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. 

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.  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.

Examples of Other Duties
Performs other related duties as assigned.
NOTE: The duties and responsibilities listed above are for the purpose of determining a common set of minimum qualifications for all positions in this class. They may not include all of the essential job functions of each position in the class. Each position may not be required to perform all of the essential job functions listed.Education, Training and Experience
Must possess at least an Associate Degree from an accredited college or university in Information Technology, Computer Science, Computer Engineering or related field;
Plus
At least four (4) years of experience with Microsoft products and technologies (preferably in an Enterprise environment), network troubleshooting.
 
Experience interfacing with customers and translating their requirements into solutions.
 
Work well in a team environment.
Will substitute one-year relevant work in lieu for every year of education.
Knowledge, Skills, and Abilities
Must have at least four (4) years of experience in a multi-platform/vendor networking environment, including extensive hands-on experience with products such as: Microsoft Windows 10 and Windows 11, Microsoft Office Suite, and ticketing systems. Must have an understanding of Networking Principles, Active Directory and Group Policies.
 
*Additional relevant experience may be substituted on a year-for-year basis for the required education.
Licenses and CertificatesPossession of a valid driver's license equivalent to a noncommercial class C, Maryland driver's license is required at the time of application. Proof of Licenses, Certifications and Education
Applicants are required to submit proof of professional license(s), certification(s) and education beyond high school to meet the required and preferred qualifications of the position. Diplomas or transcripts must show the applicant's major field of study. Copies and unofficial transcripts are acceptable. 
Possession of High School Diploma or GED equivalent is required.
Failure to submit proof of Professional License(s), Certification(s) and Education will result in your application not being considered. Proof of professional license(s), certification(s), and/or education must be submitted with each application.Proof of Degree EquivalencyApplicants who have obtained a degree from outside the United States of America are required to submit degree equivalence documentation from World Education Services, Inc. (www.WES.org).Mail or deliver documents to:ATTN: Office Automation Analyst - Non-Merit (F and A)Office of Human Resources Baltimore County Government308 Allegheny Ave.Towson MD 21204You must attach your transcript(s), professional license(s) and/or certification(s) to your application. Unofficial copies are acceptable.
EXAMINATION PROCEDUREApplicants will be qualified based on an evaluation of the training and experience as stated on their application, which includes answers to the supplemental questions. Applicants must state the dates and duties of past and present experience clearly and completely for evaluation.

Employees hired after July 1, 2022 are required to participate in the Baltimore County Employees' Retirement System, with very limited exceptions.

Incumbents must be of good moral character and emotionally stable.
 
This position works an average scheduled workweek of 34 hours, Monday through Friday. May occasionally require additional hours, which may include weekends, evenings and holidays. 24 x 7 on call required for production problems.
Physical and Environmental Conditions
The work of this position is essentially sedentary, but may include walking, occasional lifting up to 50 pounds and/or standing for extended periods of time.
Must have a valid driver's license and reliable transportation at time of application.
 
This position requires travel to various locations within the county and may require the use of personal vehicle.
 
Technicians are responsible for maintaining current technical competence through self-study, attending employer-provided training, and attending meetings that provide updated information about the current computing environment.
 
Technicians will be required to join an on-call rotation to provide after-hours Endpoint technical support to end users and on-call rotation for the Emergency Operation Center support.
Medical Examination and Employment Background Investigation
Applicants selected for employment with Baltimore County must successfully complete a physical examination, drug screening and employment investigation, including, but not limited to criminal background, education certification and fingerprinting checks.
Job candidates may be required to complete an expanded background investigation, polygraph examination, and psychological examination.