Information Technology Workstation Technician (Information Systems Support Specialist)

This position announcement will be used to fill a full-time, permanent, Information Systems Support Specialist vacancy in the Office of Information Technology with Anne Arundel County. This is technical support work at the full performance level involving the design, implementation, troubleshooting, and maintenance of a variety of computer platforms, operating and monitoring all multi-platform hardware and software, and providing assistance to PC and network/telecommunications systems users.&nbsp;<br><br>NATURE AND VARIETY OF WORK&nbsp;<br><span style="color: inherit; font-style: normal; text-indent: 0">The IT Technician provides advanced Level 3 support for computer systems and applications, encompassing the testing, implementation, and maintenance of hardware, software, and related systems. This role also involves managing workstation security vulnerabilities, deploying updates/patches, and creating user training and technical documentation.</span>(Note: The duties and responsibilities enumerated in this class specification are for the purpose of determining a common set of minimum qualifications and salary level for all positions in this class. They are not intended to include all of the essential functions of all positions in the class.)&nbsp;<br><br><ul><li><span style="color: inherit; font-style: normal; text-indent: 0">Tracking and monitoring PC problems to ensure timely resolution for customers. JIRA Service Management system</span></li><li><span style="color: inherit; font-style: normal; text-indent: 0">Recommend, implement, administer, deploy, and support county software, including but not limited to Google Workspace and MDM, Chrome, drive encryption, Manage Engine, Cisco Secure Endpoint, Tenable sensors, Microsoft Office, and print services.</span></li><li><span style="color: inherit; font-style: normal; text-indent: 0">Manage Active Directory, including creating and managing user accounts, setting up security groups, managing group policies, and maintaining the directory structure.</span></li><li><span style="color: inherit; font-style: normal; text-indent: 0">Review and remediate all workstation security vulnerabilities, as well as deploy software updates and patches.</span></li></ul><span style="color: inherit; font-style: normal; text-indent: 0">Technical Support Duties:</span><ul><li><span style="color: inherit; font-style: normal; text-indent: 0">Determining requirements for application systems, file sharing, equipment, and data communications.</span></li><li><span style="color: inherit; font-style: normal; text-indent: 0">Installing, configuring, upgrading, and troubleshooting hardware, software, and data communications.</span></li><li><span style="color: inherit; font-style: normal; text-indent: 0">Configuring all software parameters for security and operational efficiency.</span></li><li><span style="color: inherit; font-style: normal; text-indent: 0">Testing systems for integrity and performance.</span></li><li><span style="color: inherit; font-style: normal; text-indent: 0">Troubleshooting, diagnosing, and resolving computer problems in both network/telecommunications and stand-alone environments.</span></li><li><span style="color: inherit; font-style: normal; text-indent: 0">Providing support for multiple computer platforms, applications, and operating systems.</span></li><li><span style="color: inherit; font-style: normal; text-indent: 0">Advising, training, and assisting users on optimum use of equipment.</span></li><li><span style="color: inherit; font-style: normal; text-indent: 0">Ensuring installation of desktop hardware/software meets technical standards.</span></li><li><span style="color: inherit; font-style: normal; text-indent: 0">Reviewing, preparing, and migrating all legacy/web application systems and documentation from development into production environments.</span></li><li><span style="color: inherit; font-style: normal; text-indent: 0">Monitoring production environments for integrity and validity.</span></li><li><span style="color: inherit; font-style: normal; text-indent: 0">Providing input on IT policies, standards, and procedures for operations, quality assurance, and security administration.</span></li><li><span style="color: inherit; font-style: normal; text-indent: 0">Providing user training and documentation for hardware and desktop applications.</span></li><li><span style="color: inherit; font-style: normal; text-indent: 0">Independently diagnosing desktop computing problems.</span></li><li><span style="color: inherit; font-style: normal; text-indent: 0">Ensuring system security consistent with county policies and procedures.