Help Desk Technician (Information Systems Support Specialist)

Position Description

This position announcement will be used to fill a full-time, permanent, Information Systems Support Specialist, Help Desk Technician vacancy in the Office of Information Technology with Anne Arundel County. This is technical support work at the full performance level involving the design, implementation, troubleshooting, and maintenance of a variety of computer platforms, operating and monitoring all multi-platform hardware and software, and providing assistance to PC and network/telecommunications systems users. These systems include PC's and PC/LANs, minicomputers, mainframe applications, Computer Aided Dispatch systems, and similar technologies.

NATURE AND VARIETY OF WORK Employees install and configure hardware and software, troubleshoot and provide first line diagnosis for PC/telecommunications hardware and software problems, and provide help desk problem resolution. Employees receive general supervision from a higher-level supervisor. Work is reviewed in terms of effectiveness in meeting objectives. Guidelines in the form of County and departmental policies and procedures, technical manuals, and computer science principles and practices provide the parameters for employees to perform their work. Employees are required to use sound judgment as necessary to modify, adapt, or deviate from guidelines to accomplish work assignment objectives. Employees in this class interact with both technical and non-technical staff within other County departments. Depending on the area of assignment, the work may involve bending, lifting and moving boxes, walking, standing, may be sedentary in an office environment, and may include the operation of a County vehicle for pick up and delivery of equipment. Employees may be required to work an evening or night shift, some weekends, and include overtime work.

Examples Of Duties And Knowledge, Skills And Abilities

(Note: The duties and responsibilities enumerated in this class specification are for the purpose of determining a common set of minimum qualifications and salary level for all positions in this class. They are not intended to include all of the essential functions of all positions in the class.)

Help Center

• Receives, logs, and processes calls for assistance with PC's and other computer equipment. Tracks and monitors PC problems to insure a timely resolution for the customer.
• Assists end users by troubleshooting hardware, software, data communications, and related problems.
• Tracks and monitors PC problems to ensure a timely resolution for the customer.
• Enter tickets into the JIRA Service Management, and assist Customers with using the Self Service portal for JIRA called Employee Solutions Center.
  
  

Technical Support

• Determines requirements for applications systems, sharing of files and equipment, and data communications.
• Installs, configures, upgrades, and troubleshoots hardware, software, data communications and related problems, and assists users.
• Configures all software parameters for security and operational efficiency.
• Tests systems for integrity and performance.
• Troubleshoots, diagnoses, and resolves computer problems in both network/telecommunications and stand-alone environments.
• Provides technical support for multiple computer platforms, applications, and operating systems.
• Advises, trains, and assists users on optimum use of equipment and ensures installation of desktop hardware and software in accordance with technical standards.
• Tests hardware and software for integrity and performance.
• Diagnoses and resolves computer and network system problems.
• Determines correct computer application and analyses routines thoroughly to ensure that the computer software program will produce the intended product.
• Reviews, prepares and migrates all legacy and web system application systems and all associated documentation from development environments into production environments.
• Monitors and ensures the integrity and validity of all production environments.
• Provides input regarding the development of information technology divisional policies, standards, and procedures governing computer operations quality assurance and security administration functions.
• Provides user training and documentation for the use of hardware and desktop applications.
• Assists with the creation and maintenance of documentation of standard procedures and policies of OIT and the Help Center as related to PC set up, installation, and problem diagnosis.
• Sets up and installs personal computers and peripheral equipment.
• Rebuilds existing PCs in order to upgrade or otherwise improve and enhance performance of the PC.
• Independently diagnoses desktop computing problems. Ensures system security consistent with county policies and procedures.
  
