Hotline: 678-408-1354

NOC Support Tier I (34 hours) Non-Merit

Regular Schedule: 34 hours per week

A Non-Merit vacancy exists in the Office of Information Technology, Desktop Services.

Non-Merit positions are not classified within the Baltimore County Government Classification and Compensation Plan.

All interested candidates must apply at this time.

List all promotions and changes in job duties due to reclassification as separate work experience on your application. Applicants must include the dates of the promotions and reclassifications.


Note:
Failure to complete all fields of the "Work Experience" section of the application will result in your application not being considered. A resume will not be considered in determining your qualifications for a position. Applicants selected for an interview may provide a resume at that time.

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

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.

Examples of Duties

DEFINITION OF RESPONSIBILITY
Serves as Tier 1 first-line technical support for internal customers. 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.

  • Provides friendly, thorough and professional customer service.
  • Receives inbound requests via phone, email or portal and documents, troubleshoots and resolves the issue if possible.
  • Escalates tickets when necessary, qualifying the complexity of issues and assigning the ticket to the proper support areas.
  • Remotes into devices to resolve issues when necessary.
  • Performs password resets.
  • Recognizes and escalates Priority 1 issues, ensuring that someone is working the issue and providing timely updates.
  • Monitors Service Desk email queue.Cherwell Self-Service Interaction escalation or a similar ITSM tool.Logging call activity.
  • Monitoring the Data Center for issues and temperature extremes.
  • Performs mainframe moves, adds, changes, and print jobs.
  • 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 required qualifications for similar positions. They may not include all of the essential job functions of each position. Each position may not be required to perform all of the essential job functions listed.

    Qualifications

    High school diploma or an appropriate equivalent

    PLUS

    A minimum of two (2) years’ technical and troubleshooting experience (IT Service Desk/NOC).

    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. You can attach your transcript(s) or license(s) to your application. Proof of licenses, certifications, and/or education must be submitted with each application.

    Failure to submit proof of Licenses, Certifications and Education will result in your application not being considered.

    Mail or deliver documents to:
    ATTN: NOC Support Tier 1
    Office of Human Resources
    Baltimore County Government
    308 Allegheny Ave.
    Towson, MD 21204

    Preferred Qualifications

    Preference will be given to candidates who possess:

  • A college degree and service experience in Service Desk/NOC environment;Information TechnologyInfrastructure Library (ITIL) foundations certification.
  • Information Technology Infrastructure Library (ITIL) Service Desk Analyst certification.
  • MCP and/or
  • A-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.
  • Knowledge of the principles and practices of Information Technology.
  • Must have excellent communication and problem solving skills.

  • Licenses or Certificates

    Database and system certifications are a plus but not required.

    EXAMINATION PROCEDURE
    Qualified applicants will be assigned a rating based on an evaluation of their training and experience, as submitted on their application and supplemental questions. Applicants are advised to state the dates, duties and responsibilities of past and present experience clearly and completely for evaluation purposes.

    Conditions of Employment

    Incumbents must be of good moral character and emotionally stable.

    Persons appointed to this position may work extended hours, nights, weekends, and holidays as required. Employees in this position must be available for on-call rotation for production problems 24 hours a day, 7 days a week. Perform off-hours system changes and updates. Travel within Baltimore County, and outside of the County for work and training. May be required to use their own vehicle to respond to remote sites for troubleshooting and repair work.

    Physical and Environmental Conditions
    The work of this classification is essentially sedentary, and involves the use of computers and office machinery.

    Medical Examination and Employment Background Investigation
    Applicants selected for an appointment to a position in Baltimore County must successfully complete a physical examination and drug screen and a comprehensive background investigation which includes but not limited to a criminal background check, psychological and polygraph examination, and fingerprinting.

    Job candidates may be required to complete an expanded background investigation, polygraph examination, and psychological examination.

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    Eltas EnterPrises Inc.
    3978 Windgrove Crossing
    Suite 200A
    Suwanee, Georgia
    30024, USA
    contact@eltasjobs.com

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