Internal IT Helpdesk (IT TECHNICAL SUPPORT SPECIALIST I)

Maryland; Baltimore (MD); On-site; USD 65,000 - 75,000; Full time

Job summary

The Maryland Department of General Services (DGS) seeks a Tier 1 IT support resource to provide front-line technical assistance for general IT issues and DGS applications. This role supports both internal State and local users and external vendors, following ITIL-aligned processes and change control practices.

You will troubleshoot user issues, assist with system maintenance, and document incidents while coordinating with the OIT helpdesk and other teams to ensure timely resolution.

Qualifications

• Experience maintaining and modifying operating systems for multipurpose computers.
• Familiarity with IT helpdesk practices and incident management.
• Strong customer service and technical communication.

Responsibilities

• Serve as the initial point of contact for IT questions and service requests.
• Diagnose and resolve common hardware, software, and account issues.
• Assist with password resets, MFA and onboarding/offboarding requests.
• Log and close incidents in the ITSM system and escalate when needed.
• Provide on-site and remote troubleshooting and basic admin tasks.

Skills

Operating systems

IT helpdesk

Customer service

Education

Bachelor's degree in IT

Tools

ITSM system

Job description

Introduction

The Maryland Department of General Services (DGS) supports State and local government agencies, as well as local non‑profit organizations and the citizens of Maryland, by providing facilities management, real estate and surplus property services, as well as security and law enforcement for State buildings. DGS is also responsible for a full spectrum of facilities, engineering, design and construction services, almost $1 billion in annual contract administration, and overseeing the State procurement process. Here at DGS, we truly Do Great Service… Consider joining our team! This recruitment is limited to candidates willing to accept employment on a contractual basis.

GRADE

STD 0018

LOCATION OF POSITION

Business Enterprise Administration

301 W Preston Street

Baltimore, MD 21201

Main Purpose of Job

This position supports the DGS Business Enterprise Administration (BEA), Office of Information Technology (OIT) as a technical helpdesk resource and central point of contact. The role provides front‑line technical assistance for general IT support under the direction of the Technology Manager. The primary responsibility of this position is to deliver Tier 1 technical support, including troubleshooting user issues, resolving incidents, and fulfilling service requests related to general IT and DGS applications. This role works closely with the OIT helpdesk team, application technical team, and other stakeholders to elevate issues as needed and ensure timely resolution. The position also supports system maintenance activities, including documenting issues, tracking tickets, and assisting with change requests and updates through established maintenance and change control processes. This role focuses on technical troubleshooting, user support, and system administration tasks, including account access, configuration support, and issue triage. It provides assistance to both internal users (State, Local, and Municipal employees) and external users (vendor community), ensuring a high level of customer service and adherence to IT support best practices. Additionally, this position monitors incoming requests, incidents, and system‑related inquiries to identify trends, improve system performance, and enhance the overall user experience. The role may also support basic system administration functions and serve as a backup for delegated system management responsibilities, ensuring continuity of operations across the application environment.

POSITION DUTIES

• Serve as the initial point of contact for IT‑related questions, incidents, and service requests.
• Diagnose and resolve common hardware, software, connectivity, account, and application issues.
• Assist with password resets, account access, permissions, MFA, and basic onboarding/offboarding requests.
• Provide accurate information on department policies, procedures, and best practices.
• Provide basic support for desktops, laptops, monitors, printers, mobile devices, and other end‑user equipment.
• Assist users with installation, configuration, updates, and basic troubleshooting of approved applications.
• Log, categorize, prioritize, update, and close incidents and service requests in the ITSM system.
• Escalate issues that cannot be resolved from Tier 1 to Tier 2, Do IT, application teams, vendors, or other appropriate support groups.
• Support equipment setup, account access, application access, and basic technology needs for new and departing employees.
• Use and contribute to knowledge articles, FAQs, troubleshooting guides, and standard operating procedures.
• Keep users informed about ticket status, troubleshooting steps, expected resolution, and escalations.
• Provide on‑site and remote assistance and troubleshooting using approved tools.
• Assist with tracking and maintaining information about assigned IT equipment.
• Follow State security procedures and identify and elevate potential security incidents, phishing attempts, or suspicious activity.
• Identify recurring issues and trends and report them to the appropriate IT support or management team.

MINIMUM QUALIFICATIONS

Experience: One year of experience maintaining and modifying operating systems for multipurpose, multi‑tasking computers.

• 1. Candidates may substitute thirty credit hours from an accredited college or university in Computer Information Technology, Computer Science, Management Information Systems or other information technology related field to include course work in machine or assembler computer languages, and operating system and data communication technology for multipurpose, multi‑tasking computers for the required experience.
• 2. Candidates may substitute experience operating multipurpose, multi‑tasking computer systems; or scheduling, controlling input and output or maintaining a tape library to process data on multipurpose, multi‑tasking computer systems; or converting data from project specifications by developing program code using third generation computer programming languages; or designing, developing and maintaining communications networks on a year‑for‑year basis for a high school education.
• 3. Candidates may substitute the possession of a Bachelor's degree from an accredited college or university in Computer Information Technology, Computer Science, Management Information Systems or other information technology related field to include course work in machine or assembler computer languages, and operating system and data communication technology for multipurpose, multi‑tasking computers for the required experience.
• 4. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer in the Computer Systems Operations classifications or Computer Systems Operations specialty codes in the Information Technology field of work on a year‑for‑year basis for the required experience.

DESIRED OR PREFERRED QUALIFICATIONS

• 1. Experience installing, testing, debugging, and maintaining operating system software or data communication software.
• 2. Familiarity with monitoring computer system performance and utilization, along with developing plans for modifying and upgrading operating systems.
• 3. Experience in managing IT inventory systems by tracking hardware and software assets while ensuring accurate equipment records are maintained.

LIMITATIONS ON SELECTION

This recruitment is limited to candidates willing to accept employment on a contractual basis.

SPECIAL REQUIREMENTS

Employees in this classification may be subject to call‑in 24 hours a day and, therefore, may be required to provide the employing agency with a telephone number where the employee can be reached.

SELECTION PROCESS

It is important that you provide complete and accurate information on your application. Please include all experience and education that is related to this position. All information concerning your qualifications must be submitted by the closing date; information submitted after the closing date will not be considered. Credit is given for relevant part‑time, temporary, or volunteer experience based on the number of hours worked per week; you must include the time spent on such activities on your application. Note that for any position requiring a college degree or college credit, you will be required to submit a college transcript prior to being offered a position. You may submit your transcript as part of the application process. Please note that selected candidates may be required to complete and successfully pass a State and Federal fingerprint background check prior to being hired. You must be legally authorized under the United States Immigration Reform and Control Act to be hired in the position for which you apply.

BENEFITS

Contractual employees who work for an agency covered under the State Employee and Retiree Health and Welfare Benefits Program, have a current employment contract and work 30 or more hours a week (or on average 130 hours per month) may be eligible for subsidized health benefits coverage for themselves and their dependents. As a contractual employee, you will be responsible for paying 25% of the premiums for your medical and prescription coverage, including any eligible dependents you have enrolled. The State of Maryland will subsidize the remaining 75% of the cost for these benefits. You can also elect to enroll in dental coverage, accidental death and dismemberment insurance, and life insurance, but you will be responsible for paying the full premium for these benefits.

Leave may be granted to a contractual employee who has worked 120 days in a 12‑month period. This leave accrues at a rate of one hour for every 30 hours worked, not to exceed 40 hours per calendar year.

DGS is an Equal Opportunity Employer