Tier 1 Helpdesk Support
Job Location:
Baltimore, MD - USA
Yearly Salary:
Posted on:
Vacancies:
Job Summary
Introduction
The Maryland Department of General Services (DGS)supports State and local government agencies as well as local non-profitorganizations and the citizens of Maryland by providing facilities managementreal estate and surplus property services as well as security and lawenforcement for State buildings. DGS is also responsible for a full spectrum offacilities engineering design and construction services almost $1 billion inannual contract administration and overseeing the State procurement at DGS we truly Do Great Service Consider joining our team!
GRADE
LOCATION OF POSITION
This position is eligible for a hybrid workschedule.
Main Purpose of Job
POSITION DUTIES
Duties to include but not limited to:
Serves as a primary technical supportresource and centralized point of contact for enterprise application andplatform support delivering responsive customer service to internal governmentagencies and external stakeholders.
Provides Tier 1 helpdesk support by diagnosing technical issues performingremote troubleshooting resolving user incidents and escalating complexmatters to Tier 2 support and program leadership when necessary.
Guides users through issue resolution processes account access support andplatform functionality while promoting self-service resources and adherence toestablished operational procedures and best practices.
Manages and maintains detailed service records incident documentationcustomer communications and resolution tracking within enterprise helpdeskticketing systems to support accountability and operational transparency.
Collaborates with cross-functional technical and business teams toidentify process improvements communicate customer feedback and enhancesystem performance user experience and service delivery standards.
Supports system administration activities includingtroubleshooting remedies assisting with bug resolution configuration supportand maintaining continuity of operations for mission-critical applications.
Assists with procurement-related requirementsgathering business process documentation and stakeholder coordination tosupport evolving operational and system needs.
Participates in implementation testing systemconfiguration validation and change management activities while maintainingtechnical proficiency through ongoing vendor training and platform expertisedevelopment.
Develops and maintains technical documentationconfiguration records audit materials disaster recovery resources andsupplemental training materials to ensure continuity of service and operationalcompliance.
MINIMUM QUALIFICATIONS
Experience: Two years of experience providing problem analysis and ongoing user support coordinating system development and implementation and training users on the functionality of applications for agency or statewide systems housed on mainframe computers or large client server platforms.
Notes:
1. Candidates may substitute the possession of an Bachelors degree from an accredited college or university in Accounting Finance Business Administration Public Administration Human Resources Management Information Technology or other related field with specific coursework in the structure and use of automated information systems and one year of experience providing problem analysis and ongoing user support coordinating system development and implementation and training users on the functionality of applications for agency or statewide systems housed on mainframe or large client server platforms for the required experience.
2. Candidates may substitute the possession of an Associates degree from an accredited college or university in Accounting Finance Business Administration Public Administration Human Resources Management Information Technology or other related field with specific coursework in the structure and use of automated information systems and one year and six months of experience providing problem analysis and ongoing user support coordinating system development and implementation and training users on the functionality of applications for agency or statewide systems housed on mainframe or large client server platforms for the required experience.
3. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer in the Cyber and Information Systems classifications or Cyber and Information specialty codes in the Information Technology field of work on a year-for-year basis for the required experience.
DESIRED OR PREFERRED QUALIFICATIONS
Strong preference will be given to applicants who possess thefollowing preferred qualification(s). Include clear and specificinformation on your application regarding all qualifications.
Two (2) or more years of experience within thelast five (5) years providing IT helpdesk or technical support servicesincluding troubleshooting hardware software and application issues in anenterprise environment.
Two (2) years of experience working on acustomer support helpdesk with a focus on incident management and usersupport.
Two (2) years of experience supporting an ITservice desk including ticket triage escalation and resolution using standardITIL practices.
Proficiency in using CRM or ITSM tools ( FreshDesk Jira Confluence or similar) for tracking and managingsupport requests.
Working knowledge of enterprise systems such asIvalua or similar financial/ERP systems including user support and basictroubleshooting.
SELECTION PROCESS
It is important that youprovide complete and accurate information on your application. Please include all experience and educationthat is related to this position. All information concerning yourqualifications must be submitted by the closing date; informationsubmitted after the closing date will not be considered. Credit is given for relevant part-timetemporary or volunteer experience based on the number of hours worked per week; youmust include the time spent on such activities on your application.
Note that for any position requiring a college degreeor college credit you will be required to submit a college transcript prior tobeing offered a position. You may submityour transcript as part of the application process.
The examination forthis position will consist of a rating of your education training andexperience related to the requirements of the will be placed on the employment eligibility list categorized asBEST QUALIFIED BETTER QUALIFIED or QUALIFIED. The eligibility list willbe valid for one year and may be extended. The list will be used by thehiring authority to select employees for interviews. Eligible lists may be used to fill future vacanciesof the same classification.
Please note selected candidates may be required tocomplete and successfully pass a State and Federal fingerprint background checkprior to being hired.
BENEFITS
The State of Maryland offers a generousbenefits package that includes:
- Tuition reimbursement for those who qualify
- Flexible work schedules and teleworkopportunities for many positions
- Free mass transit in Baltimore &Annapolis
- Generous paid leave that increases withyears of service
- Paid holidays
- Health coverage with low out-of-pocket costs
- Employee & employer contributory pensionplan
Click on the link below for more information.
FURTHER INSTRUCTIONS
Contact or call with questions about this recruitment. The online application process is STRONGLY preferred. Applyonline at HumanResources & Employment and Current Openings. Ifyou are unable to submit your application online please send your paperapplication to: Human Resources Dept. of General Services 301 W. Preston 1311 Baltimore MD 21201 by theclosing date and time. TTYUsers:call via Maryland Relay
As an equal opportunity employer Maryland is committed torecruiting retaining and promoting employees who are reflective of theStates diversity. People with disabilities and bilingual candidates areencouraged to apply. We thank our Veterans for their service to our country.
