VIP End-User Support Specialist II

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

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.