COMPUTER INFORMATION SERVICES SPECIALIST I

13

DEPARTMENT OF HUMAN RESOURCES

OFFICE IF TECHNOLOGY AND HUMAN SERVICES

311 WEST SARATOGA STREET

BALTIMORE, MD 21201-3500

The core functions of this position are to diagnose, troubleshoot, install, configure, maintain, and support computers and printers on the Local and Wide Area Networks (LAN/WAN) for the Department of Human Resources (DHR) statewide. The incumbent in this position troubleshoots the software and hardware for local or wide area computing networks to include Microsoft Windows 7, through Windows 10 operating systems, as well as the Mainframe Systems, COTS (commercial off the shelf) software and custom built applications approved by DHR for network, workstation and mainframe use; responds to and resolves work order requests; troubleshoots and/or determines the hardware and/or software requirements needed to ensure optimal network performance; and performs password resets for the mainframe as well as all other applications such as Active Directory, Google Mail, Any Connect and other applications DHR supports. This position also utilizes the Net View mainframe application to recycle printers and PC's by performing resets of the LU's (Logical units); assists with network projects and tasks; operates and updates the Remedy call tracking system; creates a problem ticket for every called received through the ACD telephone system; monitors the Service Desk staff work orders to ensure they are correctly assigned to the appropriate unit; monitors the problem tickets every seven to ten days to ensure adequate updates to work logs and document problem resolutions; maintains all inventory in the IT storage area and documents life cycle activities to include acquisition, deployment, maintenance, return, disposal, and donation of all IT assets, including preparation for pickup by vendors; and participates in the shipping and receiving of IT related equipment.

Education: Graduation from an accredited high school or possession of a high school equivalency certificate.

Experience: One year of experience responding to and resolving help desk calls from users of computers, or operating computer equipment for the purpose of data entry, word processing, spreadsheet, graphics, data base or other applications.

Notes:

1. Additional experience responding to and resolving help desk calls from users of computers, or operating computer equipment for the purpose of data entry, word processing, spreadsheet, graphics, data base or other applications may be substituted on a year-for-year basis for the required education.

2. Nine credit hours in personal computer applications at an accredited institution may be substituted for the required experience.

3. Completion of a certification program in computer repair, such as Microsoft A+ or an equivalent program, may be substituted for the required experience.

4. 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.

The ideal candidate will possess one year or more experience in the following areas:

1. Experience with Servers, Desktop Computers, Laptops, Mobile Smart phones/Blackberry Devices, Network Switches/Hubs, Network /Desktop Printers, Data Wiring, Data Wiring Testers and Basic IT Tools.

2. Ability to install personal computer hardware and software.

3. Experience using ITSM ticketing system (REMEDY or other) for tracking user issues.

4. Strong written and oral communication skills.

5. Ability to prioritize and multi-task effectively.

6. Flexibility in a busy environment.

7. Strong time management, priority setting and problem-solving skills.

Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment.  You must meet the minimum qualifications to be considered.  For education obtained outside the U.S., you will be required to provide proof of the equivalent American education as determined by a foreign credential evaluation service.  This evaluation must be submitted with your application.  All information concerning your qualifications must be submitted by the closing date.  We will not consider information submitted after this date.  Resumes may not be submitted in lieu of completing the employment application.  Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the employment (eligible) list for at least one year.

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 asked to complete a supplemental questionnaire.  The supplemental questionnaire may be used as part of the rating process.  Therefore, it is important that you provide complete and accurate information on your application.

The incumbent in this position is a member of a covered bargaining unit and will be required to pay a bi-weekly service fee to the exclusive representative of the bargaining unit.

STATE OF MARYLAND BENEFITS

The online application process is STRONGLY preferred.  If online access is not available, you may submit a paper application and supplemental questionnaire (if applicable) by fax to 410-333-7674.  All faxed materials must include the applicant's name and the job number and must be received by the closing date.  Resumes will NOT be accepted in lieu of completing the application.

If you have any questions concerning the recruitment process for this position, please call 410-767-7414.

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.

We thank our Veterans for their service to our country, and encourage them to apply.

Bilingual applicants are encouraged to apply.