  

Knowledge, Skills, And Abilities

• Knowledge of computer science principles and practices, including knowledge of relational data base systems, structured design and programming, data communications, quality assurance, information technology security and knowledge-based systems.
• Knowledge of micro, mini and personal computer hardware and software and of system setup and troubleshooting same.
• Knowledge of PC LAN system design and operation. Knowledge of a variety of office automation systems. Knowledge of the organization and operation of business department to which assigned or the ability to rapidly acquire such knowledge.
• Knowledge of Quality Assurance and Information Technology security principles and practices. Knowledge of source and object code library management systems (e.g. Panvalet), and Web application developers (e.g. WebSphere) and JCL (Job Control Language).
• Skill in migrating and implementing application software from a development stage to a production stage. Skill in developing and maintaining operational documentation for production applications and processes for use by non-technical and technical staff.
• Skill level in the use of spreadsheets, word processing, graphics, communications, data base management systems, and integration of data between diverse systems.
• Ability to use and interpret technical manuals.
• Ability to install IS components, install and test software.
• Ability to understand and apply basic quality assurance and computer/network security practices and departmental Information Technology security policy and standards.
• Ability to work with and provide assistance and training to non-technical staff-clerical, and professional and managerial.
• Ability to effectively communicate in verbal and written form.
• Ability to work independently, and follow standard operating procedures and departmental policies and standards.
• Ability to communicate effectively, both orally and in writing.
• Ability to apply policies, standards and procedures in the absence of information technology management.
  
  

Minimum Qualifications

Two years of course work with an AA certificate in electronic data processing from an accredited college, supplemented by courses in computer system administration or a related field; two (2) years experience in technical support and maintenance of computer systems, including the configuration and troubleshooting of hardware and software.

Note: Two (2) years of course work with an AA certificate in electronic data processing from an accredited college, supplemented by courses in computer system administration or a related field; may be substituted on a year-for-year basis with additional years of experience in technical support and maintenance of computer systems, including the configuration and troubleshooting of hardware and software for a combined total of four (4) years of education and experience in technical support and maintenance of computer systems, including the configuration and troubleshooting of hardware and software. These four (4) years must still be supplemented by coursework or certification in computer system administration or a related field.

Note: Two (2) years of experience in technical support and maintenance of computer systems, including the configuration and troubleshooting of hardware and software, may be substituted on a year-for-year basis with additional years of education in information technology or related degree program for a combined total of four (4) years of education and technical support and maintenance of computer systems, including the configuration and troubleshooting of hardware and software. These four (4) years must still be supplemented by coursework or certification in computer system administration or a related field. A year of education shall be defined as two (2) full-time semesters or 30 credit hours.

NOTE: Accredited University or College is the recognition from an accrediting agency that an institution maintains a certain level of educational standards. The U.S. Department of Education maintains a database of accrediting agencies it recognizes for schools within the United States.

For a University or College outside the United States, the applicant must provide documentation of accreditation and educational equivalency, which can be accomplished through a credential evaluation service. Applicants with a foreign degree must provide this documentation upon the close of the announcement.

Supplemental Qualifications

Preference will be given to:

• Experience with Google Suite
• Public Sector Experience
• Previous work experience in a position with face-to-face and phone-based customer service.
• Medical/Health Insurance Plans
• Open Access Aetna Select HMO-EPO
• Aetna Open Choice PPO
• Dental Insurance
• CIGNA Dental PPO (Buy-Up)
• CIGNA Dental PPO (CORE)
• CIGNA Dental HMO (DHMO)
• Vision Insurance
• EyeMed
• Employee Life Insurance
• Term insurance of up to 2 times salary ($100,000 maximum) for employees at no cost.
• Ability to purchase Supplemental & Dependent Life Insurance
• Disability Income Insurance
• Pension Plan
• Normal retirement after 30 years of service or Age 60 and 10 years of service or election to enroll in the Employees Retirement Savings Plan.
• Deferred Compensation Section 457 Plan
• Direct Deposit
• Credit Union
• Holidays
• Twelve days provided per year, thirteen in general election year
• Annual Leave
• Less than 3 years - 13 days
• 3 to less than 15 years - 20 days
• 15 years or more - 26 days
• Disability Leave
• Accrual at a rate of 15 days a year
• Personal Leave Day, 5 per calendar year
• Leave Sharing
• Employee Assistance Program
• Free, confidential counseling for employee and family members 4X per year per problem per family member; also counseling on legal and financial issues; assistance in locating childcare and elder care
• Flexible Spending Accounts
• Dependent Care Reimbursement
• Health Care Reimbursement
• Voluntary Benefits
• Provides you an opportunity to enroll in any or all of the benefits listed below with the convenience of payroll deduction
• Universal Life Insurance with Long Term Care Rider
• United Legal Benefits
  

