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GRADE

STD0019

LOCATION OF POSITION

CARROLL COUNTY DEPARTMENT OF SOCIAL SERVICES
LGA UNIT
1232 TECH COURT
WESTMINISTER, MD 21157

Main Purpose of Job

The purpose of the CNSII technician is to support the IT infrastructure and user community for Carroll County DSS and the Maryland Department of Human Services by performing essential tasks such as running network cabling, providing technical documentation, managing the inventory of IT assets, management and configuration of local IT solutions, configuration of user devices, providing reports/data to leadership/stakeholders on demand or by schedule, deployment of applications, and assisting users with technical issues related to software, hardware, printers, and network connectivity. This role ensures the smooth operation of IT systems and services, contributing to the efficiency and productivity of the organization. Other values this position bring to DHS is they will monitor IT systems and networks, perform software installation and configuration, repair printers, distribute and track user IT devices, configure user IT devices, assist staff with questions related to areas in IT, and participate in projects approved by the Director or Assistant Directors of the agency or CIO, Deputy CIO, or DHS leadership by executing various tasks.

POSITION DUTIES
Core Duties

• Provides customer service to internal and external customers. Log incidents/service requests assign and track until resolution.


• Completes projects as assigned.


• Completes users requests per Helpdesk system, monitor IT systems and networks for potential issues, configures and manages IT solutions hosted at jurisdictional level.


• Manages IT assets/disposals, ensure compliance with all IT policies.

User Support

• Aids users experiencing technical issues from hardware, software to network and connectivity issues, diagnose and resolve technical problems, perform related tasks to user accounts including but not limited to password reset, group memberships and folder assignments.


• Assists users with installation and configuration of software & applications. Provide basic training to users. Preform preventative maintenance on equipment.


• Ensures all VOIP phones are functional and in compliance.

Customer Service

• Works with other departments, agencies, vendors and contractors to determine requirements to all local systems.


• Ensures customer satisfaction with products and services, promote and support use of technology that enables productivity, responds to customers inquires in a timely and courteous manner, builds and maintains positive relationships, oversee inter-office mail delivery and agency outgoing mail operations.

Self Development

• Keeps up to date on technology, participates in opportunities for self improvement, attends conferences, seminars and workshops. Complete assigned trainings.


• Receive required certifications as required.

MINIMUM QUALIFICATIONS

Applicants must meet all minimum (and selective) qualifications to be considered, and to appear on the list of people eligible for hire. Please read all requirements before applying.

Experience: Two years and six months of experience, one year of experience planning, integrating and maintaining software and hardware for local or wide area computer networks and an additional eighteen months of experience converting data from project specifications by preparing program code using generally accepted computer programming languages or other developmental tools; planning, installing and maintaining data communications network lines and devices; or evaluating, implementing and maintaining computer hardware and software.

Notes:

• 1. Candidates may substitute graduation from an accredited high school or possession of a high school equivalency certificate and fifteen credit hours from an accredited college or university in systems analysis and applications programming using generally accepted computer programming languages or other developmental tools for the additional eighteen months of the required experience.


• 2. Candidates may substitute graduation from an accredited high school or possession of a high school equivalency certificate and completion of a certification program in Network Administration, such as Certified Novell Administrator (CNA), Microsoft Certified Product Specialist NT 4.0 Administrator or equivalent certification program for the additional eighteen months of the required experience.


• 3. Candidates may substitute experience in one of the following areas on a year-for-year basis for graduation from an accredited a high school or possession of a high school equivalency certificate: operating computer systems, scheduling, controlling input and output or maintaining backups or data storage, processing data on computer systems, evaluating, implementing and maintaining computer hardware and software or converting data from project specifications by developing programs using generally accepted computer programming languages or other developmental tools.


• 4. Candidates may substitute the possession of a Bachelor's degree in computer information technology, management information systems, or other information technology related field, including course work in local or wide area computer networks, from an accredited college or university and one year of experience planning, integrating and maintaining software and hardware for local or wide area computer networks for the required experience.


• 5. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer in Network Analyst classifications or Network Integration and Management specialty codes in the Information Technology field of work on a year-for-year basis for the required experience.

DESIRED OR PREFERRED QUALIFICATIONS

Preference will be given to applicants who possess the following preferred qualification(s). Include clear and specific information on your application regarding your qualifications.

• One year of experience with Active Directory.


• One year of experience with VOIP (voice over Internet Protocol) technology.


• One year of experience in Help Desk Tickets preferable in both virtual and in person settings.

LICENSES, REGISTRATIONS AND CERTIFICATIONS

NOT APPLICABLE.

SELECTION PROCESS

Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the eligible (employment) list for at least one year. If you are in State service and are a promotional candidate, your salary will be determined in accordance with the State of Maryland Guidelines.

EXAMINATION PROCESS

The examination will consist of a rating of your education, training, and experience as presented on your application and as they relate to the requirements of the position. You may be asked to complete a supplemental questionnaire. The supplemental questionnaire may be used as part of the rating process. Therefore, it is important that you provide complete and accurate information on your application.

For education obtained outside the U.S., a copy of the equivalent American education as determined by a foreign credential evaluation service is required prior to hire.

BARGAINING UNIT STATUS
STATE OF MARYLAND BENEFITS

As an equal opportunity employer Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State's diversity. People with disabilities and bilingual applicants are encouraged to apply.

We thank our Veterans for their service to our country and encourage them to apply.