Internal IT Helpdesk (IT TECHNICAL SUPPORT SPECIALIST I)

Introduction

\r\nThe Maryland Department of General Services (DGS)\r\nsupports State and local government agencies, as well as local non-profit\r\norganizations and the citizens of Maryland, by providing facilities management,\r\nreal estate and surplus property services, as well as security and law\r\nenforcement for State buildings. DGS is also responsible for a full spectrum of\r\nfacilities, engineering, design and construction services, almost $1 billion in\r\nannual contract administration, and overseeing the State procurement process.\r\nHere at DGS, we truly Do Great Service… Consider joining our team!\r\n\r\n\r\n\r\nThis recruitment is limited to candidates willing to accept employment on a contractual basis..\r\n\r\n�\r\n\r\n\r\n

GRADE

STD 0018\r\n

LOCATION OF POSITION

\r\nBusiness Enterprise Administration\r\n301 W Preston Street�\r\nBaltimore, MD 21201\r\n\r\n\r\n

Main Purpose of Job

\r\nThis position supports the DGS Business Enterprise Administration (BEA), Office of Information Technology (OIT) as a technical helpdesk resource and\r\ncentral point of contact. The role provides\r\nfront-line technical assistance for general IT support under the direction of\r\nthe Technology Manager. The primary responsibility of this position is to\r\ndeliver Tier 1 technical support, including troubleshooting user issues,\r\nresolving incidents, and fulfilling service requests related to general IT and\r\nDGS applications. This role works closely with the OIT helpdesk team, application\r\ntechnical team, and other stakeholders to escalate issues as needed and ensure\r\ntimely resolution.\r\n\r\n\r\nThe position also supports system maintenance activities, including\r\ndocumenting issues, tracking tickets, and assisting with change requests and updates\r\nthrough established maintenance and change control processes.\r\nThis role focuses on technical troubleshooting, user support, and system\r\nadministration tasks, including account access, configuration support, and\r\nissue triage. It provides assistance to both internal users (State, Local, and\r\nMunicipal employees) and external users (vendor community), ensuring a high\r\nlevel of customer service and adherence to IT support best practices. Additionally, this position monitors incoming requests, incidents, and\r\nsystem-related inquiries to identify trends, improve system performance, and\r\nenhance the overall user experience.�\r\n\r\n\r\nThe role may also support basic system\r\nadministration functions and serve as a backup for delegated system management\r\nresponsibilities, ensuring continuity of operations across the application\r\nenvironment.\r\n\r\n\r\n

POSITION DUTIES

\r\nGeneral IT Helpdesk support services including:\r\n\r\n\r\n- Serve\r\nas the initial point of contact for IT-related questions, incidents, and\r\nservice requests.\r\n-\r\nDiagnose and resolve common hardware, software, connectivity, account, and\r\napplication issues.\r\n\r\n-\r\nAssist with password resets, account access, permissions, MFA, and basic\r\nonboarding/offboarding requests.\r\n\r\n-\r\nProvide accurate information on department policies, procedures, and best\r\npractices.\r\n\r\n-\r\nProvide basic support for desktops, laptops, monitors, printers, mobile\r\ndevices, and other end-user equipment.\r\n\r\n-\r\nAssist users with installation, configuration, updates, and basic\r\ntroubleshooting of approved applications.\r\n\r\n- Log,\r\ncategorize, prioritize, update, and close incidents and service requests in the\r\nITSM system.\r\n\r\n-\r\nEscalate issues that cannot be resolved from Tier 1 to Tier 2, Do IT,\r\napplication teams, vendors, or other appropriate support groups.\r\n\r\n-\r\nSupport equipment setup, account access, application access, and basic\r\ntechnology needs for new and departing employees.\r\n\r\n- Use\r\nand contribute to knowledge articles, FAQs, troubleshooting guides, and\r\nstandard operating procedures.\r\n\r\n- Keep\r\nusers informed about ticket status, troubleshooting steps, expected resolution,\r\nand escalations.\r\n\r\n-\r\nProvide on-site and remote assistance and troubleshooting using approved tools.\r\n\r\n-\r\nAssist with tracking and maintaining information about assigned IT equipment.\r\n\r\n-\r\nFollow State security procedures and identify and escalate potential security\r\nincidents, phishing attempts, or suspicious activity.\r\n\r\n-\r\nIdentify recurring issues and trends and report them to the appropriate IT\r\nsupport or management team.\r\n\r\n\r\n\r\n\r\n\r\n

