What are the responsibilities and job description for the Desktop Support (Information Technology Specialist II), Grade 23 position at Montgomery County Government?
About The Position
“Please note: The salary range above represents this position’s earning potential. The anticipated hiring range for this position will be $76,742 to $99,673, based on the candidate’s qualifications and experience.”
Desktop Support (Information Technology Specialist II)
Who We Are
Montgomery County is located adjacent to Washington, D.C., and with over one million residents, is the most populous County in the State of Maryland. The County is also the most diverse County in the State and ranks among the top ten most diverse Counties in the nation. Montgomery County contains many major U.S. government offices, scientific research and learning centers, and business campuses.
The Department of Health and Human Services (HHS) is responsible for the delivery of the County’s public health and human services that meet the needs of our community’s most vulnerable children, adults, and seniors. The Department provides services through more than 120 programs at more than 20 locations. With over 2,000 employees, the Department of Health and Human Services is the largest County Department.
As a department, we believe the health and wellness of the county can only be achieved by ensuring that every resident has fair opportunities to reach their fullest potential. This means access to quality housing, transportation, education, employment, health care, human services, safe neighborhoods, and healthy food. HHS provides critical services for residents who face a variety of obstacles in achieving their full potential. HHS plays an essential role in building a healthy and strong community.
Who We Are Looking For
Are you ready to use your IT skills to make a real impact? At Montgomery County DHHS, our work goes beyond technology; it's about supporting people and helping our community thrive. We're looking for talented, creative problem-solvers who enjoy working in a team environment and want their career to have purpose. Here, you won't just support systems -- you'll support the people who depend on them every day. If you're looking for meaningful work, growth opportunities, and a chance to give back, we'd love to welcome you to our team. This position will be filled at the Grade 23 Information Technology Specialist II ( with the opportunity to be promoted to Information Technology Specialist III, Grade 26 and then Senior Information Technology Specialist, Grade 28.
What You'll Be Doing
The IT Specialist (Desktop Support) serves as a technical leader and escalation point within the Department of Health and Human Services (DHHS), providing advanced support for desktops, laptop, and peripheral technologies. This role ensures reliable, secure, and efficient end-user computing environments by diagnosing and resolving complex technical issues, enforcing IT standards and security policies, and managing the lifecycle of hardware and software assets. The IT Specialist (Desktop Suport) also collaborates with other IT teams, leads and supports technology projects, develops documentation and standard operating procedures, and delivers training and guidance to staff. With a strong focus on customer service, compliance, and operational excellence, this position plays a critical role in supporting the mission of DHHS to serve the residents of Montgomery County.
This position will be filled at Grade 23 Information Technology Specialist II with the opportunity to be promoted to Information Technology Specialist III, Grade 26 and then Senior Information Technology Specialist, Grade 28.
Key Duties And Responsibilities
“Please note: The salary range above represents this position’s earning potential. The anticipated hiring range for this position will be $76,742 to $99,673, based on the candidate’s qualifications and experience.”
Minimum Qualifications
Experience: Two (2) years of professional experience in the information technology field in such areas
as providing advanced support for desktops, laptops, and peripheral technologies.
Education: Bachelor’s degree in computer science or a related field from an accredited college or university, or certifications in specific programming languages or operating systems may be required, depending on the duties of the position. Programming languages might include Visual C , Visual J , C , C, SQL, PowerBuilder, Oracle Developer 2000, and COBOL.
Equivalency: An equivalent combination of education and experience may be substituted. For applicants possessing very hard-to-find skills that are a critical need to the department/agency, training and certification may be accepted in lieu of full degree requirements. Physical Ability: Ability to lift boxes containing computer support items and equipment such as printers, computers, modems, and monitors weighing up to 50 pounds.
LICENSE: Possession and maintenance at all times of a valid Class "C" (or equivalent) driver’s license from
the employee's state of residence when required for job-related duties.
“Please note: The salary range above represents this position’s earning potential. The anticipated hiring range for this position will be $76,742 to $99,673, based on the candidate’s qualifications and experience.”
Preferred Criteria
Preferred Criteria, Interview Preferences
Qualifications
The applications of those individuals meeting the minimum qualifications will be reviewed to determine the extent, relevance of training, and experience by answering the following questions:
Interview selection will be based on the following interview preference criteria:
The Office of Human Resources (OHR) reviews the minimum qualifications of all applicants, irrespective of whether the candidate has previously been found to have met the minimum requirements for the job or been temporarily promoted to the same position. This evaluation is based solely on the information contained in the application/resume submitted for this specific position.
Montgomery County Government(MCG) is an equal opportunity employer, committed to workforce diversity. Accordingly, as it relates to employment opportunities, the County will provide reasonable accommodations to applicants with disabilities, in accordance with the law. Applicants requiring reasonable accommodation for any part of the application and hiring process should email OHR at Hiring@montgomerycountymd.gov . Individual determinations on requests for reasonable accommodation will be made in accordance with all applicable laws.
