IT Technician, Grant Service Specialist III (Ncs) - Mayor's Office Of Employment Development

THIS IS A NON-CIVIL SERVICE POSITION

POSTING DATE: 06/13/2024

CLOSING DATE: 09/13/2024 AT 12:00 MIDNIGHT

SALARY: $62,550.00 Annually

EE Status: Temporary with Benefits; position is funded through November 2025.

Union: MAPS- Unrepresented

CLASS DESCRIPTION

The Microcomputer Support Analyst will provide first-call resolution for remote file servers, desktops, laptops, and network connectivity at each MOED center. The work involves researching, analyzing, diagnosing, and solving problems with MOED systems, including PC hardware and Software, servers, peripheral equipment, and networks.

ESSENTIAL FUNCTIONS

• Create and monitor daily backups on all MOED servers as designated by IS management.

• Installs PCs and related hardware, such as printers, scanners, network interface cards, etc.

• Installs and supports software packages such as Microsoft Office, Adobe Standard, Antivirus, Financial, etc.

• Provides support to end users in using all hardware and software at the site that he/she has been assigned. Hardware may include personal computers, printers, routers, Switches, Servers, scanners, cameras, and cabling. Software includes the standard applications used by MOED.

• Updates inventory control database after every hardware, software, or operating system change to workstations and servers on MOED's network.

• Ensures that all users at his/her sight can log in to the network.

• Maintains the anti-virus software on each workstation.

• Tracks all software licenses.

• Maintain printers by clearing paper jams, maintaining correct IP configuration, and training end users to perform basic maintenance tasks for upkeep of laser printers, e.g., replacement of toner and drum cartridges.

• Provides support to the 3rd Party software applications used at the designated worksite.

• Performs minor equipment repairs and make arrangements to repair PCs, printers, etc.

• Troubleshoots and resolves PC hardware/software problems in a timely manner, proficient with the Help Desk Software.

• Serves as the MIS contact person in troubleshooting networking issues.

• Maintains appropriate documentation for problems, software updates, hardware configurations, etc.

• Prepares basic instructions for computer usage, back‑up, and software packages.

• Assists with planning of computer-related procurement.

• Update network diagrams for every network infrastructure change on MOED's networks. These changes include addition, deletion, and changing IP information to hardware, including Routers, Switches, Servers, Printers, and Scanners.

• Add, Remove, and modify user accounts on MOED's network.

• Identify security-related issues such as computer viruses, worms, and spyware.

• Maintain all servers by checking server logs for errors, performance monitoring of CPU, Memory, Disk space, and Network card for resource utilization, monitoring hard drive for errors and network connectivity, patching OS, and resolving all hardware and software issues.

• Maintain switches at designated by IS management, including maintaining port configurations to be 100/full duplex and a management IP address.

• Performs other duties as required.

EDUCATION AND EXPERIENCE REQUIREMENTS

EXPERIENCE: Have two (2) years of post-secondary education with courses in PCs and Local Area Networks (preferably Windows), troubleshooting and repairing PCs, operating systems, and micro‑computer software packages, such as MS Office and Outlook. Two (2) years of experience in installing, maintaining, and supporting PCs in a network environment, including software applications such as MS Office, Electronic mail, and anti-virus programs.

LICENSES, REGISTRATIONS, AND CERTIFICATIONS: A+ and Net+ Certification are preferred.

OR

NOTES(EQUIVALENCIES): Have any equivalent combination of acceptable education and experience.

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of PCs and basic know-how of local area network equipment and technology

• Must be an expert in Workstation operating systems.

• Must be an expert in Server operating systems.

• Knowledgeable with the basic concepts of networks and should be able to identify a problem as a network or a standalone issue.

• Knowledge of cables and network interface cards.

• Familiarity with the anti-virus program/scheme used by MOED.

• Knowledge of spreadsheets, word processing, and electronic mail software.

• Ability to analyze and resolve hardware and software problems with minimal supervision.

• Ability to build a PC from scratch, load software on it, and link it up to the network.

• Ability to upgrade a PC's hardware and software.

• Ability to help organize and present training materials related to computer and software usage.

• Ability to communicate effectively both orally and in writing.

• Ability to deal with staff at all levels in an effective and courteous manner and to establish and maintain effective working relationships with superiors, associates, and end users.

• Ability to understand and follow oral and written instructions.

• Ability to maintain concise, accurate records.

• Ability to work as a member of a team to ensure project completion.

• Ability to organize work to meet established deadlines.

• Ability to prioritize and handle multiple tasks.

• Knowledge of TCP/IP, Active Directory, and DNS.

• Must be computer literate and familiar with word processing, spreadsheet, and database applications (i.e., MS Word, Excel, Access, etc.).

NOTE: Those eligible candidates who are under final consideration for appointment to positions in this class will be required to authorize the release of criminal conviction information.

BALTIMORE CITY AN EQUAL OPPORTUNITY EMPLOYER