What are the responsibilities and job description for the COMPUTER USER SUPPORT SPECIALIST II position at State of Maryland?
Introduction
GRADE
LOCATION OF POSITION
Main Purpose of Job
POSITION DUTIES
- Support all state issued devices including but not limited to desktops, laptops, iPads and cell phones. Diagnose software and hardware problems, make needed repairs or adjustments; consult with software and hardware vendors or OTHS to analyze problems. Arrange for hardware service or replacement parts, handle relocation of desktops, when needed. Deploy new equipment when replacements are provided.
- Handle desktop support tickets. Offer increased support during the LAN Administrator’s absence and / or for special projects.
- Review facility tickets submitted for Caroline DSS. Submit tickets via the tenant portal and follow up with the management company to ensure all tickets are addressed in a timely manner. Escalate facility issues that are not resolved promptly to the supervisor. Track agency assets, identify items for excess, and complete the excess process, including tracking and following up on submitted items. Create scripts within tracking tools and surveys used for other agency purposes to support data collection.
- Function as backup to the LAN Administrators to maintain telephone and voicemail systems and building security access systems. This will include requesting phone numbers and adding email with the correct MAC address; installing headsets, assigning and configuring SMP, training on how to use VoIP phones and unlocking voicemails.
- Assist with implementation and continuing operation of MDThink systems including, CJAMS, CSMS and E&E. Add and suspend users in Sailpoint. Modify other user attributes (supervisor, employee type, department, address, etc). Contact the Help Desk to have passwords reset.
- Destroy and sanitize data gathering devices such as hard drives in accordance with OTHS and state requirements. Participate in state level meetings, work groups or committees as directed by supervisor or Director. Attend trainings as assigned by supervisor.
- Provide one on one hardware and software training, when needed. Prepare and deliver group training, when requested. Provide customer service to both internal and external customs that meets or exceeds the standards set by the Department.
- Participate, as needed, in the agency’s mandated obligation to provide mass care and shelter under the direction of the County or State Emergency Operations Center. Serve as Essential Staff.
MINIMUM QUALIFICATIONS
DESIRED OR PREFERRED QUALIFICATIONS
- One year of experience responding to Help Desk calls from users of computer systems.
- One year of experience with Google Apps or Google Suite.
- One year of experience navigating and troubleshooting Window's or other computer software.
LIMITATIONS ON SELECTION
SELECTION PROCESS
BENEFITS
Contractual employees who work for an agency covered under the State Employee and Retiree Health and Welfare Benefits Program, have a current employment contract and work 30 or more hours a week (or on average 130 hours per month) may be eligible for subsidized health benefits coverage for themselves and their dependents. As a contractual employee, you will be responsible for paying 25% of the premiums for your medical and prescription coverage, including any eligible dependents you have enrolled. The State of Maryland will subsidize the remaining 75% of the cost for these benefits. You can also elect to enroll in dental coverage, accidental death and dismemberment insurance, and life insurance, but will be responsible to pay the full premium for these benefits.
Leave may be granted to a contractual employee who has worked 120 days in a 12 month period. This leave accrues at a rate of one hour for every 30 hours worked, not to exceed 40 hours per calendar year.
FURTHER INSTRUCTIONS
TTY Users: call via Maryland Relay
As an equal opportunity employer, Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity. People with disabilities and bilingual candidates are encouraged to apply. We thank our Veterans for their service to our country.