MCG also provides hiring preference to certain categories of veterans and veterans/persons with a disability. For more information and to claim employment preference, refer to the Careers webpage on Hiring Preference .
All applicants will respond to a series of questions related to their education, relevant experience, knowledge, skills, and abilities required to minimally perform the job. The applicant's responses in conjunction with their resume and all other information provided in the employment application process will be evaluated to determine the minimum qualifications and preferred criteria or interview preference status. Based on the results, the highest qualified applicants will be placed on an Eligible List and may be considered for an interview. Employees meeting minimum qualifications who are the same grade will be placed on the Eligible List as a "Lateral Transfer" candidate and may be considered for an interview.
This will establish an Eligible List that may be used to fill both current and future vacancies.
If selected for consideration for this position, you may be required to provide evidence that you possess the knowledge, skills, and abilities indicated on your resume.
Montgomery County Ethics Law : Except as provided by law or regulation, the County's "Public Employees" (which does not include employees of the Sheriff's office) are subject to the County's ethics law including the requirements to obtain advanced approval of any outside employment and the prohibitions on certain outside employment. The outside employment requirements of the ethics law can be found at 19A-12 of the County Code . Additional information about outside employment can be obtained from the Ethics Commission website.
“Please note: The salary range above represents this position’s earning potential. The anticipated hiring range for this position will be $76,742 to $99,673, based on the candidate’s qualifications and experience.”
Desktop Support (Information Technology Specialist II)
Who We Are
Montgomery County is located adjacent to Washington, D.C., and with over one million residents, is the most populous County in the State of Maryland. The County is also the most diverse County in the State and ranks among the top ten most diverse Counties in the nation. Montgomery County contains many major U.S. government offices, scientific research and learning centers, and business campuses.
The Department of Health and Human Services (HHS) is responsible for the delivery of the County’s public health and human services that meet the needs of our community’s most vulnerable children, adults, and seniors. The Department provides services through more than 120 programs at more than 20 locations. With over 2,000 employees, the Department of Health and Human Services is the largest County Department.
As a department, we believe the health and wellness of the county can only be achieved by ensuring that every resident has fair opportunities to reach their fullest potential. This means access to quality housing, transportation, education, employment, health care, human services, safe neighborhoods, and healthy food. HHS provides critical services for residents who face a variety of obstacles in achieving their full potential. HHS plays an essential role in building a healthy and strong community.
Who We Are Looking For
Are you ready to use your IT skills to make a real impact? At Montgomery County DHHS, our work goes beyond technology; it's about supporting people and helping our community thrive. We're looking for talented, creative problem-solvers who enjoy working in a team environment and want their career to have purpose. Here, you won't just support systems -- you'll support the people who depend on them every day. If you're looking for meaningful work, growth opportunities, and a chance to give back, we'd love to welcome you to our team. This position will be filled at the Grade 23 Information Technology Specialist II ( with the opportunity to be promoted to Information Technology Specialist III, Grade 26 and then Senior Information Technology Specialist, Grade 28.
What You'll Be Doing
The IT Specialist (Desktop Support) serves as a technical leader and escalation point within the Department of Health and Human Services (DHHS), providing advanced support for desktops, laptop, and peripheral technologies. This role ensures reliable, secure, and efficient end-user computing environments by diagnosing and resolving complex technical issues, enforcing IT standards and security policies, and managing the lifecycle of hardware and software assets. The IT Specialist (Desktop Suport) also collaborates with other IT teams, leads and supports technology projects, develops documentation and standard operating procedures, and delivers training and guidance to staff. With a strong focus on customer service, compliance, and operational excellence, this position plays a critical role in supporting the mission of DHHS to serve the residents of Montgomery County.
This position will be filled at Grade 23 Information Technology Specialist II with the opportunity to be promoted to Information Technology Specialist III, Grade 26 and then Senior Information Technology Specialist, Grade 28.
Key Duties And Responsibilities
- Diagnose, troubleshoot, and resolve complex hardware and software issues for desktops, laptops, mobile devices, and printers. Provide Tier II/III support for Windows OS, Microsoft 365, VPN, and DHHS applications.
- Resolve escalated service tickets and ensure documentation of solutions.
- Install, configure, and maintain operating systems, applications, and desktop environments.
- Apply patches, updates, and endpoint security solutions.
- Ensure compliance with County, State, and Federal IT security policies, including HIPAA requirements.
- Install, configure, and maintain operating systems, applications, and desktop environments.
- Apply patches, updates, and endpoint security solutions.
- Serve as an escalation point for Tier I and Tier II support staff.
- Resolve and track incidents within service level agreements (SLAs).
- Collaborate with network, infrastructure, and application teams on enterprise initiatives.
