THIS IS A NON-CIVIL SERVICE POSITION

POSTING DATE: 03/04/2024

CLOSING DATE: 06/04/2024 AT 12:00AM MIDNIGHT

SALARY: $62,550.00 Annually

CLASS DESCRIPTION

The IT Operations Assistant I provide telephone, E-mail and in-person support to users for technology-related issues concerning hardware, software applications and the network environment. The IT Operations assistant generally serves as the initial point of contact for troubleshooting user issues and concerns and assists the Help Desk Technician.

ESSENTIAL FUNCTIONS

* Undertakes the loading and installation of workstations, laptops, and peripherals.

* Undertakes the installation of data equipment, including data racks, patch panels, cable trays, etc.

* utilizes appropriate testing equipment to test installed cables.

* provides documentation of all information on all cable and equipment

* improves upon existing installation and troubleshooting procedures.

* Serves as the first point of contact for customers seeking technical assistance via the phone or by E-mail.

* Performs remote troubleshooting through asking pertinent questions or diagnostic techniques.

* Determines the best solution based on the issue and details provided by the customer.

* Walks the customer through the problem-solving process.

* Directs unresolved issues to the next level of support personnel.

* Records events and problems and their resolution in a log system.

* Sets up and/or configures new equipment; reconfigures and/or moves existing equipment.

* Passes on any feedback or suggestions from customers to the appropriate team member.

* Identifies and suggests possible improvements in procedures and processes.

* Requests higher level support personnel to assist with complex maintenance, deployment and support tasks.

EDUCATION AND EXPERIENCE REQUIREMENTS

EDUCATION: High School Degree or equivalent required.

PREFERED QUALIFICATIONS: Associate degree and/or related Technical Degree preferred.

KNOWLEDGE, SKILLS, AND ABILITIES

* Excellent writing and oral communication skills.

* Strong organizational and interpersonal skills.

* Strong listening skills.

* Tech savvy with working knowledge of office automation products, printing, databases, remote access and security applications.

* Ability to diagnose and resolve fundamental technical issues.

* Customer-oriented and cool-tempered.

* Demonstrated ability to resolve technical issues, effectively communicate orally and in writing, and display a positive customer service attitude.

NOTE: Those eligible candidates who are under final consideration for appointment to positions in this class will be required to authorize the release of criminal conviction information.

BALTIMORE CITY AN EQUAL OPPORTUNITY EMPLOYER