposit to the financial institution selected by employee is required.
Deferred Compensation
Nationwide Retirement Solutions offers a 457 retirement plan allowing for payroll contributions of tax deferred dollars to investment options of your choice.