DoIT End User Support Spec Supervisor - Baltimore, United States - State of Maryland

State of Maryland Baltimore, United States

3 weeks ago

Description

Introduction

The Department of Information Technology (DoIT)
leads the State in the creation and implementation of information technology
solutions that improve IT infrastructure and government services and keep
Maryland current within IT industry trends.

GRADE
STD 0019

LOCATION OF POSITION
Dept. of Information Technology
301 W. Preston St.
Baltimore, MD 21201

Main Purpose of Job

The End User Support Specialist Supervisor (EUSSS) is responsible for supervising DoIT End User Support Specialists and DoIT End User Support Specialist Ld/Adv team members who support one or more State agencies with all of their end user technology needs.

This includes, but is not limited to, maintenance and management of desktop computers, laptops, tablets, mobile devices, printers, and related hardware and software which is specific to each agency's needs.

This position will provide direct supervision of staff in providing technical guidance and advice in the areas of user support, hardware and software installation, production control, and other customer facing IT support function.

This position is responsible for supporting all Windows based operating systems including current as well as legacy versions.

This position is responsible for supporting standard productivity software as determined by DoIT and the agencies DoIT supports including but not limited to Microsoft Office, G Suite, and Adobe.

While Google Chrome is the State's preferred web browser, familiarity with other browsers is expected.

This position is also expected to support video conference tools such as Zoom, WebEx, Cisco Jabber, GoToMeeting, and Google Meet.

This position requires exceptional written and verbal communication skills as well as customer service and interpersonal skills.

POSITION DUTIES
Supervise technical staff

Supervise and train lower level DoIT End User Support
Specialists. Oversees work of direct reports, and/or take corrective action in the
performance of the employee's duties, approve timesheets, complete employee
performance evaluations and other related supervisory duties.

IT Hardware & Software
Support

Ensure
direct reports are performing assigned end user IT hardware & software
duties for their assigned agencies and at times may assist in performing these
same duties.
Troubleshoot and resolve complex IT issues with
desktop/laptop/tablet/mobile device hardware, software, network connectivity,
and other factors affecting systems operations and performance that become
escalated or are hard to figure out.
Ensure desktop computers interconnect with diverse systems including
associated validation systems, file servers, email servers, computer
conferencing systems, application servers and administrative systems.
Ensure
upgrades/service packs are installed on schedule.

Customer Service/Tickets

Customer
service is a critical function of this role and as such, manage assigned tickets to direct reports so as to meet
established SLO/SLA's and meet/exceed customer expectations.
Ensure direct reports
are using the ServiceNow system to create, update and resolve completed tickets
for every user interaction.

Technical Guidance and IT
Collaboration

Collaborate and consult with End User Support team members,
peers, and other DoIT support groups on solving technical issues, research and
investigate solutions and workarounds by partnering with DoIT technical teams
and peers.

Manage Technical Projects

Manage technical projects and
ensure staff provide timely updates on project status. Ensures appropriate
level of documentation for project related work is maintained by direct
reports. Report project related issues, milestones, and completion of
deliverables to Technology Platform managers and peers.

IT Asset & Inventory
Support

Ensure direct reports are
completing DoIT's physical inventory for the site(s) as assigned. Manage the
completion and capture of physical inventory for DoIT supported sites and
support the process for capturing moves, adds, and changes to reconcile with
the asset database and ensure inventory is maintained accurately in accordance
with DoIT asset policies.

MINIMUM QUALIFICATIONS

Education:
Graduation from an

accredited high school or possession of a high school equivalency certificate.

Experience:
Five years of experience

providing client-side computer hardware and software assistance to supported
end users. This includes providing
technical guidance to users and diagnosing and resolving issues, coordinating
configurations and installations, installing system software and hardware and
general troubleshooting of PC hardware and software.

Notes:

A Vocational Certificate, a Microsoft

Certified Product Specialist certification, or an equivalent
certification and one additional year of experience providing client-side
computer hardware and software assistance for supported end users may be
substituted for the required education.

Candidates may substitute U.S. Armed Forces military service experience as

a commissioned officer in Computer User classifications Management specialty
codes in the Information Technology field of work on a year-for-year basis for
the required experience and education.

DESIRED OR PREFERRED QUALIFICATIONS
Preference will be given to

candidates who have the following skillsets or experience:
Must currently be in a DoIT End User Support Specialist Lead role, leading
lower level End User Support Specialists.

Experience troubleshooting& resolving complex IT related issues, i.e. connectivity,
compatibility and interoperability.
Experience performing supervisory duties in an
IT field.

LIMITATIONS ON SELECTION

This recruitment is limited to current MD Dept. of Information

Technology employees in a DoIT End User Support Specialist Ld/Adv. Role.

LICENSES, REGISTRATIONS AND CERTIFICATIONS

Employees in this classification may be assigned duties which
require the operation of a motor vehicle.
Employees assigned such duties will be required to possess a motor
vehicle operator's license in the State of Maryland.

SPECIAL REQUIREMENTS

Applicants for this classification may handle sensitive data. This will require a full scope background investigation prior to appointment. A criminal conviction may be grounds for rejection of the applicant.
Employees may occasionally be required to

travel to field locations and must have access to an automobile in the event a
state vehicle cannot be provided. Standard mileage allowance will be paid for
use of a privately owned vehicle.

SELECTION PROCESS

Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment.

All information concerning your qualifications must be submitted by the closing date.
We will not consider information submitted after this date.

Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on theeligible (employment) list for at least one year.

EXAMINATION PROCESS

The assessment may consist of a rating of your education, training, and experience related to the requirements of the position.

It is important that you provide complete and accurate information on your application.
Please report all experience and education that is related to this position.

BENEFITS
STATE OF MARYLAND
BENEFITS

FURTHER INSTRUCTIONS
Online applications are highly recommended.

However, if you are unable to apply online,the paper application and supplemental questionnaire may be submitted to:
Department of Budget and Management, Recruitment andExamination Division, 301 W. Preston St., Baltimore, MD 21201.Paper application materials must be received in our officeby theclosing date for the recruitment. No postmarks will be accepted.
For questions regarding this recruitment, please contact theDBM Recruitment andExamination Division at ,MD TTY Relay Service
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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