Tier 1 Helpdesk Support (IT Functional Analyst II)

Introduction

\r\n\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\n

GRADE

18\r\n\r\n

LOCATION OF POSITION

DGS Business Enterprise Administration\r\n\r\n301 W. Preston Street\r\nBaltimore, MD 21201\r\n

Main Purpose of Job

The IT Functional Analyst II, provides frontline technical support and centralized application assistance for DGS enterprise systems, including Maryland’s eMaryland Marketplace Advantage (eMMA) procurement platform and related business applications. This position delivers Tier 1 IT support services by troubleshooting user issues, resolving incidents, managing service requests, and ensuring timely escalation and resolution in coordination with technical teams and stakeholders.\r\n

POSITION DUTIES

Duties to include but not limited to:\r\n�\r\n● Serves as a primary technical support\r\nresource and centralized point of contact for enterprise application and\r\nplatform support, delivering responsive customer service to internal government\r\nagencies and external stakeholders.\r\n\r\n●\r\nProvides Tier 1 helpdesk support by diagnosing technical issues, performing\r\nremote troubleshooting, resolving user incidents, and escalating complex\r\nmatters to Tier 2 support and program leadership when necessary.\r\n\r\n●\r\nGuides users through issue resolution processes, account access support, and\r\nplatform functionality while promoting self-service resources and adherence to\r\nestablished operational procedures and best practices.\r\n\r\n●\r\nManages and maintains detailed service records, incident documentation,\r\ncustomer communications, and resolution tracking within enterprise helpdesk\r\nticketing systems to support accountability and operational transparency.\r\n\r\n● Collaborates with cross-functional technical and business teams to\r\nidentify process improvements, communicate customer feedback, and enhance\r\nsystem performance, user experience, and service delivery standards.\r\n\r\n● Supports system administration activities, including\r\ntroubleshooting remedies, assisting with bug resolution, configuration support,\r\nand maintaining continuity of operations for mission-critical applications.\r\n\r\n● Assists with procurement-related requirements\r\ngathering, business process documentation, and stakeholder coordination to\r\nsupport evolving operational and system needs.\r\n\r\n● Participates in implementation testing, system\r\nconfiguration validation, and change management activities while maintaining\r\ntechnical proficiency through ongoing vendor training and platform expertise\r\ndevelopment.\r\n\r\n● Develops and maintains technical documentation,\r\nconfiguration records, audit materials, disaster recovery resources, and\r\nsupplemental training materials to ensure continuity of service and operational\r\ncompliance.\r\n

MINIMUM QUALIFICATIONS

Experience: Two years of experience providing problem analysis and ongoing user support, coordinating system development and implementation, and training users on the functionality of applications for agency or statewide systems housed on mainframe computers or large client server platforms. \r\nNotes: \r\n1. Candidates may substitute the possession of an Bachelor’s degree from an accredited college or university in Accounting, Finance, Business Administration, Public Administration, Human Resources Management, Information Technology or other related field with specific coursework in the structure and use of automated information systems and one year of experience providing problem analysis and ongoing user support, coordinating system development and implementation, and training users on the functionality of applications for agency or statewide systems housed on mainframe or large client server platforms for the required experience. \r\n2. Candidates may substitute the possession of an Associate’s degree from an accredited college or university in Accounting, Finance, Business Administration, Public Administration, Human Resources Management, Information Technology or other related field with specific coursework in the structure and use of automated information systems and one year and six months of experience providing problem analysis and ongoing user support, coordinating system development and implementation, and training users on the functionality of applications for agency or statewide systems housed on mainframe or large client server platforms for the required experience. \r\n3. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer in the Cyber and Information Systems classifications or Cyber and Information 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

Strong preference will be given to applicants who possess the\r\nfollowing preferred qualification(s). Include clear and specific\r\ninformation on your application regarding all qualifications.\r\n�\r\n● Two (2) or more years of experience within the\r\nlast five (5) years providing IT helpdesk or technical support services,\r\nincluding troubleshooting hardware, software, and application issues in an\r\nenterprise environment.\r\n\r\n● Two (2) years of experience working on a\r\ncustomer support helpdesk, with a focus on incident management and user\r\nsupport.\r\n\r\n● Two (2) years of experience supporting an IT\r\nservice desk, including ticket triage, escalation, and resolution using standard\r\nITIL practices. \r\n\r\n● Proficiency in using CRM or ITSM tools (e.g.,\r\nServiceNow, FreshDesk, Jira, Confluence or similar) for tracking and managing\r\nsupport requests. \r\n\r\n● Working knowledge of enterprise systems such as\r\nIvalua, or similar financial/ERP systems, including user support and basic\r\ntroubleshooting.\r\n\r\n● Proficiency in Google Workspace and Microsoft Office\r\nproducts and applications.\r\n

SELECTION PROCESS

It is important that you\r\nprovide complete and accurate information on your application. �Please include all experience and education\r\nthat is related to this position.� All information concerning your\r\nqualifications must be submitted by the closing date; information\r\nsubmitted after the closing date will not be considered.� Credit is given for relevant part-time,\r\ntemporary or volunteer experience based on the number of hours worked per week; you\r\nmust include the time spent on such activities on your application.\r\nNote that for any position requiring a college degree\r\nor college credit, you will be required to submit a college transcript prior to\r\nbeing offered a position.� You may submit\r\nyour transcript as part of the application process.\r\nThe examination for\r\nthis position will consist of a rating of your education, training and\r\nexperience related to the requirements of the position.��Successful\r\ncandidates will be placed on the employment eligibility list categorized as\r\nBEST QUALIFIED, BETTER QUALIFIED, or QUALIFIED.� The eligibility list will\r\nbe valid for one year and may be extended.� The list will be used by the\r\nhiring authority to select employees for interviews.� Eligible lists may be used to fill future vacancies\r\nof the same classification.\r\nPlease note, selected candidates may be required to\r\ncomplete and successfully pass a State and Federal fingerprint background check\r\nprior to being hired.\r\nYou must be legally authorized under the United\r\nStates Immigration Reform and Control Act to be hired in the position for which\r\nyou apply\r\n

BENEFITS

The State of Maryland offers a generous\r\nbenefits package that includes:\r\n- Tuition reimbursement for those who qualify\r\n- Flexible work schedules and telework\r\nopportunities for many positions\r\n- Free mass transit in Baltimore &\r\nAnnapolis\r\n- Generous paid leave that increases with\r\nyears of service\r\n- Paid holidays\r\n- Health coverage with low out-of-pocket costs\r\n- Employee & employer contributory pension\r\nplan� \r\n�\r\nClick on the link below for more information.\r\nSTATE OF MARYLAND BENEFITS\r\n

FURTHER INSTRUCTIONS

Contact\r\ntiara.massey1@maryland.gov or call 410-767-4987\r\nwith questions about this recruitment.� The online application process is STRONGLY preferred. Apply\r\nonline at dgs.maryland.gov – Human\r\nResources & Employment and Current Openings. If\r\nyou are unable to submit your application online, please send your paper\r\napplication to: Human Resources, Dept. of General Services, 301 W. Preston St.,\r\nSuite 1311, Baltimore, MD� 21201 by the\r\nclosing date and time. TTY�Users:\r\ncall via Maryland Relay\r\n�\r\nAs an equal opportunity employer, Maryland is committed to\r\nrecruiting, retaining, and promoting employees who are reflective of the\r\nState’s diversity. People with disabilities and bilingual candidates are\r\nencouraged to apply. We thank our Veterans for their service to our country.� \r\n