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City of Baltimore · 6 days ago

End User Support Specialist II - BCIT

Baltimore, MD

Full-time

Onsite

Entry, Mid Level

$75K/yr - $120K/yr

2+ years exp

The City of Baltimore is seeking an End User Support Specialist II to provide oversight for the customer support process, including customer communication, incident management, and request fulfillment. This role involves collaborating with technical teams to ensure a high level of IT customer service and support for users' technology needs.

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Responsibilities

Provide oversight for the customer support process such as customer communication, incident management, and request fulfillment

Work with other technical teams to develop and complete requests and to ensure a high level of IT customer service

Qualification

ITIL 4A+ CertificationNetwork+ CertificationTechnical SupportTechnology TransitionProblem SolvingIndependent Work

Required

Have an associate degree

Have two (2) years of related technical experience

Have an equivalent combination of education and experience. Technical credentials may be substituted for six months of experience or education. Multiple certifications may receive additional credit towards education/experience

ITIL 4 / A+ / Network + certifications a plus

Working knowledge of the principles, concepts and methodology at a proficient level in area(s) of assignment which has been gained by job experience or relevant advanced education

The ability to work independently with the exception of the most complex assignments

Work is primarily focused on the modification, development or maintenance of existing technology

Ability to resolve problems requiring analysis and the discernment of the most suitable solution(s)/processes(s) available

Ability to apply and enhance knowledge and skill to both usual and unusual issues

Needs minimal guidance in addressing unusual situations

Ability to perceive actions needed in relation to obtaining goals

Understands and can discuss the application and implications of changes to processes, policies, and procedures in the assigned area of responsibility

Successfully completes diverse tasks of the job

Applies new technology (as applicable): Learns to operate and maintain new technology; assists in transitions

Skilled in formulating routines and standards of practice to complete assigned tasks