What are the responsibilities and job description for the End User Support Specialist II - BCIT position at City of Baltimore, MD?
POSTING DATE: 03/17/2025
SALARY RANGE: $74,803.00 - $119,684.00 ANNUALLY
BACKGROUND CHECK
Eligible candidates under final consideration for appointment to positions identified as positions of trust will be required to complete authorization for a Criminal Background Check and/or Fingerprint must be successfully completed.
PROBATION
All persons, including current City employees, selected for this position must complete a mandatory 6-month probation.
ELIGIBILITY
Qualified candidates will be considered for vacancies as they arise, for a period of at least six months. The decision of the Director of Human Resources with respect to acceptable minimum qualifications is final.
EDUCATION ACCREDITATION
Applicants’ education must be obtained from an accredited institution. Education credentials obtained out of the US must be evaluated for US equivalency. Evaluation agencies information may be obtained at www.naces.org.
CLASS DEFINITION
An End-User Support Specialist II provides oversight for the customer support process such as customer communication, incident management, and request fulfillment and they work with other technical teams to develop and complete requests and to ensure a high level of IT customer service.
SELECTION PROCESS
All candidates indicating the minimum qualifications on their application will be placed on the eligible list without further examination. The license, training, and experience of each candidate will be evaluated for appropriateness and quantity. It is essential, therefore, that you give complete and accurate information on your application. Vagueness or omission may prevent you from being considered for the position. Qualified candidates will not be listed in rank order.
MINIMUM QUALIFICATIONS
On or before the date of filing the application, each candidate must:
EDUCATION: Have an associate degree
AND
EXPERIENCE: Have two (2) years of related technical experience.
OR
NOTE (EQUIVALENCIES): Have an equivalent combination of education and experience. Technical credentials may be substituted for six months of experience or education. Multiple certifications may receive additional credit towards education/experience.
LICENSES, REGISTRATIONS, AND CERTIFICATIONS: ITIL 4 / A / Network certifications a plus
REQUIRED KNOWLEDGES, SKILLS AND ABILITIES
- Working knowledge of the principles, concepts and methodology at a proficient level in area(s) of assignment which has been gained by job experience or relevant advanced education.
- The ability to work independently with the exception of the most complex assignments.
- Work is primarily focused on the modification, development or maintenance of existing technology.
- Ability to resolve problems requiring analysis and the discernment of the most suitable solution(s)/processes(s) available.
- Ability to apply and enhance knowledge and skill to both usual and unusual issues.
- Needs minimal guidance in addressing unusual situations.
- Ability to perceive actions needed in relation to obtaining goals.
- Understands and can discuss the application and implications of changes to processes, policies, and procedures in the assigned area of responsibility.
- Successfully completes diverse tasks of the job.
- Applies new technology (as applicable): Learns to operate and maintain new technology; assists in transitions.
- Skilled in formulating routines and standards of practice to complete assigned tasks.
EXAMINATION PROCESS
Applicants must provide sufficient information on their application to show that they meet the qualifications for this recruitment. Successful applicants will be placed on the employment certified eligible list for at least six months.
The examination will consist of a rating of your education, training, and experience as presented on your application and as they relate to the requirements of the position. You may be required to complete questions to further examine specific Knowledge, Skills and Abilities of the position. Therefore, it is important that you provide complete and accurate information on your application.
NOTE: Those eligibles who are under final consideration for appointment will be required to authorize the release of criminal conviction information.
BENEFITS
The City of Baltimore offers a generous and competitive benefits package. You can learn about our benefits here:
https://humanresources.baltimorecity.gov/hr-divisions/benefits
If you have questions regarding this position, please contact Ayomide Arodoye, Recruitment & Talent Acquisition Specialist II via email at
Ayomide.Arodoye@baltimorecity.gov
Baltimore City Government is an Equal Employment Opportunity Employer, and we are committed to a workplace that values diversity, equity, and inclusion. The City of Baltimore prohibits discrimination on the basis of race, color, religion, age, sex, ancestry, creed, national origin, disability status, genetics, marital status, military service, sexual orientation, gender identity/expression or any other characteristic protected by federal, state or local laws. Applicants requiring accommodations during the hiring process should contact the Department of Human Resources directly. Do not attach your request for accommodation to the application.
Financial Disclosure:
This position is required to complete a Financial Disclosure pursuant to Sections 7-7, 7-8, and 7-9 of the City Ethics Law.
BALTIMORE CITY AN EQUAL OPPORTUNITY EMPLOYER
Salary : $74,803 - $119,684