MINIMUM QUALIFICATIONS

Experience:�One year of experience maintaining and modifying operating�systems for multipurpose, multi-tasking computers.\r\nNotes:\r\n1. Candidates may substitute thirty credit hours from an accredited college or university in Computer Information Technology, Computer Science, Management Information Systems or other information technology related field to include course work in machine or assembler computer languages, and operating system and data communication technology for multipurpose, multi-tasking computers�for the required experience.\r\n2. Candidates may substitute experience operating multipurpose, multi-tasking computer systems; or scheduling, controlling input and output or maintaining a tape library to process data on multipurpose, multi-tasking computer systems; or converting data from project specifications by developing program code using third generation computer programming languages; or designing, developing and maintaining communications networks on a year-for-year basis�for a�high school education.\r\n3. Candidates may substitute the possession of a Bachelor's degree from an accredited college or university in Computer Information Technology, Computer Science, Management Information Systems or other information technology related field to include course work in machine or assembler computer languages, and operating system and data communication technology for multipurpose, multi-tasking computers for the required experience.\r\n4. Candidates may substitute U.S. Armed Forces military�service experience as a commissioned officer in the�Computer Systems Operations classifications or Computer Systems Operations specialty codes in the Information Technology field of work on a year-for-year basis for the�required experience.\r\n

DESIRED OR PREFERRED QUALIFICATIONS

Preference will be given to applicants who possess the\r\nfollowing preferred qualification(s). Include clear and specific\r\ninformation on your application regarding your qualifications.\r\n\r\n1. Experience installing,\r\ntesting, debugging, and maintaining operating system software or data\r\ncommunication software.\r\n2. Familiarity with\r\nmonitoring computer system performance and utilization, along with developing\r\nplans for modifying and upgrading operating systems.��\r\n3. Experience in managing IT\r\ninventory systems by tracking hardware and software assets while ensuring\r\naccurate equipment records are maintained.\r\n\r\n\r\n

LIMITATIONS ON SELECTION

This recruitment is limited to candidates willing to accept employment on\r\na contractual basis.\r\n

SPECIAL REQUIREMENTS

Employees in this classification may be subject to call-in 24 hours a day and,�therefore, may be required to provide the employing agency with a telephone number where the employee can be reached.�� \r\n

SELECTION PROCESS

It is important that you provide complete and accurate\r\ninformation on your application.� Please include all experience and\r\neducation that is related to this position.� All information concerning\r\nyour qualifications must be submitted by the closing date; information\r\nsubmitted after the closing date will not be considered.� Credit is given\r\nfor relevant part-time, temporary, or volunteer experience based on the number\r\nof hours worked per week; you must include the time spent on such activities on\r\nyour application.\r\n�\r\nNote that for any position requiring a college degree or college credit,\r\nyou will be required to submit a college transcript prior to being offered a\r\nposition.� You may submit your transcript as part of the application\r\nprocess.\r\n�\r\nPlease note that selected candidates may be required to complete and\r\nsuccessfully pass a State and Federal fingerprint background check prior to\r\nbeing hired.\r\n�\r\nYou must be legally authorized under the United States\r\nImmigration Reform and Control Act to be hired in the position for which you\r\napply.\r\n

BENEFITS

\r\nContractual employees who work for an agency covered under the State Employee and Retiree Health and Welfare Benefits Program, have a current employment contract and work 30 or more hours a week (or on average 130 hours per month) may be eligible for subsidized health benefits coverage for themselves and their dependents. As a contractual employee, you will be responsible for paying 25% of the premiums for your medical and prescription coverage, including any eligible dependents you have enrolled. The State of Maryland will subsidize the remaining 75% of the cost for these benefits. You can also elect to enroll in dental coverage, accidental death and dismemberment insurance, and life insurance, but you will be responsible for paying the full premium for these benefits.\r\n\r\n\r\nLeave may be granted to a contractual employee who has worked 120 days in a 12-month period. This leave accrues at a rate of one hour for every 30 hours worked, not to exceed 40 hours per calendar year.\r\n\r\n\r\n

FURTHER INSTRUCTIONS

Interested applicants should email a resume and cover\r\nletter to dgs.resumes@maryland.gov,\r\nincluding “Internal IT Helpdesk” in the subject line.\r\n�\r\nFor questions, call our HR Office at 410-767-4985.\r\nFor more information about DGS, please visit: https://dgs.maryland.gov/.\r\n�\r\nDGS is an Equal Opportunity Employer\r\n