Desktop Support Specialist (Information Technology Specialist III), Grade 26

Montgomery County (MD); Rockville (MD); On-site; USD 90,000 - 128,000; Full time

Job summary

Montgomery County DHHS located near Washington, D.C., seeks a Desktop Support Analyst (Information Technology Specialist III) to provide advanced desktop support to employees across multiple office locations.

The role requires 3 years of IT experience, a Bachelor's degree, and involves troubleshooting Windows OS, Microsoft 365, and remote access while ensuring security compliance.

Qualifications

• Three (3) years of professional IT experience providing on-site and remote desktop support, hardware/software troubleshooting, and network connectivity in a large multi-user environment.
• Bachelor’s degree in computer science or related field from an accredited college or university; equivalency allowed.

Responsibilities

• Provide tier II/III technical support for desktops, laptops, mobile devices, printers, and related hardware.
• Troubleshoot and resolve issues with Windows OS, Microsoft 365, remote access (VPN) and DHHS supported applications.
• Install, configure, and maintain hardware and software per County IT standards.
• Respond to and resolve incidents and service requests via the County's helpdesk system.
• Set up and support end-user devices for new hires, including imaging and access provisioning.
• Provide on-site and remote support for DHHS offices, including MCPS health rooms.
• Collaborate with central IT and security teams on updates, patching and security compliance.
• Assist with hardware inventory tracking and asset lifecycle replacement.
• Train end users on IT practices and new technology rollouts.
• Support audio/visual and teleconferencing setups for meetings and events.

Skills

Windows OS

Microsoft 365

Remote support

Troubleshooting

Customer service

Education

Bachelor's degree

Tools

ServiceNow

Active Directory

VDI

Remote support tools

Job description

Please note: The salary range above represents this position’s earning potential. The anticipated hiring range for this position will be $89,721 to $127,765, based on the candidate’s qualifications and experience.

Desktop Support Analyst (Information Technology Specialist III)

WHO WE ARE

Montgomery County is located adjacent to Washington, D.C., and with over one million residents, is the most populous County in the State of Maryland. The County is also the most diverse County in the State and ranks among the top ten most diverse Counties in the nation. Montgomery County contains many major U.S. government offices, scientific research and learning centers, and business campuses.

The Department of Health and Human Services (HHS) is responsible for the delivery of the County’s public health and human services that meet the needs of our community’s most vulnerable children, adults, and seniors. The Department provides services through more than 120 programs at more than 20 locations. With over 2,000 employees, the Department of Health and Human Services is the largest County Department.

As a department, we believe the health and wellness of the county can only be achieved by ensuring that every resident has fair opportunities to reach their fullest potential. This means access to quality housing, transportation, education, employment, health care, human services, safe neighborhoods, and healthy food. HHS provides critical services for residents who face a variety of obstacles in achieving their full potential. HHS plays an essential role in building a healthy and strong community.

WHO WE ARE LOOKING FOR

The Montgomery County Department of Health and Human Services is excited to invite passionate and skilled professionals to apply for the position of Desktop Support Analyst (Information Technology Specialist III). If you're someone who thrives on solving problems, enjoys collaborating with a diverse and mission-driven team, and is motivated by work that directly supports community well-being, then we encourage you to consider joining us. In this role, you'll have the opportunity to make a meaningful impact by providing high-quality technical support and contributing to innovative IT solutions that help improve lives across the County. We value dedication, creativity, and a customer-first mindset and we're looking for someone like you to help us continue delivering exceptional service to our residents. Come grow your career while serving a greater purpose with Montgomery County DHHS. Your expertise can help shape a healthier, more connected community.

The Desktop Support Analyst (Information Technology Specialist III) is a senior-level technical professional responsible for providing advanced desktop support to DHHS employees across multiple office locations. This position plays a key role in ensuring end-user devices, peripherals, and applications function efficiently and securely to support daily operations and service delivery. Responsibilities include, but are not limited to:

• Provide tier II/III technical support for desktops, laptops, mobile devices, printers, and related hardware.
• Troubleshoot and resolve issues with Windows OS, Microsoft 365, remote access (VPN), and DHHS supported applications.
• Install, configure, and maintain hardware and software, ensuring compliance with County IT standards.
• Respond to and resolve incidents and service requests via the County's helpdesk ticketing system in a timely and professional manner.
• Set up and support end-user devices for new hires, including imaging, user profiles, and access provisioning.
• Provide on-site and remote support for DHHS offices, including MCPS health rooms.
• Collaborate with the County's central IT and security teams on system updates, patching, and security compliance.
• Assist with hardware inventory tracking, asset management, and equipment lifecycle replacement.
• Train and guide end users on basic IT practices, best practices, and new technology rollouts.
• Support audio/visual and teleconferencing setups for meetings and agency events as needed.
• Perform other job-related duties, IT projects as assigned.

Additional Information

Work Location: This position requires the ability to attend meetings or perform work at locations outside the office.

Experience: Three (3) years of professional experience in the information technology field in such areas as providing on-site and remote support for desktop support, hardware/software troubleshooting, and network connectivity issues in a large, multi-user environment.

Education: Bachelor’s degree in computer science or a related field from an accredited college or university.

Equivalency: An equivalent combination of education and experience may be substituted.

Physical Ability: Ability to lift boxes containing computer support items and equipment such as printers, computers, modems, and monitors weighing up to 50 pounds.

License: Possession and maintenance at all times of a valid Class "C" (or equivalent) driver’s license from the employee's state of residence when required for the job-related duties.

Preferred Criteria

• Familiarity with systems such as Microsoft 365, ServiceNow (or similar ticketing systems), Active Directory, Virtual Desktop Infrastructure (VDI), and remote support.
• Demonstrated technical proficiency and troubleshooting skills in a large multi-user federal, state, or local government environment
• Experience working in a healthcare environment, understanding HIPAA, cybersecurity best practices, and secure handling of sensitive data within a healthcare setting.

Interview selection will be based on the following interview preference criteria

1. Proven experience in desktop support, hardware/software troubleshooting, and network connectivity issues in a large, multi-user environment.
2. Experience with Enterprise Systems and Tools
3. Strong communication and customer service skills, and the ability to communicate technical issues clearly to non-technical users and maintain a professional, customer-focused demeanor under pressure
4. Knowledge of IT Security and Compliance requirements