CAD Support Specialist III - Non-Merit

Regular Schedule: 34 hours per week

A Non-Merit vacancy exists in the Office of Information and Technology/911 Operations Support.

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 allpromotionsand 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 transcripts(s) or license(s) to your application.

Failure to submit proof ofLicenses, Certifications and Education will result in your application not being considered. Proof of licenses, certifications, and/or education must be submitted with each application.

Examples of Duties

Baltimore County is seeking a CAD Support Specialist III to primarily maintain all IT systems utilized by the Baltimore County Public Safety Answering Point. Primarily Motorola P1 CAD system, 911 telephony and VOIP systems and all ancillary technology systems. As a member of the 911 Operations team for Baltimore County Office of Information Technology, this position will provide quality support in a professional, thoughtful, and intelligent manner. Works within a highly motivated, fast paced team environment and collaborates with project teams, the Network Operations Center, Endpoint, Infrastructure, Server and Delivery Engineering Teams utilizing collaboration tools and Cherwell ticketing system. Must have a good understanding of endpoint and systems management, networking principles, basic information security, analog and digital telephony, general application and user support in a critical Public Safety environment. Provides thorough and friendly customer service and can relay technical information in layman's terms. Maintains concise, accurate and timely notes within the Cherwell ticketing system.

Essential Job Duties

• Assists 911 Call Center staff and leadership in providing fast, reliable, and consistent support to constituents of Baltimore County in conjunction with Police, Fire, and EMS services.

• Provides direct support of 911 systems including primary and backup 911 phone systems, integrations with Public Safety Radio systems, CAD systems and other 911 specific applications and systems.

• Troubleshoots and resolves: When assigned an incident, take ownership of the issue by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible utilizing remote tools when appropriate.

• Escalates incidents to other support teams where necessary.

• Participates in a rotating 24x7 on call schedule.

• Maintains excellent level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.

• Maintains excellent verbal and written communication skills with the ability to communicate effectively with both technical and non-technical colleagues/customers at all levels of local government.

• Relays customers' needs to management and/or customer relationship managers.

• Consistently performs as a highly motivated team player with the skills and ability to manage changing priorities.

• Accurately records, updates and documents service responses using the IT ticketing system.

• Participates in internal training as necessary to keep up to date with the latest technology and internal system processes.

• Identifies recurring issues and escalates as needed.

• Works on projects under the direction of a project manager.

• Creates and updates documentation describing configurations, processes, etc.

Qualifications

Required Qualifications

Graduation from an accredited college or university with an BA/BS degree in Information Technology, Computer Science, Computer Engineering or related field.

Work experience may be substituted for education.

Plus

Four years' of experience with Microsoft products and technologies (preferably in an Enterprise environment), network troubleshooting. Experience interfacing with customers and translating their requirements into solutions. Work well in a team environment.

Knowledge, Skills, and Abilities

Must have at least (4) years of experience in a multi-platform/vendor networking environment, including extensive hands-on experience with products such as: Microsoft Windows 10, Microsoft Office Suite, and ticketing systems.

Experience in supporting enterprise applications and systems with a preference for experience with supporting mission critical systems in a public safety or environment of similar criticality.

Preferred candidate will have a good understanding of the following systems and services:

• VSphere VM environment and virtual server administration and maintenance

• Motorola Premier One Suite

• Windows Server 2016 or higher

• Windows 10 or higher

• Network principles

• Active Directory and Group Policies

• VoIP enterprise call center solutions

• LAN/WAN technology

• Firewalls and systems security

Examples of Other Duties

Performs 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 of 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.)

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: CAD Support Specialist II

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 resume. Applicants must state the dates and duties of past and present experience clearly and completely for evaluation purposes.

Conditions of Employment

Employees hired after July 1, 2022 are required to participate in the Baltimore County Employees' Retirement System, with very limited exceptions.

Applicant must be of good moral character and emotionally stable.

This position works an average scheduled workweek of 34 hours, Monday through Friday. May occasionally require additional hours, which may include weekends, evenings and holidays. 24 x 7 on call required for production problems.

Physical and Environmental Conditions

Occasionally lift 50 pounds, sit, walk or stand for extended periods of time.

Must have own vehicle and a class C driver's license.

Applicant is responsible for maintaining current technical competence through self-study, attending employer-provided training, and attending meetings that provide updated information about the current computing environment.

Applicant will be required to join an on-call rotation to provide after-hours computer technical support to end users and on-call rotation for Public Safety Answering Point (PSAP) support.

Employment Background Investigation

Applicants selected for employment with Baltimore County must successfully complete an employment background investigation, including, but not limited to a criminal background, education and fingerprint checks.

Applicants may be required to complete an expanded background investigation, polygraph examination, and psychological examination.