Salary $33.09 - $47.25 Hourly Location Towson, MD Job Type NON-MERIT Job Number NM.133 9-2024 OIT Department INFORMATION TECHNOLOGY Opening Date 09/17/2024 Closing Date 10/1/2024 4:30 PM Eastern DESCRIPTION BENEFITS Regular Schedule: 34 hours per week A Non-Merit vacancy exists in the Office of Information Technology. Non-Merit positions are not classified within the Baltimore County Government Classification and Compensation Plan. A list of eligible applicants will be established based on the examination as outlined below. Current and future vacancies occurring in any Office or Department of Baltimore County General Government may be filled from the list of eligible applicants. All interested candidates must apply at this time. List all promotions and changes in job duties due to reclassification as separate work experiences on your application. Applicants must include the dates of the promotions and reclassifications. Note: Failure to complete all fields of the "Work Experience" section of the application will result in your application not being considered. You can attach your resume, transcript(s) or license(s) to your application. Failure to submit proof of Licenses, Certifications and Education will result in your application not being considered. Proof of licenses, certifications, and/or education must be submitted with each application. Examples of Duties DEFINITION OF RESPONSIBILITY As a member of the Endpoint Support Team for Baltimore County Office of Information Technology, this position will provide quality support in a professional, thoughtful, and intelligent manner. Works within a highly motivated, fast paced team environment and collaborates with project teams, NOC, Infrastructure, Server, Audio Visual, and Delivery Engineering Teams utilizing collaboration tools and Cherwell ticketing system. Utilizes SCCM application deployments, OSD deployment via PXE and SCCM, Bomgar remote support and Printer Logic enterprise printer management. Provides hardware support for Lenovo Desktops & Laptops, Panasonic Toughbooks and HP Printers. Must have a good understanding of networking principles, Windows 10 OS, and Windows Group Policies. Provides thorough and friendly customer service and can relay technical information in layman's terms. Maintains concise, accurate and timely notes within the Cherwell ticketing system. When needed will drive a county vehicle and/or personal vehicle to various locations within Baltimore County for on-site support. EXAMPLES OF ESSENTIAL DUTIES Assist all our users with any logged IT related incident when called upon. Troubleshoots, and resolves: When assigned an incident, take ownership of the issue by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible utilizing remote tools when appropriate. Escalates incidents to other support teams where necessary. Maintains excellent level of customer service ensuring that all customers are treated efficiently and in an appropriate manner. Maintain excellent verbal and written communication skills with the ability to communicate effectively with both technical and non-technical colleagues/customers at all levels of local government. Relays customers' needs to management and/or customer relationship managers. Consistently performs as a highly motivated team player with the skills and ability to manage changing priorities. Accurately records, updates and documents service responses using the IT ticketing system. Images and installs PCs and laptops, providing replacements as necessary. Also installs and maintains peripherals (printers, scanners, copiers, projectors, etc.) as necessary. Participates in internal training as necessary to keep up to date with the latest technology and internal system processes. Identifies recurring issues and escalates as needed. Works on projects under the direction of a project manager. Creates and updates documentation describing configurations, processes, etc. Other duties as assigned. Qualifications Education: Must possess at least AA Degree from an accredited college or university in Information Technology, Computer Science, Computer Engineering or related field. Will substitute one-year relevant work in lieu of every year of education. At least four (4) years of experience with Microsoft products and technologies (preferably in an Enterprise environment), network troubleshooting. Experience interfacing with customers and translating their requirements into solutions. Work well in a team environment. Knowledge, Skills, and Abilities Must have at least four (4) years of experience in a multi-platform/vendor networking environment, including extensive hands-on experience with products such as: Microsoft Windows 10 and Windows 11, Microsoft Office Suite, and ticketing systems. Must have an understanding of networking principles, Active Directory and Group Policies. Additional relevant experience may be substituted on a year-for-year basis for the required education. Licenses or Certificates Possession of a valid driver's license equivalent to a noncommercial class C, Maryland driver's license is required at the time of application. Possession of High School Diploma or GED equivalent is required. Proof of Licenses, Certifications and Education Applicants are required to submit proof of licenses, certifications and education beyond high school to meet the required and preferred qualifications of the position. Diplomas or transcripts must show the applicant’s major field of study. Copies and unofficial transcripts are acceptable. Failure to submit proof of Licenses, Certifications and Education will result in your application not being considered. Proof of licenses, certifications, and/or education must be submitted with each application. Proof of Degree Equivalency Applicants who have obtained a degree from outside the United States of America are required to submit degree equivalence documentation from World Education Services, Inc. (www.WES.org) Mail or deliver documents to: ATTN: Endpoint Support Technician - Non-Merit Office of Human Resources Baltimore County Government 308 Allegheny Ave. Towson, MD 21204 You can attach your resume, transcript(s) or license(s) to your application. EXAMINATION PROCEDURE Applicants will be qualified based on an evaluation of their training and experience, as stated on their application. Applicants must state the dates and duties of past and present experience clearly and completely for evaluation purposes. Conditions of Employment This position also requires travel to various locations within the county and may require the use of personal vehicle. Technicians are responsible for maintaining current technical competence through self-study, attending employer-provided training, and attending meetings that provide updated information about the current computing environment. Technicians will be required to join an on-call rotation to provide after-hours Endpoint technical support to end users and on-call rotation for the Emergency Operation Center support. This position works an average scheduled workweek of 34 hours, Monday through Friday. May occasionally require additional hours, which may include weekends, evenings and holidays. 