End User Support Specialist II - BCIT

baltimorecity; Baltimore (MD); On-site; USD 79,000 - 126,000; Full time

Job summary

Baltimore City Government, through its Baltimore City Office of Information and Technology (BCIT), is seeking an End User Support Specialist II to assist VIP clients such as Mayor’s Office, City Council, and Legal Department. The role includes troubleshooting, documenting needs, and delivering solutions on-site or remotely with 24/7 on-call coverage.

The position emphasizes executive-level service, on-site presence across departments, and a commitment to responsive IT support within the city.

Qualifications

• Education: Associate degree required.
• Experience: Two years of related technical experience.
• Equivalent combination of education/experience accepted.
• ITIL 4 / A+ / Network+ certifications a plus.

Responsibilities

• Serve as the first point of contact for executive level and high-profile clients seeking technical assistance.
• Identify and document IT needs, perform troubleshooting, and determine best solution.
• Provide on-site coverage within assigned departments and remote/satellite locations.
• Offer 7x24x365 on-call coverage as part of duties.

Skills

Independent work

Problem solving

Troubleshooting

Adaptability

Learning new tech

Process improvement

Standards of practice

Education

Associate degree

Tools

ITIL 4

A+

Network+

Job description

SALARY RANGE:

$78,588.00 - $125,740.00 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 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 Office of Information and Technology (BCIT) is seeking an End User Support Specialist II to serve as the first point of contact for executive level and other high-profile clients seeking technical assistance. Examples of these departments include, Mayor’s Office, Baltimore City Council and the Legal Department.

This executive level support desktop technician will represent the BCIT End User Support department as they engage with VIP clients, identify and document IT needs, perform troubleshooting, and determine the best solution for technical issues and queries. This position provides on-site coverage within the assigned departments to include their remote or satellite locations, along with 7x24x365 on-call coverage.

MINIMUM QUALIFICATIONS

On or before the date of filing the application, each candidate must:

EDUCATION: Have an associate degree

AND

EXPERIENCE:Have two (2) years of related technical experience.

OR

NOTE (EQUIVALENCIES): Have an equivalent combination of education and experience. Technical credentials may be substituted for six months of experience or education. Multiple certifications may receive additional credit towards education/experience.

LICENSES, REGISTRATIONS, AND CERTIFICATIONS: ITIL 4 / A+ / Network + certifications a plus

REQUIRED KNOWLEDGES, SKILLS AND ABILITIES

• Working knowledge of the principles, concepts and methodology at a proficient level in area(s) of assignment which has been gained by job experience or relevant advanced education.
• The ability to work independently with the exception of the most complex assignments.
• Work is primarily focused on the modification, development or maintenance of existing technology.
• Ability to resolve problems requiring analysis and the discernment of the most suitable solution(s)/processes(s) available.
• Ability to apply and enhance knowledge and skill to both usual and unusual issues.
• Needs minimal guidance in addressing unusual situations.
• Ability to perceive actions needed in relation to obtaining goals.
• Understands and can discuss the application and implications of changes to processes, policies, and procedures in the assigned area of responsibility.
• Successfully completes diverse tasks of the job.
• Applies new technology (as applicable): Learns to operate and maintain new technology; assists in transitions.
• Skilled in formulating routines and standards of practice to complete assigned tasks.

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 must be successfully completed.

Probation

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

Eligibility

Qualified candidates will be considered for vacancies as they arise, for a period of at least six months. The decision of the Director of Human Resources with respect to acceptable minimum qualifications is final.

Education Accreditation

Applicants’ education must be obtained from an accredited institution. Education credentials obtained out of the US must be evaluated for US equivalency. Evaluation agencies information may be obtained at www.naces.org.

SELECTION PROCESS

All candidates indicating the minimum qualifications on their applications will be placed on the eligible list without further examination. The training and experience of each candidate will be evaluated for appropriateness and quantity. It is essential, therefore, that you give complete and accurate information on your application. Vagueness or omission may prevent you from being considered for this position. Qualified candidates will not be listed in rank order.

Applicants must provide sufficient information on their application to show that they meet the minimum qualifications for this recruitment. Successful applicants will be placed on the employment certified eligible list for at least six months.

The examination will consist of a rating of your education, training, and experience as presented on your application and as they relate to the requirements of the position. You may be required to complete supplemental questions to further examine specific Knowledge, Skills and Abilities of the position. Therefore, it is important that you provide complete and accurate information on your application.

NOTE: Those eligibles who are under final consideration for appointment will be required to authorize the release of criminal conviction information.

Financial Disclosure

This position is required to complete a Financial Disclosure pursuant to Sections 7-7, 7-8, and 7-9 of the City Ethics Law. The initial financial disclosure must be submitted within 30 days of hire.

Your Recruiter: Ayomide Arodoye

If you have any questions, please contact Ayomide Arodoye , Recruitment & Talent Acquisition Specialist II via email at [e-mail]

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 Human Resources directly. Do not attach your request for accommodation to the application.

BALTIMORE CITY IS AN EQUAL OPPORTUNITY EMPLOYER