IT Service Desk Technician

THIS IS A NON-CIVIL SERVICE POSITION

Salary Range:

$67,687.00-$117,791.00 Annually

Starting Pay:

$67,687.00 Annually

Get to Know Us

Welcome to the City of Baltimore! Experience the reward of a fulfilling career and enjoy the added element of excitement in a vibrant, diverse atmosphere. The City of Baltimore offers limitless opportunities to help drive social impact, both on the job and in the community, while serving its citizens. Join us in making Baltimore a great place to live and work. In the City of Baltimore, we hire great people and provide them with the skills and opportunities to grow toward their career aspirations. If you are looking for a career change or are interested in learning more, explore our opportunities and benefits programs. We are excited to have you as a part of the City of Baltimore Team! The city offers medical, prescription drug, dental, vision, optional life, AD&D, and FSA plans. This office also supplies wellness programs, support groups, and workshops. You can learn about our benefits here: https://humanresources.baltimorecity.gov/hr-divisions/benefits

Job Summary

The Baltimore City Health Department is currently seeking an IT Service Desk Technician to support users across the agency. The individual will be responsible for providing Help Desk support such as troubleshooting customer issues in addition to installing, configuring and testing software and operating systems. The Technician will install, unpack and set-up computer hardware, printers, etc. for both internal and external users.

Essential Functions

• Serve as the initial point of contact for customers seeking technical assistance via phone, chat, email or in person.   
• Provide immediate on demand technical support for VIP users, e.g. Comptroller, Mayor etc. relating to system performance and availability. 
• Monitor the Service Desk ticket queue, resolves tickets and resolves escalations;                      
• Resolve problems and/ or requests; installs, configures and maintains all PC related hardware and systems including Troubleshooting & diagnosing network problems; PC updates & standard software. Troubleshoot Web browsers & basic network connectivity.
• Configuring Laptops and Desktops for various agencies depending on their needs.                
• Increasing memory when user is experiencing slowness if processor can handle the increase. 
• Troubleshooting and replacing video & Network Cards
• Install and test hardware and peripheral components; loads appropriate software packages such as operating systems, networking components and office applications;
• Provide customization and adaptation of existing programs that meet users' requirements;      
• Evaluate system potential by testing compatibility of new programs with existing programs; confirms program objectives and specifications by testing new programs; compares programs with established standards and makes modifications;
• Improve existing programs by reviewing objectives and specifications; evaluating proposed changes; recommending changes; making modifications; 
• Maintain the inventory for the refresh program and run reports for the computers and laptops in the environment

Minimum Qualifications

Education: Have a bachelor’s degree from an accredited college or university. 

Preferred Qualifications: Associate Degree or combination of education and experience

AND

Experience: Have four years of experience in coordinating, monitoring and processing cases involving the provision of health, social, vocational or rehabilitation services to clients including two years of experience supervising subordinate staff or equivalent combination of education and experience.                

Preferred Qualifications: Two years of computer support, applications analysis and/or data security and testing experience

OR

Equivalency Notes: Have an equivalent combination of education and experience.

Knowledge, Skills, and Abilities

•  Knowledge of administrative practices and procedures.
• Knowledge (where required) of public health services and practices.
• Knowledge (where required) of specified oral and written non-English language grammar, spelling and punctuation and associated cultural idioms, customs and norms.
• Knowledge of research techniques and methodology.           
• Skill in grant writing and grant administration.
• Skill in formulating public policies
• Skill in coordinating responses from multiple public and private agencies, institutions and community resource organizations.
• Skill (where required) in speaking, reading and writing a specified non-English language and interacting within associated cultural idioms, customs and norms. 
• Ability to plan, implement and administer a high-level, high profile special initiative program or project. 
• Ability to establish and maintain effective liaisons with people of varied backgrounds, including clients, families, neighbors, government representatives and officials and public and private community institutions, service providers and personnel.
• Ability to deal with emergency or crisis situations with calm, tact and dispatch.
• Ability to promote program activities.
• Ability to communicate effectively, both orally and in writing.
• Supervisory experience.
• Administrative experience.

Additional Information

Background Check

Eligible candidates under final consideration for appointment to positions identified as positions of trust will be required to complete authorization for a Criminal Background Check and/or Fingerprint screening, and must be successfully completed.

Probation

All persons, including current City employees, selected for this position must complete a 6-month mandatory probation.

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

BALTIMORE CITY IS AN EQUAL OPPORTUNITY EMPLOYER