What are the responsibilities and job description for the End User Support Specialist II - BCIT position at City of Baltimore?
SALARY RANGE:
$74,803.00 - $119,684.00 ANNUALLY
GET TO KNOW US
Welcome to the City of Baltimore! Experience the reward of a fulfilling career and enjoy the added element of excitement in a vibrant, diverse atmosphere. The City of Baltimore offers limitless opportunities to help drive social impact, both on the job and in the community, while serving its citizens. Join us in making Baltimore a great place to live and work. In the City of Baltimore, we hire great people and provide them with the skills and opportunities to grow toward their career aspirations. If you are looking for a career change or interested in learning more, explore our opportunities and benefits programs. We are excited to have you as a part of the City of Baltimore Team! The city offers medical, prescription drug, dental, vision, optional life, AD&D, and FSA plans. This office also supplies wellness programs, support groups, and workshops. You can learn about our benefits here: https://humanresources.baltimorecity.gov/hr-divisions/benefits
CLASS DEFINITION
An End-User Support Specialist II provides oversight for the customer support process such as customer communication, incident management, and request fulfillment and they work with other technical teams to develop and complete requests and to ensure a high level of IT customer service.
Minimum Qualifications
On or before the date of filing the application, each candidate must:
EDUCATION: Have an associate degree
AND
EXPERIENCE: Have two (2) years of related technical experience.
OR
NOTE (EQUIVALENCIES): Have an equivalent combination of education and experience. Technical credentials may be substituted for six months of experience or education. Multiple certifications may receive additional credit towards education/experience.
LICENSES, REGISTRATIONS, AND CERTIFICATIONS: ITIL 4 / A / Network certifications a plus
Background Check
Eligible candidates under final consideration for appointment to positions identified as positions of trust will be required to complete authorization for a Criminal Background Check and/or Fingerprint must be successfully completed.
Probation
All persons, including current City employees, selected for this position must complete a mandatory six-month's probation.
Eligibility
Qualified candidates will be considered for vacancies as they arise, for a period of at least six months. The decision of the Director of Human Resources with respect to acceptable minimum qualifications is final.
Education Accreditation
Applicants’ education must be obtained from an accredited institution. Education credentials obtained out of the US must be evaluated for US equivalency. Evaluation agencies information may be obtained at www.naces.org.
SELECTION PROCESS
All candidates indicating the minimum qualifications on their applications will be placed on the eligible list without further examination. The training and experience of each candidate will be evaluated for appropriateness and quantity. It is essential, therefore, that you give complete and accurate information on your application. Vagueness or omission may prevent you from being considered for this position. Qualified candidates will not be listed in rank order.
EXAMINATION PROCESS
Applicants must provide sufficient information on their application to show that they meet the minimum qualifications for this recruitment. Successful applicants will be placed on the employment certified eligible list for at least six months.
The examination will consist of a rating of your education, training, and experience as presented on your application and as they relate to the requirements of the position. You may be required to complete supplemental questions to further examine specific Knowledge, Skills and Abilities of the position. Therefore, it is important that you provide complete and accurate information on your application.
NOTE: Those eligibles who are under final consideration for appointment will be required to authorize the release of criminal conviction information.
Your Recruiter: Ayomide Arodoye
If you have any questions, please contact Ayomide Arodoye , Recruitment & Talent Acquisition Specialist II via email at Ayomide.Arodoye@baltimorecity.gov
Baltimore City Government is an Equal Employment Opportunity Employer, and we are committed to a workplace that values diversity, equity, and inclusion. The City of Baltimore prohibits discrimination on the basis of race, color, religion, age, sex, ancestry, creed, national origin, disability status, genetics, marital status, military service, sexual orientation, gender identity/expression or any other characteristic protected by federal, state or local laws. Applicants requiring accommodation during the hiring process should contact Human Resources directly. Do not attach your request for accommodation to the application.
