COMPUTER USER SUPPORT SPECIALIST SERIES (Computer User Support Specialist I & II

IntroductionThe Office of the Public Defender is a statewide independent agency charged with providing superior legal representation to indigent defendants. The agency’s vision is Justice, Fairness, and Dignity for All. Employees are committed to the core values of culture of excellence, client-centered representation, tenacious advocacy, and are united in achieving the agency’s mission.OPD has a centralized Information Technology headquarters office located in Anne Arundel County and numerous field locations to include local OPD offices, courthouses, local detention centers, and mental health hospitals. The Information Technology Division provides department-wide technology planning, acquisition, policies, connectivity, and support for a broad portfolio of infrastructure and applications operating in an enterprise caliber environment.MOPD is further committed to providing equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities by modifying or adjusting the job application process or the job or work environment to make reasonable accommodations to the known applicant or employee to enable the applicant or employee to be considered for the position they desire; to perform the essential functions of the position in question; or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation imposes an undue hardship. Applicants must be able to operate a computer and other office equipment. Applicants must have access to a motor vehicle or be able to navigate public transportation. If a reasonable accommodation is needed, please contact Tawanda Jackson, Human Resources Supervisor, 410-767-8503 tawandal.jackson@maryland.gov.GRADEGrade 12 $47,536.00-$75,820.00Grade 14 $53,808.00-$86,322.00LOCATION OF POSITIONAnne Arundel CountyInformation Technology Division989 Corporate Drive Linthicum, Maryland 21090Main Purpose of JobA Computer User Support Specialist I/II is the intermediate and full level of work responding to and coordinating the resolution of Help Desk calls from users of computer systems. Employees in this classification do not supervise other positions. Employees in this classification receive moderate supervision from higher-level data communications, data processing, or information services staff.POSITION DUTIESThe Computer User Support Specialist I/II responds to agency staff support requests and inquiries by phone and email, and in-person/on-site technology support. Escalate support tickets and high-severity incidents immediately to the Technology Support Operations Manager. Respond to requests and inquiries to perform troubleshooting and problem resolution on computers, agency-managed mobile devices, printers, and other peripheral devices. The incumbent will comply with departmental standards for responsiveness, customer interaction, escalation, and problem resolution.The Computer User Support Specialist I/II logs all requests into the support tracking system. The Computer User Support Specialist I/II contributes to the achievement of service desk goals and objectives. This position supports continuous improvement initiatives as developed by the OPD IT management team with compliance with technology policies and service level expectations. The incumbent will participate in the execution of technology infrastructure projects and initiatives as assigned with proactive communicating the status of various IT-related matters, announcements, and alerts to the IT Department management as appropriate. This may involve walking, standing, and physically handling common technology equipment such as laptops, monitors, docking stations, and hand carts for an extended period of time throughout the workday. The ability to safely operate a non-commercial state vehicle is required.The Computer User Support Specialist I/II will be expected to assess information provided by the OPD staff to access, diagnose, troubleshoot, and resolve technology issues. The incumbent will further be expected to quickly determine whether a report issue requires escalation to other roles in the IT Department, such as Systems Administrator, a Technical Support Analyst, the Technology Support Operations Manager, etc.MINIMUM QUALIFICATIONSComputer User Support Specialist I:Education: Graduation from an accredited high school or possession of a high school equivalency certificate.Experience: One year of experience assisting in the operation of multipurpose, multi-tasking computer systems to include operating computer equipment for maintaining information, or installing and maintaining data communications network lines and devices, or personal computer repair.Notes:1. Candidates may substitute additional experience operating computer equipment for the purpose of data entry, word processing, or maintaining information on a year-for-year basis for the required education.2. Candidates may substitute U.S. Armed Forces military service experience as a non-commissioned officer in Cyber and Information Systems classifications or Cyber and Information Systems specialty codes in the Information Technology field of work on a year-for-year basis for the required experience.Computer User Support Specialist II:Education: Graduation from an accredited high school or possession of a high school equivalency certificate.Experience: One year of experience responding to Help Desk calls from users of computer systems.Notes:1. Candidates may substitute additional experience operating computer equipment for the purpose of data entry, word processing, or maintaining information on a year-for-year basis for the required education.DESIRED OR PREFERRED QUALIFICATIONSOne year of experience providing front-line technical support via phone, email, remote tools, and on-site activities.Experience working in a managed Service (Help) Desk or Call Center environment utilizing technology incident management best practices and systems.Strong working knowledge and experience installing, configuring, and troubleshooting Windows desktops/laptops, Microsoft Office, Active Directory, email, printers, and responding to general application questions typically found in a Microsoft-based computing environment.Experience with basic information security concepts (Network account creation, safeguarding passwords, etc.).LICENSES, REGISTRATIONS AND CERTIFICATIONSNOT APPLICABLE.SELECTION PROCESSIt is essential that you provide complete and accurate information on your application. Please report all related education, experience, dates, and hours of work. All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date. Applicants certified to the list will receive eligibility for a period of one (1) year.EXAMINATION PROCESSThe examination will consist of a rating of your education, training, and experience related to the requirements of the position. You may be required to complete a qualifications supplement, or the rating may be based on your application. Therefore, it is important that you provide complete and accurate information on your application. Report all experience and education that is related to this position. Applicants selected for the interview will be required to complete a writing sample onsite during the interview process.BENEFITSSTATE OF MARYLAND BENEFITSFURTHER INSTRUCTIONSOnline Applications Preferred. Please fax all paper applications and questionnaires to (410) 333-2260. Inquiries regarding applications and submitting paper applications can be directed to: Office of the Public Defender, Human Resources Division, 6 Saint Paul Street, Suite 1304, Baltimore, MD 21202 Attn: Janynee Bailey-Covington. Email address: Janynee.Bailey-Covington@Maryland.gov; or by calling (410) 767-8500, toll-free: 877-430-5187; TTY users call Maryland Relay Service 800-735-2258. Please be sure to include your name, identification number (Easy ID#), and job announcement number on any documentation to ensure timely processing. A paper copy of the MD State application form and questionnaire can be downloaded from the link below.We thank our Veterans for their service to our country. People with disabilities and bilingual candidates are encouraged to apply. As an equal opportunity employer, Maryland is committed to recruitment, retaining, and promoting employees who are reflective of the State's diversity.For education obtained outside the U.S., a copy of the equivalent American education as determined by a foreign credential evaluation service must be provided prior to hire.

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