24 x 7 on call required for production problems. Incumbents must be of good moral character and emotionally stable. Physical and Environmental Conditions Occasionally lift 50 pounds, sit, walk or stand for extended periods of time. Must have own vehicle and a class C driver's license. Employment Background Investigation Applicants selected for an appointment to a position in Baltimore County must successfully complete an employment background investigation, including, but not limited to a criminal background, education, and fingerprint check. Job candidates will be required to complete an expanded background investigation. Agency Baltimore County Address 308 Allegheny Avenue Towson, Maryland, 21204 Phone 410-887-3135 Website http://www.baltimorecountymd.gov Regular Schedule: 34 hours per week A Non-Merit vacancy exists in the Office of Information Technology. Non-Merit positions are not classified within the Baltimore County Government Classification and Compensation Plan. A list of eligible applicants will be established based on the examination as outlined below. Current and future vacancies occurring in any Office or Department of Baltimore County General Government may be filled from the list of eligible applicants. All interested candidates must apply at this time. List all promotions and changes in job duties due to reclassification as separate work experiences on your application. Applicants must include the dates of the promotions and reclassifications. Note: Failure to complete all fields of the "Work Experience" section of the application will result in your application not being considered. You can attach your resume, transcript(s) or license(s) to your application. Failure to submit proof of Licenses, Certifications and Education will result in your application not being considered. Proof of licenses, certifications, and/or education must be submitted with each application. Examples of Duties DEFINITION OF RESPONSIBILITY As a member of the Endpoint Support Team for Baltimore County Office of Information Technology, this position will provide quality support in a professional, thoughtful, and intelligent manner. Works within a highly motivated, fast paced team environment and collaborates with project teams, NOC, Infrastructure, Server, Audio Visual, and Delivery Engineering Teams utilizing collaboration tools and Cherwell ticketing system. Utilizes SCCM application deployments, OSD deployment via PXE and SCCM, Bomgar remote support and Printer Logic enterprise printer management. Provides hardware support for Lenovo Desktops & Laptops, Panasonic Toughbooks and HP Printers. Must have a good understanding of networking principles, Windows 10 OS, and Windows Group Policies. Provides thorough and friendly customer service and can relay technical information in layman's terms. Maintains concise, accurate and timely notes within the Cherwell ticketing system. When needed will drive a county vehicle and/or personal vehicle to various locations within Baltimore County for on-site support. EXAMPLES OF ESSENTIAL DUTIES Assist all our users with any logged IT related incident when called upon. Troubleshoots, and resolves: When assigned an incident, take ownership of the issue by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible utilizing remote tools when appropriate. Escalates incidents to other support teams where necessary. Maintains excellent level of customer service ensuring that all customers are treated efficiently and in an appropriate manner. Maintain excellent verbal and written communication skills with the ability to communicate effectively with both technical and non-technical colleagues/customers at all levels of local government. Relays customers' needs to management and/or customer relationship managers. Consistently performs as a highly motivated team player with the skills and ability to manage changing priorities. Accurately records, updates and documents service responses using the IT ticketing system. Images and installs PCs and laptops, providing replacements as necessary. Also installs and maintains peripherals (printers, scanners, copiers, projectors, etc.) as necessary. Participates in internal training as necessary to keep up to date with the latest technology and internal system processes. Identifies recurring issues and escalates as needed. Works on projects under the direction of a project manager. Creates and updates documentation describing configurations, processes, etc. Other duties as assigned. Qualifications Education: Must possess at least AA Degree from an accredited college or university in Information Technology, Computer Science, Computer Engineering or related field. Will substitute one-year relevant work in lieu of every year of education. At least four (4) years of experience with Microsoft products and technologies (preferably in an Enterprise environment), network troubleshooting. Experience interfacing with customers and translating their requirements into solutions. Work well in a team environment. Knowledge, Skills, and Abilities Must have at least four (4) years of experience in a multi-platform/vendor networking environment, including extensive hands-on experience with products such as: Microsoft Windows 10 and Windows 11, Microsoft Office Suite, and ticketing systems. Must have an understanding of networking principles, Active Directory and Group Policies. Additional relevant experience may be substituted on a year-for-year basis for the required education. Licenses or Certificates Possession of a valid driver's license equivalent to a noncommercial class C, Maryland driver's license is required at the time of application. Possession of High School Diploma or GED equivalent is required. Proof of Licenses, Certifications and Education Applicants are required to submit proof of