IT Service Desk Specialist (15126, Grade 22)

Description

We are currently seeking an energetic, enthusiastic self-starter to be an IT/Telecom Support Specialist II.

The Maryland-National Capital Park and Planning Commission (M-NCPPC) is a six time National Recreational and Parks Association Gold Medal Award Winner. Behind the vast and diverse Montgomery County Department of Parks system is a career staff complement of nearly 800 employees, 424 parks, and over 37,000 acres of parkland that serves a diverse population of more than one million residents in the Washington, DC area. Go to our website to learn more: https://montgomeryparks.org/.

Reporting directly to the Systems Engineer Supervisor, the IT/Telecom Support Specialist II will serve as the primary point-of-contact for IT Help Desk support to the Montgomery County Department of Parks and Planning. Your responsibilities will include configuration and deployment of desktops/laptops/mobile devices, end user support and troubleshooting, and Microsoft application support.

Examples of Important Duties

Essential Functions

In Help Desk support, the IT Support Specialist II:

• Promptly acknowledges assigned Help Desk tickets. This employee resolves tickets and documents the solutions within the Help Desk database software and implements corrective actions to prevent recurring issues.

• Configures and deploys new desktops/laptops/tablets/printers; troubleshoots existing devices and peripherals; and installs and troubleshoots standard and specialized applications.

• Delivers exceptional end-user support with a client focused approach, engaging the user throughout the support process.

• Maintains an up-to-date knowledge base for IT procedures, troubleshooting guides, and best practices. Promotes knowledge sharing within the team.

• Facilitates the planning and execution of IT changes, minimizing user disruption. Ensures proper documentation of change-related processes.

• Develops and maintains performance metrics and reporting systems to assess IT service quality. Identifies areas for improvement and implement enhancements.

Duties may include, but are not limited to the following:

• As an IT Support Specialist II, you will be responsible for aiding in one or more functional areas such as desktop support, mobile devices, telecommunications software support, peripherals, and file server access. You must respond promptly to Help Desk tickets, document all work done, and provide thorough service to customers. Additionally, you will troubleshoot hardware and software problems, printers, PCs, and LAN connections. Your duties will also include installing software patches, fixes, and updates and scanning for viruses and malware to detect and clean infections.

• Install, configure, and test hardware/software and peripheral equipment. Perform research to resolve problems, seeking help from a more experienced Tech Team member or supervisor when necessary.

• Under supervision, conduct system analysis to determine end-user needs for new software or hardware. Develop plans for configuring, testing, and installing systems, research hardware and software capabilities, compatibility, and other characteristics.

• Participate in performing network administration tasks; under direction, add, delete, and modify objects in Active Directory; give immediate attention to common end-user problems; assist in monitoring the status of the file servers; and perform preventive maintenance.

• Under direction, place service calls to providers during outages or intermittent problems; perform troubleshooting and remedies under the direction of the WAN Administrator; receive alarms from the network monitoring system and take appropriate action to correct them.

• Keep the supervisor informed of work activities, progress, and problems. Participate in developing and recommending standards, policies, and procedures; assist in developing goals and objectives. Create project plans for migrations and implementation of new systems; prepare end user and technical documentation.

• Maintain up-to-date knowledge of hardware and software in use at the Commission. Operate computers proficiently with advanced knowledge of core software used in the Commission, including Microsoft Office 365 and specialized software.

• Effectively communicate in writing and orally, including oral presentation at meetings.

• FrequenttraveltoParksites(validdriver'slicenserequired).

• Weekend coverage rotation, as needed.

Minimum Qualifications

• Associate's Degree in Computer Science, Information Management Systems, or any related field.

• Three (3) years of experience in information technology support functions.

• An equivalent combination of education and experience may be substituted, which together when total five (5) years.

• Depending upon area of assignment, a valid driver's license in accordance with both State and Commission rules and regulations. Driver's license must be unencumbered by restrictions, revocations, suspensions, or points that could limit the employee's ability to drive Commission vehicles or perform driving duties required by the position of assignment.

• Pass Commission medical examination.

Essential Skills and Characteristics:

• Excellent analytical, logical thinking, and problem-solving skills.

• Effective communication skills, including speaking, writing, and active listening.

• Ability to communicate technical information to fellow team members and non-technical staff.

• Collaborativewithastrongworkethic,acooperativespirit,andcreative thinking.

• Adaptableandwillingtolearnnewtechnologiesandapplications.

• Musthavetheabilitytomultitask.

• Client focused.

• Ability to work independently or with a team.

Preferred Skills and Experience:

• MicrosoftWindows10/11.

• Point of sale systems.

• Microsoft Office 365.

• SCCM-ConfigurationManagerknowledge.

• Active Directory.

Supplemental Information

Classification Specification: IT/Telecom Support Specialist II - 1317

Working Conditions: Work is performed in an office setting and remote sites. Work involves walking, standing, bending, and crouching, and may carry up to 49 pounds of equipment and supplies. Work must be performed accurately and may require occasional overtime, after hours, weekend, or on call work.

May be subject to medical, drug and alcohol testing.

DIVERSITY STATEMENT:Montgomery County Department of Parks believes that diversity in all dimensions of the organization supports and bolsters the innovative thinking essential to its success. Montgomery County Parks does not make hiring decisions on the basis of race, ethnicity, national origin, gender, gender identity, sexual orientation, age, disability, religion, political affiliation, ideology, or status as a Veteran.

Applicants with Disabilities under the Americans with Disabilities Act.

If you require accommodations or special arrangements due to a qualifying disability, please notify the Recruitment & Selections Services Unit at the time of applications at or 301-454-1411 (Maryland Relay 7-1-1) M-NCPPC will make all efforts to reasonably accommodate you.

Please Note:Thesalaryrangelistedaboverepresentstheearningpotentialforthis position. Salary is commensurate with experience.

Very competitive and flexible benefits programs are available! This position is eligible for a sign-on bonus (external candidates only).

Get to know Montgomery Parks and the opportunities available: https://montgomeryparks.org/about/divisions/