NOC Tier 1 (Overnight Shift) - Non-Merit

A Non-Merit vacancy exists in the Office of Information Technology.

Non-Merit positions are not classified within the Baltimore County Government Classification and Compensation Plan.

A list of eligible applicants will be established based on the examination as outlined below.

Current and future vacancies occurring in any Office or Department of Baltimore County General Government may be filled from the list of eligible applicants.

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 can attach your transcript(s) or license(s) to your application.

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.

Examples of Duties

The Office of Information Technology, Service Desk, is currently seeking applicants for Network Operation Center Tier 1 Support, for the overnight shift (midnight to 8 a.m.). Initial training will be provided Monday – Friday from 8 a.m. - 4 p.m. Current and future NOC Tier I vacancies occurring in the Office of Information Technology may be filled from the list of eligible applicants. The Network Operations Center is staffed 24/7.

DEFINITION OF RESPONSIBILITY

• Serve as Tier 1 first-line technical support for internal customers on OIT’s Service Desk.
• Responsible for troubleshooting, problem solving, and technical support of all networked systems including applications, mobile devices, PC’s, laptops and, peripherals for Baltimore County government agencies and the Baltimore County public libraries.
• Serve as a Champion for OIT and provide friendly, thorough and professional customer service.

• Receive inbound service requests via phone, email or portal. Creates tickets and provides first call resolution whenever possible by troubleshooting IT issues.
• Escalate tickets when necessary, qualifying the complexity of issues and assigning the ticket to the proper support areas.
• Remote into devices to resolve issues when necessary.
• Perform password resets.
• Recognize and escalate Priority 1 issues, ensuring that someone is working the issue and providing timely updates.
• Monitor Service Desk email queue.
• Monitoring the Data Center for issues and temperature extremes.
• Perform mainframe moves, adds, changes, and print jobs.
• Update Team’s Documentation/Knowledgebase.
• Stay current on updated technologies.

EXAMPLES OF OTHER DUTIES

• Destroy hard drives.
• Assist with imaging PCs, prepping mobile devices, assist other IT teams as needed.
• Other 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 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.

Qualifications

Education, Training, and Experience

Education: Possession High school diploma plus a minimum of (2) years of technical and troubleshooting experience (IT Service Desk/NOC).

Experience: Preference will be given to candidates who possess:

• College degree and service experience in Service Desk/NOC environment;
• Information Technology Infrastructure Library (ITIL) foundations certification;
• Information Technology Infrastructure Library (ITIL) Service Desk Analyst certification;
• MCP certification;
• A-Plus training or certification and/or
• Network Plus training or certification.

Knowledge, Skills, and Abilities (Entry-level)

• Must be familiar with Active Directory, Windows 10, SCCM, printer management, Beyond Trust (formerly Bomgar), Microsoft Office, Cherwell ITSM or similar ticketing system.

• Must have excellent communication and problem-solving skills, be able to work independently with little supervision and understand basic networking principles (DNS, DHCP, and TCP/IP).

• Knowledge of the principles and practices of Information Technology.

Licenses or Certificates

Computer and Networking certifications are a plus but not required.

Conditions of Employment

This position works an average scheduled workweek of 39 hours. Assigned shifts can be day or evening, with a requirement that the employee work weekend rotations, which are 12-hour shifts on both Saturday and Sunday. This position will periodically work on holidays. Applicants who are able to work midnight to 8 a.m. will be given preference.

Employees in this position must be available for on-call rotation for production problems 24 hours a day, 7 days a week. Perform off-hours system changes and updates. Occasionally lift 50 pounds, sit, walk or stand for extended periods of time. Travel within Baltimore County, and outside of the County for work and training. May be required to use their own vehicle to respond to remote sites for troubleshooting and repair work.

Employment Background Investigation

Applicants selected for an appointment to a position in Baltimore County must successfully complete an employment background investigation, including, but not limited to a criminal background, education, and fingerprint check. Job candidates may be required to complete an expanded background investigation.

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.