licenses, certifications and education beyond high school to meet the required and preferred qualifications of the position. Diplomas or transcripts must show the applicant’s major field of study. Copies and unofficial transcripts are acceptable. Failure to submit proof of Licenses, Certifications and Education will result in your application not being considered. Proof of licenses, certifications, and/or education must be submitted with each application. Proof of Degree Equivalency Applicants who have obtained a degree from outside the United States of America are required to submit degree equivalence documentation from World Education Services, Inc. (www.WES.org) Mail or deliver documents to: ATTN: Endpoint Support Technician - Non-Merit Office of Human Resources Baltimore County Government 308 Allegheny Ave. Towson, MD 21204 You can attach your resume, transcript(s) or license(s) to your application. EXAMINATION PROCEDURE Applicants will be qualified based on an evaluation of their training and experience, as stated on their application. Applicants must state the dates and duties of past and present experience clearly and completely for evaluation purposes. Conditions of Employment This position also requires travel to various locations within the county and may require the use of personal vehicle. Technicians are responsible for maintaining current technical competence through self-study, attending employer-provided training, and attending meetings that provide updated information about the current computing environment. Technicians will be required to join an on-call rotation to provide after-hours Endpoint technical support to end users and on-call rotation for the Emergency Operation Center support. This position works an average scheduled workweek of 34 hours, Monday through Friday. May occasionally require additional hours, which may include weekends, evenings and holidays. 24 x 7 on call required for production problems. Incumbents must be of good moral character and emotionally stable. Physical and Environmental Conditions Occasionally lift 50 pounds, sit, walk or stand for extended periods of time. Must have own vehicle and a class C driver's license. Employment Background Investigation Applicants selected for an appointment to a position in Baltimore County must successfully complete an employment background investigation, including, but not limited to a criminal background, education, and fingerprint check. Job candidates will be required to complete an expanded background investigation. Employment Benefits for Non-Merit or Non-Classified, Part-Time Employees Baltimore County General Government offers the following benefits to part-time, non-merit or non-classified employees. New employees are eligible for benefits upon hire, unless noted otherwise. Equal Opportunity Employer Baltimore County is an equal opportunity employer and encourages minority, female and disabled applicants. Smoke free workplace All Baltimore County offices are smoke free. Drug free workplace Baltimore County provides a drug free workplace. Prospective employees are required to submit to urinalysis drug testing as part of the pre-employment physical examination. Employee Assistance Program Our Employee Assistance Program provides confidential and professional assessment and referral assistance for employees and eligible dependents in the household who are experiencing personal problems that may be affecting work performance, job satisfaction, or overall quality of life. Health Insurance In order to qualify for health insurance benefits (medical, prescription, dental and vision insurance), part-time employees must be scheduled for four (4) full work days plus two (2) hours each week. Health Insurance benefits elected become effective the first day of the month following the date of hire if the employee has completed online enrollment prior to that date. New employees must enroll within thirty (30) calendar days of hire. Plans offered include: Medical, Prescription, Dental and Vision insurance. Flexible Spending Accounts Opportunity to set aside pre-tax dollars, through payroll deduction, for eligible unreimbursed medical care expenses and/or dependent care costs. Life Insurance In order to qualify for life insurance benefits, part-time employees must be scheduled for four (4) full work days plus two (2) hours each week. Employees may elect basic term life insurance for themselves equal to one time the employee's annual salary, rounded to the next higher $1,000. Employees contribute a portion of the premium through monthly payroll deductions. The County also offers an Additional/Employee paid Life Insurance plan with coverage up to $100,000. Retirement Employees are required to participate in the Baltimore County Employees' Retirement System, with very limited exceptions. Paid Leave Sick Leave - Monthly sick leave earnings prorated based on the number of hours worked per week. No maximum on accrual. Accrued balance can be applied toward service credit at retirement. Vacation Leave - Monthly vacation leave earnings prorated based on the number of hours worked per week. Earnings increase after five, ten and fifteen years of service generally. Holidays - Part-time 30 to 39 hour non-merit or non-classified employees will generally be paid for ten holidays per calendar year. Other part-time, non-merit or non-classified employees working 29 hours per week or less will receive two paid holidays per calendar year. These holidays are the Christmas holiday and the Independence Day holiday. Bereavement Leave Jury Leave Military Leave Baltimore County Employees Federal Credit Union Membership in Baltimore County Employees Federal Credit Union offers a full range of savings programs, loans, checking, direct deposit, payroll deduction, savings bonds, and other financial services. Direct Deposit Payroll through direct deposit to the financial institution selected by employee is required. Deferred Compensation Nationwide Retirement Solutions offers a 457 retirement plan allowing for payroll contributions of tax deferred dollars to investment options of your choice. Disclaimer This is only a summary of benefits and policies in Baltimore County. Any benefit or policy may be changed at any time at the discretion of the administration. This summary does not constitute an express or implied contract, nor does it constitute a guarantee that your employment relationship will continue for any specified period of time or end only under certain conditions.