Technical Services Support Specialist II Technology & Communications, Information Systems Services

Howard County
Conveniently located in the heart of central Maryland between Baltimore and Washington Howard County offers the charm of a historic past mixed with the excitement of a cosmopolitan community.

Howard County Government
Howard County Government is a leader in innovation sustainability and consistently ranked as one of the best places to live and work in the 2025 Howard County Government received a record-breaking 83 Achievement Awards from the National Association of Counties (NACo) the most in the state of Maryland. NACo is the leading organization representing county-level government operations. These awards recognize innovative and transformative programs that provide new services for county residents improve existing programs upgrade working conditions and enhance citizen participation and public policymaking.

What are we looking for
We are looking for outstanding individuals to join our team and contribute to excellence in Howard County operations.

What youll like most about working at Howard County Government:
We are committed to workplace excellence in every area of County government.

• We have a highly talented diverse and inclusive workplace. Your input will not only be heard but it will be encouraged!
• We offer competitive compensation and great benefits including medical retirement and wellness programs.
• As a member of the Howard County Government team youll be helping drive our culture and directly impact what makes us an amazing place to work.

Understanding of Service Desk functions specific to handling IT related issues and the ability to troubleshoot issues. Experience with Incident Change and Problem management. Microsoft AD Exchange and Windows 10 using best practice to troubleshoot and resolve issues. Familiarity with desktop and network security including ability to monitor and resolve issues as well as producing reports using database reporting tools.

Include the following. Other related duties may be assigned:

• Provide installation and maintenance of network node desktop platforms.

• Requires familiarity with major off the shelf application products ( Windows 10 OS and above MS Office 365 Suite)

• Perform Active Directory Administration: Create New user accounts Create distribution/Email and Security groups

• Conduct problem analysis resolution and tracking of user problems including follow through escalation procedures.

• Basic understanding of AD administration. (Proficiency with setting up accounts assigning rights) is preferred.

• Participate in weekly Operations meeting.

• Perform remote troubleshooting through diagnostic techniques and pertinent questions.

• Determine the best solution based on the issue and details provided by customers.

• Walk the customer through the problem-solving process.

• Direct unresolved issues to the next level of support personnel.

• Provide accurate information on IT products or services to clients. Record events and problems and their resolution in logs.

• Follow-up and update customer status and information.

• Pass on any feedback or suggestions by customers to the appropriate internal team. Identify and suggest possible improvements on procedures.

• Assist in training users and documenting procedures.

• Perform administrative functions: Fileserver outage tracking Asset tracking.

• Communicates and coordinates network schedule backups and downtime to users.

• Prepares and maintains documentation of network configurations and cabling layouts.

• Provide single point of contact for clients PC/LAN desktop needs coordinate with other support groups perform project management.

• Perform limited administrative functions: Office 365 Administration and Asset tracking.

• Communicates and coordinates network schedule backups and downtime to users.

• Prepares and maintains documentation of network configurations and cabling layouts.

• Evaluates local area network hardware and software requirements and capabilities and makes recommendations.

• Coordinates installation of hardware and software by others.

• Provide single point of contact for clients PC/LAN desktop needs coordinate with other support groups perform project management.

• Evaluates local area network hardware and software requirements and capabilities and makes recommendations.

• Coordinates installation of hardware and software by others.

• Desktop support and general configuration of software.

• Network support and general configuration.

• Create new employee accounts update group memberships edit email distribution groups and assign and edit users in the appropriate organizational unit (OU).

• Provide clients with desktop support and general PC maintenance. Ensure that all internal IT Service Desk requests are actioned.

Bachelors Degree and one (1) year of related experience or an equivalent combination of education and experience.

PREFERRED EDUCATION KNOWLEDGE SKILLS AND ABILITIES:

• Bachelors Degree from a four (4) year accredited college or university with a degree in Computer Science or Information Systems.

• Technical experience to a team of IT Engineers and support analysts.

• Excellent oral/written communication and listening skills; Exceptional interpersonal skills including teamwork facilitation and consensus building.

• Experience with Desktop and Application Virtualization technologies such as VMWare Workstation View and VMware ThinApp or other similar tools and technologies.

• Experience with Desktop Imaging User Personalization software architecture and network design principles.

• Knowledge of Microsoft Operating Systems including Windows 10 and above Windows Server 2017 and working knowledge of Windows applications.

• Microsoft MCP certification MSCE Desktop Support Technician CompTIA A MTA AND ITIL.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee is regularly required to talk or hear.

The employee frequently is required to sit and use hands to handle.

The employee is occasionally required to stand walk and reach with hands and arms. The

employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Microsoft MCP certification MSCE Desktop Support Technician CompTIA A MTA AND ITIL

ADDITIONAL INFORMATION:

TO APPLY:You must complete an employment application online to be considered for this recruitment. Resumes cannot be substituted for completion of the job application work history. No paper applications will be accepted.

Selected candidates may be subject to drug screening background screening and reference checks.

At time of application please submit a copy of any college degree coursework licenses or certifications that you have referenced on your who have education obtained outside of the U.S. may need to provide proof of the equivalent U.S. education as determined by a foreign credential evaluation service such as the National Association of Credential Evaluation Services () or World Education Services: International Credential Evaluation ( County Government is not sponsoring employees in application of the H-1B Visa or providing an extension of an existing H-1B Visa. All applicants must be legally authorized to work in the United States under the Immigration Reform and Control Act of 1986.

Howard Countyis an Equal Employment Opportunity Employer and we are committed to a workplace that values diversity equity and inclusion. The County prohibits discrimination on the basis of race color religion age sex ancestry creed national origin disability status genetics marital statusmilitary service sexual orientation gender identity/expression or any other characteristic protected by federal state or local laws. Applicants requiring accommodations during the hiring process should contact the Office of Human Resources directly at .Requests for accommodations should not be attached to the application.