NOC Support Tier 3 - Non-Merit

Duties

Serves as Tier 3 level technical support for internal customers and supporting day-to-day operations including: scheduling for 24/7/365 coverage, training new employees, performance monitoring and evaluations of employees, and continual service improvement.  Oversees ticket and call queues while streamlining workflows and helping technicians develop the skills required to succeed in role.  Works closely with Service Desk Manager to establish new policies, define team goals, and lead staff to achieving desired results while being accountable for team performance.

The candidate should be familiar with Active Directory, Windows 10/11, SCCM, Print Logic, Beyond Trust, Microsoft Office 365, Microsoft Azure, Cherwell ITSM or similar ticketing system.

EXAMPLES OF ESSENTIAL DUTIES 

• Ensure Priority 1 SOPs are being followed.
• Schedule and ensure 24/7/365 Service Desk Coverage for all shifts. 
• Weekend and holiday coverage must be posted on calendar(s) one year in advance. (May be contacted by staff during non-normal business hours.)
• Work with other IT teams to get up-to-date support information and add to Cherwell’s Knowledge Base and Configuration Items (CIs), and SharePoint to assist all Tiers with troubleshooting.
• Diagnose reoccurring issues, trouble locations, frequent outage areas & patterns via the Network Monitoring system and work to resolve & notify support teams of on-going issues.
• Monitor ticket and call volume, and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
• Perform management duties such as hiring, training, performance evaluations, and PIPs progress monitoring.
• Ensure high level of customer service and first call resolution is being provided by all team members. 
• Ensure that NOC members are aware of upcoming changes to production systems and environments.
• Creating and performing training programs or workshops for entire NOC team.
• Serve as Champion of OIT policies, procedures and initiatives.

EXAMPLES OF OTHER DUTIES
Other duties as assigned.
 
(NOTE: The duties and responsibilities listed above are for the purpose of determining a common set of minimum qualifications for all positions in this class. They may not include all of the essential job functions of each position in the class. Each position may not be required to perform all of the essential job functions listed.

Qualifications

Required Qualifications
Education: AA Degree plus a minimum of (4) years technical and troubleshooting experience (IT Service Desk/NOC/Other IT related position.

Preferred Qualifications
Preference will be given to candidates who possess:
An AA college degree and service experience in Service Desk/NOC environment.

Proof of Licenses, Certifications and Education
Applicants are required to submit proof of licenses, certifications and education beyond high school to meet the required and preferred qualifications of the position. Diplomas or transcripts must show the applicant’s major field of study. Copies and unofficial transcripts are acceptable.

Failure to submit proof of Licenses, Certifications and Education will result in your application not being considered. Proof of licenses, certifications, and/or education must be submitted with each application.

Proof of Degree Equivalency
Applicants who have obtained a degree from outside the United States of America are required to submit degree equivalence documentation from World Education Services, Inc. (www.WES.org)

Mail or deliver documents to:
ATTN: NOC Support Tier 3
Office of Human Resources
Baltimore County Government
308 Allegheny Ave.
Towson, MD 21204

You can attach your transcript(s) or license(s) to your application.

EXAMINATION PROCEDURE
Applicants will be qualified based on an evaluation of their training and experience, as stated on their application, which includes answers to the supplemental questions.  Applicants must state the dates and duties of past and present experience clearly and completely for evaluation purposes.