BALTIMORE CITY IS AN EQUAL OPPORTUNITY EMPLOYER
$74,803.00 - $119,684.00 ANNUALLY
GET TO KNOW US
Welcome to the City of Baltimore! Experience the reward of a fulfilling career and enjoy the added element of excitement in a vibrant, diverse atmosphere. The City of Baltimore offers limitless opportunities to help drive social impact, both on the job and in the community, while serving its citizens. Join us in making Baltimore a great place to live and work. In the City of Baltimore, we hire great people and provide them with the skills and opportunities to grow toward their career aspirations. If you are looking for a career change or interested in learning more, explore our opportunities and benefits programs. We are excited to have you as a part of the City of Baltimore Team! The city offers medical, prescription drug, dental, vision, optional life, AD&D, and FSA plans. This office also supplies wellness programs, support groups, and workshops. You can learn about our benefits here: https://humanresources.baltimorecity.gov/hr-divisions/benefits
CLASS DEFINITION
An End-User Support Specialist II provides oversight for the customer support process such as customer communication, incident management, and request fulfillment and they work with other technical teams to develop and complete requests and to ensure a high level of IT customer service.
Minimum Qualifications
On or before the date of filing the application, each candidate must:
EDUCATION: Have an associate degree
AND
EXPERIENCE: Have two (2) years of related technical experience.
OR
NOTE (EQUIVALENCIES): Have an equivalent combination of education and experience. Technical credentials may be substituted for six months of experience or education. Multiple certifications may receive additional credit towards education/experience.
LICENSES, REGISTRATIONS, AND CERTIFICATIONS: ITIL 4 / A / Network certifications a plus
- APPLICATION DEADLINE: Please submit your application no later than 12:00 AM on the closing date to be eligible for consideration.
- Working knowledge of the principles, concepts and methodology at a proficient level in area(s) of assignment which has been gained by job experience or relevant advanced education.
- The ability to work independently with the exception of the most complex assignments.
- Work is primarily focused on the modification, development or maintenance of existing technology.
- Ability to resolve problems requiring analysis and the discernment of the most suitable solution(s)/processes(s) available.
- Ability to apply and enhance knowledge and skill to both usual and unusual issues.
- Needs minimal guidance in addressing unusual situations.
- Ability to perceive actions needed in relation to obtaining goals.
- Understands and can discuss the application and implications of changes to processes, policies, and procedures in the assigned area of responsibility.
- Successfully completes diverse tasks of the job.
- Applies new technology (as applicable): Learns to operate and maintain new technology; assists in transitions.
- Skilled in formulating routines and standards of practice to complete assigned tasks.
Background Check
Eligible candidates under final consideration for appointment to positions identified as positions of trust will be required to complete authorization for a Criminal Background Check and/or Fingerprint must be successfully completed.
Probation
All persons, including current City employees, selected for this position must complete a mandatory six-month's probation.
Eligibility
Qualified candidates will be considered for vacancies as they arise, for a period of at least six months. The decision of the Director of Human Resources with respect to acceptable minimum qualifications is final.
Education Accreditation
Applicants’ education must be obtained from an accredited institution. Education credentials obtained out of the US must be evaluated for US equivalency. Evaluation agencies information may be obtained at www.naces.org.
SELECTION PROCESS
All candidates indicating the minimum qualifications on their applications will be placed on the eligible list without further examination. The training and experience of each candidate will be evaluated for appropriateness and quantity. It is essential, therefore, that you give complete and accurate information on your application. Vagueness or omission may prevent you from being considered for this position. Qualified candidates will not be listed in rank order.
EXAMINATION PROCESS
Applicants must provide sufficient information on their application to show that they meet the minimum qualifications for this recruitment. Successful applicants will be placed on the employment certified eligible list for at least six months.
The examination will consist of a rating of your education, training, and experience as presented on your application and as they relate to the requirements of the position. You may be required to complete supplemental questions to further examine specific Knowledge, Skills and Abilities of the position. Therefore, it is important that you provide complete and accurate information on your application.
NOTE: Those eligibles who are under final consideration for appointment will be required to authorize the release of criminal conviction information.
Your Recruiter: Ayomide Arodoye
If you have any questions, please contact Ayomide Arodoye , Recruitment & Talent Acquisition Specialist II via email at Ayomide.Arodoye@baltimorecity.gov
Baltimore City Government is an Equal Employment Opportunity Employer, and we are committed to a workplace that values diversity, equity, and inclusion. The City of Baltimore prohibits discrimination on the basis of race, color, religion, age, sex, ancestry, creed, national origin, disability status, genetics, marital status, military service, sexual orientation, gender identity/expression or any other characteristic protected by federal, state or local laws. Applicants requiring accommodation during the hiring process should contact Human Resources directly. Do not attach your request for accommodation to the application.
BALTIMORE CITY IS AN EQUAL OPPORTUNITY EMPLOYER
Salary : $74,803 - $119,684