Regular Schedule: 34 Hours per week
Non-merit vacancies exist 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:
As a member of the Desktop team for Baltimore County employees and contractors, 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 and Delivery Engineering Teams utilizing collaboration tools and Cherwell ticketing system. Utilizes SCCM application deployments, MDT imaging, Bomgar remote support and Printer Logic enterprise printer management. Provides hardware support for Lenovo Desktops & Laptops, Panasonic Toughbooks 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 laymans terms. Maintains concise, accurate and timely notes within the Cherwell ticketing system. When needed will drive a county vehicle and/or personal vehicle to various locations within Baltimore County for on-site support.
Assists all our 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 PCs, laptops, and peripherals (printers, scanners, copiers, projectors, etc) installing replacements 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 documentation describing configurations, processes, etc.
Other duties as assigned.
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.
Qualifications: Required Qualifications
Must possess at least an AA Degree from an accredited college or university in Information Technology, Computer Science, Computer Engineering or a related field.
At least five (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. Works well in a team environment.
Additional relevant experience may be substituted on a year-for-year basis for the required education.
Knowledge, Skills, and Abilities
Skill in the installation, maintenance, upgrade and repair of PC hardware
Skill in installing, troubleshooting and configuring Windows 10, and Windows 7 operating systems
Knowledge of basic networking fundamentals including understanding of TCP/IP, subnets, gateways, DHCP and DNS
Basic knowledge of wired, WiFi and broadband connectivity
Basic knowledge of Active Directory and Group Policies;
Basic knowledge of Citrix environments, ICA Client;
Skill in advanced troubleshooting and installing of email clients;
Skill in the use and troubleshooting of MS Office suite;
Skill in the support and troubleshooting of various PC peripheral equipment such as scanners, plotters, printers, and mobile devices;
Skill in working with AV related equipment such as projection systems including setup and maintenance;
Skill in working with workstation management tools within SCCM
Skill in working with imaging products.
Skill in Installing and troubleshooting hard drive encryption.
Effectively communicating both in writing and verbally;
Writing clear, concise instructions and various documentation;
Working as a project team member for a variety of IT-related project
Bachelor's Degree in information technology, computer science, computer engineering. A+ Certification, Net + Certification, ITIL training. Hands on experience working with Microsoft System Center Configuration Manager, MDT, for software deployments and imaging.
Licenses and Certificates
Possession 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 Education and/or Certifications
Applicants are required to submit proof of education beyond high school to meet the required qualifications and/or preferred qualifications of the position. Diplomas or transcript must show the applicant's major field of study. Copies and unofficial transcripts are acceptable.
You can attach your transcript(s) or license(s) to your resume
Proof of Degree Equivalency
Applicants 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)
Documents must be mailed or delivered to:
ATTN: Desktop Technician
Office of Human Resources
Baltimore County Government
308 Allegheny Ave.
Towson, MD 21204
Failure to submit proof of Licenses, Certifications and Education will result in your resume not being considered.
Conditions of Employment: Physical and Environmental Conditions
The work of this classification involves the moving and setting up of computers and office equipment, requiring occasional lifting of 50 pounds.
This position also 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 desktop computer technical support to end users.
Medical Examination and Employment Background Investigation
Applicants selected for an appointment to a position in Baltimore County must successfully complete a physical examination and drug screen and an employment background investigation, including, but not limited to a criminal background, education, and fingerprint check.