Help Desk Technician (Information Systems Support Specialist) Position Description This position announcement will be used to fill a full-time, permanent, Information Systems Support Specialist, Help Desk Technician vacancy in the Office of Information Technology with Anne Arundel County. This is technical support work at the full performance level involving the design, implementation, troubleshooting, and maintenance of a variety of computer platforms, operating and monitoring all multi-platform hardware and software, and providing assistance to PC and network/telecommunications systems users. NATURE AND VARIETY OF WORK Employees install and configure hardware and software, troubleshoot and provide first line diagnosis for PC/telecommunications hardware and software problems, and provide help desk problem resolution. Employees receive general supervision from a higher-level supervisor. Work is reviewed in terms of effectiveness in meeting objectives. Guidelines in the form of County and departmental policies and procedures, technical manuals, and computer science principles and practices provide the parameters for employees to perform their work. Employees are required to use sound judgment as necessary to modify, adapt, or deviate from guidelines to accomplish work assignment objectives. Employees in this class interact with both technical and non-technical staff within other County departments. Depending on the area of assignment, the work may involve bending, lifting and moving boxes, walking, standing, may be sedentary in an office environment, and may include the operation of a County vehicle for pick up and delivery of equipment. Employees may be required to work an evening or night shift, some weekends, and include overtime work. Examples Of Duties And Knowledge, Skills And Abilities (Note: The duties and responsibilities enumerated in this class specification are for the purpose of determining a common set of minimum qualifications and salary level for all positions in this class. They are not intended to include all of the essential functions of all positions in the class.) Help Center Receives, logs, and processes calls for assistance with PC's and other computer equipment. Tracks and monitors PC problems to insure a timely resolution for the customer. Assists end users by troubleshooting hardware, software, data communications, and related problems. Enter tickets into the JIRA Service Management, and assist Customers with using the Self Service portal for JIRA called Employee Solutions Center. Technical Support Determines requirements for applications systems, sharing of files and equipment, and data communications. Installs, configures, upgrades, and troubleshoots hardware, software, data communications and related problems, and assists users. Configures all software parameters for security and operational efficiency. Tests systems for integrity and performance. Troubleshoots, diagnoses, and resolves computer problems in both network/telecommunications and stand-alone environments. Provides technical support for multiple computer platforms, applications, and operating systems. Advises, trains, and assists users on optimum use of equipment and ensures installation of desktop hardware and software in accordance with technical standards. Diagnoses and resolves computer and network system problems. Reviews, prepares and migrates all legacy and web system application systems and all associated documentation from development environments into production environments. Monitors and ensures the integrity and validity of all production environments. Provides input regarding the development of information technology divisional policies, standards, and procedures governing computer operations quality assurance and security administration functions. Provides user training and documentation for the use of hardware and desktop applications. Assists with the creation and maintenance of documentation of standard procedures and policies of OIT and the Help Center as related to PC set up, installation, and problem diagnosis. Sets up and installs personal computers and peripheral equipment. Rebuilds existing PCs in order to upgrade or otherwise improve and enhance performance of the PC. Independently diagnoses desktop computing problems. Ensures system security consistent with county policies and procedures. Knowledge, Skills, And Abilities Knowledge of computer science principles and practices, including knowledge of relational data base systems, structured design and programming, data communications, quality assurance, information technology security and knowledge-based systems. Knowledge of micro, mini and personal computer hardware and software and of system setup and troubleshooting same. Knowledge of PC LAN system design and operation. Knowledge of a variety of office automation systems. Skill in migrating and implementing application software from a development stage to a production stage. Ability to work with and provide assistance and training to non-technical staff-clerical, and professional and managerial. Ability to communicate effectively, both orally and in writing. Minimum Qualifications Two years of course work with an AA certificate in electronic data processing from an accredited college, supplemented by courses in computer system administration or a related field; two (2) years experience in technical support and maintenance of computer systems, including the configuration and troubleshooting of hardware and software. Note: Two (2) years of course work with an AA certificate in electronic data processing from an accredited college, supplemented by courses in computer system administration or a related field; may be substituted on a year-for-year basis with additional years of experience in technical support and maintenance of computer systems, including the configuration and troubleshooting of hardware and software for a combined total of four (4) years of education and experience in technical support and maintenance of computer systems, including the configuration and troubleshooting of hardware and software. These four (4) years must still be supplemented by coursework or certification in computer system administration or a related field. Supplemental Qualifications Preference will be given to: Experience with Google Suite Public Sector Experience Previous work experience in a position with face-to-face and phone-based customer service.

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