NOC Support Tier I - (IT Tech I) - Non-Merit

Baltimore County; Towson (MD); On-site; USD 42,000 - 60,000; Full time

Job summary

Baltimore County in Towson is seeking a Tier I Service Desk professional to provide first-line technical support to internal customers. The role involves troubleshooting networked systems, devices, and applications, and delivering excellent customer service from a 39-hour weekly schedule.

The ideal candidate has a high school diploma with IT experience, plus ITIL certifications and relevant MCP/A+ or Network+ credentials. Knowledge of AD, Windows 10, SCCM, and Cherwell ITSM is important.

Qualifications

• High school diploma and a minimum of 2 years in IT service desk/NOC.
• College degree plus service experience in a Service Desk/NOC environment.
• ITIL Foundations certification preferred.
• ITIL Service Desk Analyst certification is a plus.
• MCP certification is desirable.
• A+ or Network+ training or certification recommended.

Responsibilities

• Serve as Tier 1 first-line technical support for internal customers on OIT’s Service Desk.
• Troubleshoot, solve problems, and provide support for networked systems and devices.
• Deliver friendly, thorough, and professional customer service.
• Receive inbound requests via phone, email or portal and create tickets.
• Resolve on first call when possible; escalate complex issues appropriately.
• Remotely troubleshoot, perform password resets, and monitor queues.
• Escalate Priority 1 issues with timely updates.
• Update documentation/knowledgebase and monitor the Data Center.
• Stay current on updated technologies.

Skills

Active Directory

Windows 10

SCCM

Strong communication

Troubleshooting

Education

High School Diploma + 2 years IT experience

College degree in IT field

ITIL Foundations

MCP

A+ or Network+

Tools

Cherwell ITSM

BeyondTrust (Bomgar)

Printer management

Job description

Regular Schedule: 39 hours per week

A Non-Merit vacancy exists in the Office of Information Technology, Service Desk

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

A list of eligible applicants will be established based on the examination as outlined below.

Current and future NOC Tier I vacancies occurring in the Office of Information Technology may be filled from the list of eligible applicants.

List all promotions and changes in job duties due to reclassification as separate work experiences 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.

• Serves as Tier 1 first-line technical support for internal customers on OIT’s Service Desk.
• 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.
• Serves as a Champion for OIT and provides friendly, thorough and professional customer service.
• Receives inbound service requests via phone, email or portal.
• Creates tickets, and provides first call resolution whenever possible by troubleshooting IT issues.
• 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.
• Monitoring the Data Center for issues and temperature extremes.
• Performs mainframe moves, adds, changes, and print jobs.
• Updates Team’s Documentation/Knowledgebase.
• Stays current on updated technologies.

Examples of other duties:

• Destroy hard drives.
• Assists with imaging PCs, prepping mobile devices.
• Assists other IT teams as needed.
• Other duties as assigned.

Licenses or Certificates

Computer and Networking certifications are a plus but not required.

Incumbents must be of good moral character and emotionally stable.

Scheduling and Work Hours

This position works an average scheduled workweek of 39 hours. Assigned shifts can be day or evening, with a requirement that the employee work weekend rotations, which are 12-hour shifts on both Saturday and Sunday. This position will periodically work on holidays.

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. Occasionally lift 50 pounds, sit, walk or stand for extended periods of time. 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.

Employment Background Investigation

Applicants selected for an appointment to a position in Baltimore County must successfully complete an employment background investigation, including but not limited to a criminal background, education and fingerprint check.

Education

Possession of a high school diploma plus a minimum of (2) years of technical and troubleshooting experience (IT Service Desk/NOC).

Experience

• a college degree and service experience in Service Desk/NOC environment;
• Information Technology Infrastructure Library (ITIL) foundations certification;
• Information Technology Infrastructure Library (ITIL) Service Desk Analyst certification;
• MCP certification;
• A-Plus training or certification and/or
• Network Plus training or certification.

Knowledge, Skills, and Abilities

• Must be familiar with Active Directory, Windows 10, SCCM, printer management, Beyond Trust (formerly Bomgar), Microsoft Office, Cherwell ITSM or similar ticketing system.
• Must have excellent communication and problem-solving skills.
• Be able to work independently with little supervision and have an understanding of basic networking principles (DNS, DHCP, and TCP/IP).
• Knowledge of the principles and practices of Information Technology.

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.