Contingent Professional – Technology & Communication Services, Systems Help Desk
Howard County Government
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Benefits offered by this job
Job summary
Howard County Government is seeking a Help Desk support professional to handle phone support, imaging, deployment, and asset management for end point devices. The role includes assisting end users with desktop PCs and laptops, and providing backup telephone support.
Responsibilities include troubleshooting network issues and applying basic Active Directory device management. A valid driver's license is required, with preference for an associate's degree or GED. County programs and benefits apply.
Qualifications
- High School Diploma or GED and 3 years related experience or equivalent combination.
- Possession of a valid driver's license.
- Experience with Microsoft Office 365 Applications.
- Experience with Microsoft Office 365 other similar products.
Responsibilities
- Provides Help Desk technical support for end users’ desktop PCs and laptops.
- Provides backup Help Desk telephone support.
- Troubleshoots and corrects network problems.
- Basic knowledge of Active Directory device management.
Skills
Education
Tools
Job description
As part of Help Desk Support group, will be responsible for phone support, imaging, deployment, and asset management of end point devices.
- Provides Help Desk technical support for end users’ desktop PCs and laptops.
- Provides backup Help Desk telephone support.
- Troubleshoots and corrects network problems.
- Basic knowledge of Active Directory device management.
- Performs desktop-level technology work, including building and rebuilding PCs at the software level (Windows 10+ OS, antivirus software, Microsoft Office, Bomgar support).
- Installs network devices such as PCs, printers, and scanners.
- Upgrades all levels of current software.
- Replaces end users’ PCs and migrates users’ data to new devices.
- Configures user profiles for LAN settings, default web pages, firewall settings, and PC-level user rights.
- Conducts device recovery as part of the employee termination process.
- Assists with surplus of devices such as desktops and laptops.
- Performs asset management of hardware peripherals such as desktops and laptops.
- Runs asset management reports for hardware inventory.
- Updates assets in the ServiceNow (SNAP) Management Console.
- Performs other related duties as assigned.
This position has no supervisory responsibilities.
High School Diploma or GED and three (3) years related experience or equivalent combination.
- Possession of a valid driver's license.
- GED and/or associate's degree.
- Experience in working with Microsoft Office 365 Applications.
- Experience with Microsoft Office 365 other similar products.
- High order of customer service communication skills.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to stand, walk, sit, use hands to finger, handle, or feel, and reach with hands and arms. The employee must occasionally lift and or move up to 15 pounds. Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level of the environment is usually moderate.
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to write routine reports and correspondence.
- Ability to speak effectively before groups of customers or employees of organization.
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
- Ability to deal with problems involving several concrete variables in standardized situations.
Selected candidates may be subject to drug screening, background screening, and reference checks.
Howard County is an Equal Employment Opportunity Employer, and we are committed to a workplace that values diversity, equity, and inclusion. The County 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 accommodations during the hiring process should contact the Office of Human Resources directly at HiringPreference@howardcountymd.gov. Requests for accommodations should not be attached to the application.
Under the County's flexible benefits plan called CountyFlex, employees may elect to enroll in medical insurance plans, dental insurance plans, optional life insurance, dependent life insurance, and healthcare and dependent care flexible spending accounts. Employee contributions to these benefits are made on a pre-tax basis. Information concerning enrollment options, plan rates and a benefits comparison chart are available in the Office of Human Resources.
Employees receive a group term life insurance benefit equal to 2 times their annual salary at no cost. Accidental death and dismemberment coverage is included. The County pays the entire cost for this benefit. Employees may purchase additional coverage under the CountyFlex benefits plan.
Annual and Disability Leaves are accrued over 24 pay periods each year. Personal leave is credited on January 1st each year. Use of Annual, Disability and/or Personal Leave requires supervisory approval.
During the first 5 years of employment, employees accrue the equivalent of 13 days per year. From years 6 through 10, the accrual is the equivalent of 16 days per year. From years 11 through 20, the accrual is the equivalent of 19 days per year. From year 21 on, the accrual is the equivalent of 21 days per year. Annual leave may not be used during the first 6 months of employment. A maximum of 40 days may be carried over from one fiscal year to the next.
Employees accrue the equivalent of 1 day per month (12 days per year). There is no maximum accrual. This leave may be used for the disabling illness/injury of the employee, spouse or minor child or for a serious medical condition approved under F.M.L.A. Absences of over 3 days must be substantiated by a physician's certificate.
Employees receive 6 personal leave days each calendar year to be taken during the calendar year. Employees hired after April 30th receive 4 days of personal leave that year; those hired after August 31st receive 2 days; and those hired after November 30th receive no personal leave for that year. Personal leave may not be carried over.
Employees are paid for the following holidays: New Year's Day; Martin Luther King Day; President's Day; Good Friday; Memorial Day; Juneteenth; Independence Day; Labor Day; Columbus Day; Veteran's Day; Thanksgiving Day; Friday after Thanksgiving Day; Christmas Day.
Other paid leave will be granted for approved jury duty, military leave, bereavement leave and official leave. Unpaid leave will be granted in accordance with the Family and Medical Leave Act.
Howard County sponsors a defined benefit plan for its employees. participation in the plan is mandatory. Employees are required to make contributions to the plan, which are taken on a pre-tax basis. Contribution rates are dependent upon the plan in which the employee participates (general plan, or police and fire plan). The County contributes an additional percentage sufficient to ensure that each plan is adequately funded. Complete details are available in the summary plan descriptions which are available in the Office of Human Resources. Howard County Retirement Plan: Employees contribute 3% of salary to the plan. Sheriff Deputies hired after 7/1/2021 contribute 8.5% of salary to the plan. All eligible Corrections Employees must enroll in the Corrections Employees Enhanced Benefit and must contribute 8.5% of salary to the plan. Howard County Police and Fire Employees' Retirement Plan: Sworn police officers and career firefighters must participate in this plan. Police employees contribute 11.6% of salary and Fire employees contribute 7.7% of salary to the plan.
Participation is mandatory. Employees contribute at the current established rate.
Employees are eligible to participate in an IRS 457(b) deferred compensation program. This plan allows employees to defer a portion of their income on a pre-tax basis. Contributions are invested at the employee's direction on a tax deferred basis.
Employees experiencing problems that affect their personal lives and job performance may take advantage of confidential assessment and referral services.
Employees may apply for reimbursement for tuition costs after completion of 6 months of employment. Prior course approval is required. The maximum annual reimbursement is $2500 contingent upon County funding.
Employees who have worked for the county for at least twelve (12) months are eligible for twelve (12) weeks of paid parental leave in connection with the qualifying birth of a child, or the placement of a child with an employee for adoption or foster care. Leave must be used within the 12 months following the birth or placement.
Employees who have completed 6 months of service are enrolled in the LTD plan. After 6 months of disability, plan may pay 60% of base monthly pay up to $2500 per month. The County pays the entire cost of this benefit.
Employees have established a Disability Leave Bank to which employees may donate disability leave in order to be eligible to receive salary and benefit protection when they are absent due to a serious disabling illness or injury and have exhausted all accrued leave. Employees are eligible to join the Bank after having completed 1 year of employment. Administration of the Bank, including the review and approval of claims for grants of time, is handled in accordance with the Bank's Rules and Regulations which are available in the Office of Human Resources.
Employees may elect to enroll in long term care insurance, critical illness insurance, short term disability income protection, and universal life insurance.
Employees may participate in the Tower Federal Credit Union through payroll deductions. Loans are also available to qualified applicants.
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