Technical Services Support Specialist I - Technology & Communications, Information Systems Services

Howard County:

Conveniently located in the heart of central Maryland between Baltimore and Washington, Howard County offers the charm of a historic past mixed with the excitement of a cosmopolitan community.

Howard County Government:

Howard County Government is a leader in innovation, best practices and sustainability. It is consistently ranked as one of the best places to live and work in the country. In 2024, Howard County Government received a record-breaking 63 Achievement Awards from the National Association of Counties (NACo) – the most awards in the state of Maryland, and the fifth highest in the nation, as compared to more than 3000 counties. NACo Achievement Awards are the premier national honor to recognize innovative and transformative programs that provide new services for county residents, improve existing programs, upgrade working conditions, and enhance citizen participation and public policy making. 

What are we looking for?

We are looking for outstanding individuals to join our team and contribute to excellence in Howard County operations. 

What you'll like most about working at Howard County Government:

• We are committed to workplace excellence in every area of County government.  
• We have a highly talented, diverse, and inclusive workplace. Your input will not only be heard, but it will be encouraged!  
• We offer competitive compensation and great benefits including medical, retirement, and wellness programs. 
• As a member of the Howard County Government team, you'll be helping drive our culture and directly impact what makes us an amazing place to work.

Serves as the liaison for technology related issues. Works as a Service Desk Technician to provide first tier application support for applications used by the county employees. Prior experience supporting Cloud applications and on-premises managed applications. Understanding of Service Desk functions specific to handling IT related issues and the ability to troubleshoot issues.

CLASS DESCRIPTION:

Performs senior technical level information, technology and communication services work, which may include supervisory responsibility, under general supervision from an administrative or technical superior.  Work may include testing, updating, maintaining, and providing training on mainframe client servers and microcomputer software and hardware; responds to more complex helpdesk requests;  managing and controlling the use of the computer-aided dispatch system; or managing the installation and maintenance of radio, telephone, data and related electronic equipment; or work may also include skilled illustration and graphic design; producing television programs and public service announcements; or coordinating public information program activities.

Include the following. Other related duties may be assigned.

• Receives e-mail and telephone reports of problems on the network.
• Prioritizes requests for assistance and tracks problem reports.
• Serves as lead technician during the assembly, configuration, testing and installation of desktop and other computer related equipment.
• Provide installation, and maintenance of network node desktop platforms.
• Requires familiarity with major off the shelf application products ( Windows 10 OS and above, M.S Office 365 Suite).
• Perform Active Directory Administration: Create New user accounts , Create distribution/Email
• Basic understanding of Active Directory topologies.
• Hands on knowledge of Windows 10 and above Operating Systems.
• Participate in weekly Operations meeting.
• Conduct problem analysis, resolution and tracking of user problems including follow through escalation procedures.  
• Conduct deployment of desktops /laptops to employees.
• Hands on related knowledge on desktops and laptops.
• Conduct problem analysis, resolution and tracking of user problems including follow through escalation procedures.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions. Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Follow-up and update customer status and information.
• Coordinates desktop needs, coordinate with other support groups.
• Works with employees and provides feedback.
• Updates the Service Desk Knowledgebase to include troubleshooting procedures.

• Experience in working with Microsoft Office.
• Excellent oral/written communication and listening skills; Exceptional interpersonal skills
• Strong interpersonal skills to perform client focus services.
• Good oral and written skills for client interaction and presentations, ability to set priorities and multi- task, project management skills, and must be able to work in a team environment.
• Have strong interpersonal skills to perform client focused services.
• Need to have good oral and written skills for client interaction and presentations, ability to set priorities and multitask.
• Hands-on knowledge with PCs, laptops and printers.
• High order of customer service communication skills.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. 

The employee is occasionally required to stand and walk. 

The employee must occasionally lift and/or move up to 10 pounds. 

Specific vision abilities required by this job include close vision, color vision, depth perception, and ability to adjust focus.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. 

Ability to write routine reports and correspondence. 

Ability to speak effectively before groups of customers or employees of organization.

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. 

Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. 

Ability to deal with problems involving several concrete variables in standardized situations.

Salary : $60,923 - $117,458