State of Maryland · 9 hours ago
COMPUTER INFORMATION SERVICES SPECIALIST I Technical Support Analyst
Maryland, United States
Full-time
Onsite
Entry Level
1+ years expThe State of Maryland's Office of the Public Defender is seeking a Computer Information Services Specialist I to provide technology support to agency staff. This role involves troubleshooting, problem resolution, and participation in technology projects while ensuring excellent customer service.
Government Administration
Responsibilities
The Computer Information Services Specialist I provides telephone, email, and in-person/on-site technology support to Office of the Public Defender (OPD) staff members
The Computer Information Services Specialist I provides excellent customer service when responding to agency staff support requests and inquiries to perform troubleshooting and problem resolution on computers, agency-managed mobile devices, printers and other peripheral devices
This position participates in the execution of technology projects and initiatives
The Computer Information Services Specialist I contributes to the achievement of service desk goals and objectives
This position may travel to various agency sites to perform on-site work requests and/or deploy new technology devices
The incumbent within this position must possess the technical expertise, and knowledge of technology used by OPD agency staff along with the steps for troubleshooting and resolving commonly reported technology issues
Must be able to assist OPD staff in the use of newly deployed technology solutions
Must be proactive in communicating and escalating high-visibility events to the Technology Support Operations Manager, as well as to other IT Department management as appropriate
Essential job functions the incumbent within this position will complete includes performing troubleshooting and problem resolution on computers, mobile devices, printers, network devices and other peripheral devices
The incumbent will install software on devices, serve as the point of escalation for technology incidents and requests requiring in-person support, log all support request activities into the support tracking system, and escalate support tickets requiring advanced support while complying with departmental standards for responsiveness, escalation and problem resolution
The incumbent will also participate in the execution of technology infrastructure projects and initiatives as assigned and proactively communicate the status of various IT related matters, announcements, and alerts to the IT management team as needed
Qualification
Required
Graduation from an accredited high school or possession of a high school equivalency certificate
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
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
Preferred
One 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 environment utilizing incident management best practices and systems
Strong working knowledge and experience installing, configuring and troubleshooting Windows desktops/laptops, Microsoft Office, 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.)
Benefits
STATE OF MARYLAND BENEFITS
Company
State of Maryland
Maryland is on the path to becoming the best state in the nation.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Michael Piercy
Senior Advisor for Program Innovation to the Chief Technology Officer State of Maryland, MDTHINK
Michele Thomas
Chief Technology Officer, State of Maryland
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