Duties
The Office of Information Technology, Service Desk, is currently seeking applicants for Network Operation Center Tier 1 Support, for the overnight shift (midnight to 8 a.m.). Initial training will be provided Monday – Friday from 8 a.m. - 4 p.m. Current and future NOC Tier I vacancies occurring in the Office of Information Technology may be filled from the list of eligible applicants. The Network Operations Center is staffed 24/7.
DEFINITION OF RESPONSIBILITY
- Serve as Tier 1 first-line technical support for internal customers on OIT’s Service Desk.
- Responsible for troubleshooting, problem solving, and technical support of all networked systems including applications, mobile devices, PC’s, laptops and, peripherals for Baltimore County government agencies and the Baltimore County public libraries.
- Serve as a Champion for OIT and provide friendly, thorough and professional customer service.
- Receive inbound service requests via phone, email or portal. Creates tickets and provides first call resolution whenever possible by troubleshooting IT issues.
- Escalate tickets when necessary, qualifying the complexity of issues and assigning the ticket to the proper support areas.
- Remote into devices to resolve issues when necessary.
- Perform password resets.
- Recognize and escalate Priority 1 issues, ensuring that someone is working the issue and providing timely updates.
- Monitor Service Desk email queue.
- Monitoring the Data Center for issues and temperature extremes.
- Perform mainframe moves, adds, changes, and print jobs.
- Update Team’s Documentation/Knowledgebase.
- Stay current on updated technologies.
EXAMPLES OF OTHER DUTIES
- Destroy hard drives.
- Assist with imaging PCs, prepping mobile devices, assist other IT teams as needed.
- 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 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
Education, Training, and Experience
Education: Possession High school diploma plus a minimum of (2) years of technical and troubleshooting experience (IT Service Desk/NOC).
Experience: Preference will be given to candidates who possess:
- College degree and service experience in Service Desk/NOC environment;
- Information Technology Infrastructure Library (ITIL) foundations certification;
- Information Technology Infrastructure Library (ITIL) Service Desk Analyst certification;
- MCP certification;
- A-Plus training or certification and/or
- Network Plus training or certification.
Knowledge, Skills, and Abilities (Entry-level)
Must be familiar with Active Directory, Windows 10, SCCM, printer management, Beyond Trust (formerly Bomgar), Microsoft Office, Cherwell ITSM or similar ticketing system.
Must have excellent communication and problem-solving skills, be able to work independently with little supervision and understand basic networking principles (DNS, DHCP, and TCP/IP).
Knowledge of the principles and practices of Information Technology.
Licenses or Certificates
Computer and Networking certifications are a plus but not required.
Proof of Licenses, Certifications and EducationApplicants 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 Tier 1 (Overnight Shift) - Non-Merit
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. Applicants must state the dates and duties of past and present experience clearly and completely for evaluation purposes.