NOC Tier 1 - Non-Merit

Full Job Description

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. A resume will not be considered in determining your qualifications for a position. Applicants selected for an interview may provide a resume at that time.

You can attach your 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.

Requirements

DEFINITION OF RESPONSIBILITY

Serve as Tier 1 first-line technical support for internal customers on OIT’s Service Desk.

Responsible for troubleshooting, problem solving, and technical support of all networked systems including applications, mobile devices, PC’s, laptops and, peripherals for Baltimore County government agencies and the Baltimore County public libraries.

Serve as a Champion for OIT and provide friendly, thorough and professional customer service.

• Receive inbound service requests via phone, email or portal. Creates tickets and provides first call resolution whenever possible by troubleshooting IT issues.
• Escalate tickets when necessary, qualifying the complexity of issues and assigning the ticket to the proper support areas.
• Remote into devices to resolve issues when necessary.
• Perform password resets.
• Recognize and escalate Priority 1 issues, ensuring that someone is working the issue and providing timely updates.
• Monitor Service Desk email queue.
• Monitoring the Data Center for issues and temperature extremes.
• Perform mainframe moves, adds, changes, and print jobs.
• Update Team’s Documentation/Knowledgebase.
• Stay current on updated technologies.

EXAMPLES OF OTHER DUTIES

• Destroy hard drives.
• Assist with imaging PCs, prepping mobile devices, assist other IT teams as needed.
• Other duties as assigned.

(NOTE:) The duties and responsibilities listed above are for the purpose of determining a common set of minimum qualifications for all positions in this class.

They may not include all the essential job functions of each position in the class. Each position may not be required to perform all of the essential job functions listed.

Qualifications

Education, Training, and Experience

Education: Possession High school diploma plus a minimum of (2) years of technical and troubleshooting experience (IT Service Desk/NOC).

Experience: Preference will be given to candidates who possess:

• a college degree and service experience in Service Desk/NOC environment;
• Information Technology Infrastructure Library (ITIL) foundations certification;
• Information Technology Infrastructure Library (ITIL) Service Desk Analyst certification;
• MCP certification;
• A-Plus training or certification and/or
• Network Plus training or certification.

Knowledge, Skills, and Abilities (Entry-level)

Must be familiar with Active Directory, Windows 10, SCCM, printer management, Beyond Trust (formerly Bomgar), Microsoft Office, Cherwell ITSM or similar ticketing system.

Must have excellent communication and problem-solving skills, be able to work independently with little supervision and understand basic networking principles (DNS, DHCP, and TCP/IP).

Knowledge of the principles and practices of Information Technology.

Licenses or Certificates

Computer and Networking certifications are a plus but not 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: NOC Tier 1 - Non-Merit
Office of Human Resources
Baltimore County Government
308 Allegheny Ave.
Towson, MD 21204

You can attach your 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.

Additional Information

This position works an average scheduled workweek of 39 hours.

Assigned shifts can be day or evening, with a requirement that the employee work weekend rotations, which are 12-hour shifts on both Saturday and Sunday.

This position will periodically work on holidays. Applicants who are able to work midnight to 8 a.m. will be given preference.

Employees in this position must be available for on-call rotation for production problems 24 hours a day, 7 days a week. Perform off-hours system changes and updates.

Occasionally lift 50 pounds, sit, walk or stand for extended periods of time. Travel within Baltimore County, and outside of the County for work and training.

May be required to use their own vehicle to respond to remote sites for troubleshooting and repair work.

Physical and Environmental Conditions
The work of this classification is essentially sedentary and involves the use of computers and office machinery.

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 may be required to complete an expanded background investigation.