- Perform other job-related duties as assigned.
“Please note: The salary range above represents this position’s earning potential. The anticipated hiring range for this position will be $76,742 to $99,673, based on the candidate’s qualifications and experience.”
Minimum Qualifications
Experience: Two (2) years of professional experience in the information technology field in such areas
as providing advanced support for desktops, laptops, and peripheral technologies.
Education: Bachelor’s degree in computer science or a related field from an accredited college or university, or certifications in specific programming languages or operating systems may be required, depending on the duties of the position. Programming languages might include Visual C , Visual J , C , C, SQL, PowerBuilder, Oracle Developer 2000, and COBOL.
Equivalency: An equivalent combination of education and experience may be substituted. For applicants possessing very hard-to-find skills that are a critical need to the department/agency, training and certification may be accepted in lieu of full degree requirements. Physical Ability: Ability to lift boxes containing computer support items and equipment such as printers, computers, modems, and monitors weighing up to 50 pounds.
LICENSE: Possession and maintenance at all times of a valid Class "C" (or equivalent) driver’s license from
the employee's state of residence when required for job-related duties.
“Please note: The salary range above represents this position’s earning potential. The anticipated hiring range for this position will be $76,742 to $99,673, based on the candidate’s qualifications and experience.”
Preferred Criteria
Preferred Criteria, Interview Preferences
Qualifications
The applications of those individuals meeting the minimum qualifications will be reviewed to determine the extent, relevance of training, and experience by answering the following questions:
- How many years of experience do you have providing desktop or technical support in an enterprise environment?
- How many years of experience do you have providing desktop or technical support in an enterprise environment?
- How many years of experience do you have supporting Windows 10/11 in a government or large ( 1000 or more employees) enterprise setting?
- Please select one of the following responses that provides information on your knowledge of Information Technology Service Management (ITSM) tools (e.g., ServiceNow, Remedy).
- Service Now
- Remedy
- Both
- Do you have experience supporting Microsoft 365 applications and remote access tools (e.g. VPN, VDI)? Select one of the following responses.
- VPN
- VDI
- Both
Interview selection will be based on the following interview preference criteria:
- Proven Technical Expertise - Demonstrated experience with desktop support, troubleshooting hardware/software issues, and maintaining IT systems in a large or multi-site environment.
- Customer Service Orientation - Strong ability to communicate effectively, provide responsive support, and deliver excellent service to staff and end users in a professional and courteous manner.
- Problem-Solving Skills - Ability to assess issues quickly, identify root causes, and implement efficient, practical solutions under time-sensitive conditions.
- Collaboration & Teamwork - Experience working as part of a diverse IT team, with the flexibility to support colleagues, share knowledge, and adapt to evolving department needs.
- Knowledge of Security & Compliance - Familiarity with IT security best practices, data protection, and compliance requirements relevant to government and healthcare settings.
The Office of Human Resources (OHR) reviews the minimum qualifications of all applicants, irrespective of whether the candidate has previously been found to have met the minimum requirements for the job or been temporarily promoted to the same position. This evaluation is based solely on the information contained in the application/resume submitted for this specific position.
Montgomery County Government(MCG) is an equal opportunity employer, committed to workforce diversity. Accordingly, as it relates to employment opportunities, the County will provide reasonable accommodations to applicants with disabilities, in accordance with the law. Applicants requiring reasonable accommodation for any part of the application and hiring process should email OHR at Hiring@montgomerycountymd.gov . Individual determinations on requests for reasonable accommodation will be made in accordance with all applicable laws.
MCG also provides hiring preference to certain categories of veterans and veterans/persons with a disability. For more information and to claim employment preference, refer to the Careers webpage on Hiring Preference .
All applicants will respond to a series of questions related to their education, relevant experience, knowledge, skills, and abilities required to minimally perform the job. The applicant's responses in conjunction with their resume and all other information provided in the employment application process will be evaluated to determine the minimum qualifications and preferred criteria or interview preference status. Based on the results, the highest qualified applicants will be placed on an Eligible List and may be considered for an interview. Employees meeting minimum qualifications who are the same grade will be placed on the Eligible List as a "Lateral Transfer" candidate and may be considered for an interview.
This will establish an Eligible List that may be used to fill both current and future vacancies.
If selected for consideration for this position, you may be required to provide evidence that you possess the knowledge, skills, and abilities indicated on your resume.
Montgomery County Ethics Law : Except as provided by law or regulation, the County's "Public Employees" (which does not include employees of the Sheriff's office) are subject to the County's ethics law including the requirements to obtain advanced approval of any outside employment and the prohibitions on certain outside employment. The outside employment requirements of the ethics law can be found at 19A-12 of the County Code . Additional information about outside employment can be obtained from the Ethics Commission website.
Salary : $76,742 - $99,673
