What are the responsibilities and job description for the IT Service Desk Specialist position at Calvert County, MD?
Job Description :
The subject position is the initial point of contact for reporting hardware, software, network, and telecommunication equipment issues throughout the Calvert County Government. The position's major focus is the initial technical troubleshooting of the County's enterprise environment. The enterprise environment includes hardware, software, network, and telecommunication equipment disbursed throughout the County. The work involves responding to, tracking, categorizing, and prioritizing requests for service, and ensuring problem resolution. The IT Service Desk Specialist provides assistance to end-users through remote applications software.
This position reports to the Service Desk's Computer Services Supervisor.
Essential Job Functions
Receives phone calls reporting technical issues.
Follows protocols established by the Computer Services Supervisor.
Enters and reviews incidents / requests following established procedures.
Uses enterprise remote support software to assist end-users.
Provides all initial and basic troubleshooting for technical issues reported.
Recommends a course of action to resolve technical problems.
Documents steps and communicates actions taken in the IT Service Management (ITSM) System.
Communicates effectively with the end-user to ensure incidents / requests are resolved.
Validates hardware, software, and network knowledge base articles.
Provides end-user training on standard computer software.
Performs countywide site visits to resolve problems that cannot be resolved remotely.
Gathers data and information from end-users and documents this in the ITSM system.
Maintains a variety of service logs.
Compiles data for reports as requested by management.
Other Duties
Performs related work as required.
Knowledge, Skills, and Abilities (These are pre-employment KSA that apply only to Essential Job Functions.)
Knowledge of
- Troubleshooting hardware, software, network, and telecommunications equipment.
- Categorizing issues related to hardware, software, network, and telecommunications equipment.
- Desktop systems, servers, and web-based finance / business applications.
Ability to
Required Qualifications (Note : Any acceptable combination of education, training and relevant experience that provides the above knowledge, abilities and skills may be substituted on a full-time year for year basis.)
Training and / or Education :
High school diploma or GED equivalent.
Experience :
One year of experience logging complaints, incident reports, or using remote applications software.
Licenses or Certificates :
Related certifications are desirable.
Special Requirements :
Subject to background investigation.
Physical Demands :
Operation of keyboard devices.
Occasional lifting, bending, and working with electrical equipment.
Unusual Demands :
Work is subject to deadlines and occasional interruptions.
FLSA Status : Non-Exempt
Compensation Steps :
Position closing date : February 21, 2025
Pay rate : $25.25 - $27.04 per hour; $52,520 - $53,243 annually
Grade 718, full-time position, 40 hours per week
Department of Technology Services
This position allows for telework, meaning the employee may be able to work from home or another offsite location for part of the workweek, but they are still required to come into the office regularly. This arrangement is at the supervisor's discretion and may change based on business needs.
Calvert County Government offers a comprehensive benefits package designed to support employees' health, financial well-being, and work-life balance. Benefits include :
Please Note : A complete application is required to be considered for a position within Calvert County Government. All prior work experience, education, and other certifications should be entered into the application and supplemental questions should be answered completely. Attachments are not provided to hiring managers unless you are selected for an interview.
Accommodations will be made for individuals with disabilities upon reasonable notice. County application required.
Salary : $52,520 - $53,243