01

The supplemental questions are a very important first step in our screening process. Therefore, you are required to accurately and completely respond to each question by providing the information asked in each question. Your responses will be used to initially determine your qualifications and eligibility for this position. DO NOT INDICATE "SEE RESUME" OR CUT AND PASTE YOUR RESUME IN RESPONSE TO THE SUPPLEMENTAL QUESTIONS. This response and a lack of detail and explanation in the supplemental questions and in your application may result in failure or disqualification for this position. THIS MEANS YOU MAY BE INELIGIBLE FOR FURTHER CONSIDERATION IN THIS RECRUITMENT PROCESS. Please check "yes" to show that you have read and understand this statement.

• Yes
• No
  
  

02

Do you possess two years of course work with an AA certificate in electronic data processing from an accredited college?

• Yes
• No
  
  

03

If you answered yes to the previous question, please state your degree and areas of concentration.

04

Did your education include courses in computer system administration or a related field?

• Yes
• No
  
  

05

Do you possess two (2) or more years of experience in technical support and maintenance of computer systems, including the configuration and troubleshooting of hardware and software?

• Yes
• No
  
  

06

If you answered yes to the previous question, please explain how you possess this experience to include position title, length of time in position and major duties.

07

Two (2) years of course work with an AA certificate in electronic data processing from an accredited college, supplemented by courses in computer system administration or a related field; may be substituted on a year-for-year basis with additional years of experience in technical support and maintenance of computer systems, including the configuration and troubleshooting of hardware and software for a combined total of four (4) years of education and experience in technical support and maintenance of computer systems, including the configuration and troubleshooting of hardware and software. These four (4) years, must still be supplemented coursework or certification in computer system administration or a related field. Does this substitution language apply to you?

• Yes
• No
  
  

08

If you answered yes to the previous question(s), please detail the qualifying work experience. Please also list the coursework and/or relevant certifications. If this doesn't apply, please write N/A.

09

Two (2) years of experience in technical support and maintenance of computer systems, including the configuration and troubleshooting of hardware and software, may be substituted on a year-for-year basis with additional years of education in information technology or related degree program for a combined total of four (4) years of education and technical support and maintenance of computer systems, including the configuration and troubleshooting of hardware and software. These four (4) years, must still be supplemented coursework or certification in computer system administration or a related field. A year of education shall be defined as 2 full-time semesters or 30 credit hours. Does this substitution apply to you?

• Yes
• No
  
  

10

If you answered yes to the previous question, please indicate how you met this substitution. Provide dates attended, courses, related certifications, and/or school attended. This information must also appear in the education and/or certification section of your profile. If this doesn't apply, please write N/A.

11

Do you have experience with Google Suite (Gmail, Google Drive, Sheets, Docs...)?

• Yes
• No
  
  

12

If you answered yes, to the previous question, please describe your experience and what G-Suite programs/softwares you are proficient with

13

Do you have prior public sector experience? Public sector experience is working for the government (Federal, State, County, City).

• Yes
• No
  
  

14

If you answered yes to the previous question, please explain how you possess this experience to include position title, length of time in position and major duties.

15

Have you worked in a position with face-to-face and phone-based customer service?

• Yes
• No
  
  

16

If you answered yes to the previous question, please explain how you possess this experience to include position title, length of time in position and major duties.

17

• Note: Accredited University or College is the recognition from an accrediting agency that an institution maintains a certain level of educational standards. The U.S. Department of Education maintains a database of accrediting agencies it recognizes for schools within the United States. For a University or College outside the United States, the applicant must provide documentation of accreditation and educational equivalency, which can be accomplished through a credential evaluation service. Applicants with a foreign degree must provide this documentation upon the close of the announcement. Have you attached the appropriate documentation to verify your education?
• Yes
• No
  
  

18

Did a county employee refer you? If yes, indicate their name, department and badge/id number. If you weren't referred by an Employee indicate N/A.

• Required Question