JOB Regular Schedule: 34 hours per week
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.
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.
You can attach your resume, 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. EXAMPLE OF DUTIES Serves as Tier 3 level technical support for internal customers and supporting day-to-day operations including: scheduling for 24/7/365 coverage, training new employees, performance monitoring and evaluations of employees, and continual service improvement. Oversees ticket and call queues while streamlining workflows and helping technicians develop the skills required to succeed in role. Works closely with Service Desk Manager to establish new policies, define team goals, and lead staff to achieving desired results while being accountable for team performance.
The candidate should be familiar with Active Directory, Windows 10/11, SCCM, Print Logic, Beyond Trust, Microsoft Office 365, Microsoft Azure, Cherwell ITSM or similar ticketing system.
EXAMPLES OF ESSENTIAL DUTIES-
Ensure Priority 1 SOPs are being followed.
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Schedule and ensure 24/7/365 Service Desk Coverage for all shifts.
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Weekend and holiday coverage must be posted on calendar(s) one year in advance. (May be contacted by staff during non-normal business hours.)
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Work with other IT teams to get up-to-date support information and add to Cherwell’s Knowledge Base and Configuration Items (CIs), and SharePoint to assist all Tiers with troubleshooting.
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Diagnose reoccurring issues, trouble locations, frequent outage areas & patterns via the Network Monitoring system and work to resolve & notify support teams of on-going issues.
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Monitor ticket and call volume, and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
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Perform management duties such as hiring, training, performance evaluations, and PIPs progress monitoring.
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Ensure high level of customer service and first call resolution is being provided by all team members.
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Ensure that NOC members are aware of upcoming changes to production systems and environments.
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Creating and performing training programs or workshops for entire NOC team.
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Serve as Champion of OIT policies, procedures and initiatives.
EXAMPLES OF OTHER DUTIES
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 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. SUPPLEMENTAL INFORMATION This position works an average scheduled workweek of 34 hours, Monday through Friday.
Persons appointed to this position may work extended hours, nights, weekends, and holidays as required. Employees may be subject to call to duty as required. Travel within Baltimore County, and outside of the County for work and training.
Physical and Environmental Conditions
The work of this classification is essentially sedentary, and involves the use of computers and office machinery.
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.