</span></li><li><span style="color: inherit; font-style: normal; text-indent: 0"><span style="color: inherit; font-style: normal; text-indent: 0">KNOWLEDGE, SKILLS, AND ABILITIES</span><br style="color: inherit; font-style: normal; text-indent: 0"><br style="color: inherit; font-style: normal; text-indent: 0"><span style="color: inherit; font-style: normal; text-indent: 0">Knowledge of computer science principles and practices to include knowledge of relational database systems, structured design and programming, data communications, quality assurance, information technology security and knowledge-based systems.</span><br style="color: inherit; font-style: normal; text-indent: 0"><br style="color: inherit; font-style: normal; text-indent: 0"><span style="color: inherit; font-style: normal; text-indent: 0">Knowledge of current developments in information technology.&nbsp;</span><br style="color: inherit; font-style: normal; text-indent: 0"><br style="color: inherit; font-style: normal; text-indent: 0"><span style="color: inherit; font-style: normal; text-indent: 0">Knowledge of micro, mini and personal computer hardware and software and of system setup and troubleshooting same.</span><br style="color: inherit; font-style: normal; text-indent: 0"><br style="color: inherit; font-style: normal; text-indent: 0"><span style="color: inherit; font-style: normal; text-indent: 0">Knowledge of PC LAN system design and operation.</span><br style="color: inherit; font-style: normal; text-indent: 0"><br style="color: inherit; font-style: normal; text-indent: 0"><span style="color: inherit; font-style: normal; text-indent: 0">Knowledge of a variety of office automation systems.</span><br style="color: inherit; font-style: normal; text-indent: 0"><br style="color: inherit; font-style: normal; text-indent: 0"><span style="color: inherit; font-style: normal; text-indent: 0">Knowledge of the organization and operation of the business department to which assigned or the ability to rapidly acquire such knowledge.</span><br style="color: inherit; font-style: normal; text-indent: 0"><br style="color: inherit; font-style: normal; text-indent: 0"><span style="color: inherit; font-style: normal; text-indent: 0">Knowledge of Quality Assurance and Information Technology security principles and practices.</span><br style="color: inherit; font-style: normal; text-indent: 0"><br style="color: inherit; font-style: normal; text-indent: 0"><span style="color: inherit; font-style: normal; text-indent: 0">Knowledge of source and object code library management systems (e.g. Panvalet), Web application developers (e.g. WebSphere), and JCL (Job Control Language).</span><br style="color: inherit; font-style: normal; text-indent: 0"><br style="color: inherit; font-style: normal; text-indent: 0"><span style="color: inherit; font-style: normal; text-indent: 0">Skill in migrating and implementing application software from a development stage to a production stage.</span><br style="color: inherit; font-style: normal; text-indent: 0"><br style="color: inherit; font-style: normal; text-indent: 0"><span style="color: inherit; font-style: normal; text-indent: 0">Skill in developing and maintaining operational documentation for production applications and processes for use by non-technical and technical staff.</span><br style="color: inherit; font-style: normal; text-indent: 0"><br style="color: inherit; font-style: normal; text-indent: 0"><span style="color: inherit; font-style: normal; text-indent: 0">Skill level in the use of spreadsheets, word processing, graphics, communications, data base management systems, and integration of data between diverse systems.</span><br style="color: inherit; font-style: normal; text-indent: 0"><br style="color: inherit; font-style: normal; text-indent: 0"><span style="color: inherit; font-style: normal; text-indent: 0">Ability to use and interpret technical manuals.</span><br style="color: inherit; font-style: normal; text-indent: 0"><br style="color: inherit; font-style: normal; text-indent: 0"><span style="color: inherit; font-style: normal; text-indent: 0">Ability to install IS components, and install and test software.</span><br style="color: inherit; font-style: normal; text-indent: 0"><br style="color: inherit; font-style: normal; text-indent: 0"><span style="color: inherit; font-style: normal; text-indent: 0">Ability to understand and apply basic quality assurance and computer/network security practices and departmental Information Technology security policy and standards.</span><br style="color: inherit; font-style: normal; text-indent: 0"><br style="color: inherit; font-style: normal; text-indent: 0"><span style="color: inherit; font-style: normal; text-indent: 0">Ability to utilize effective communication skills when assisting co-workers with technological problems and requests.</span><br style="color: inherit; font-style: normal; text-indent: 0"><br style="color: inherit; font-style: normal; text-indent: 0"><span style="color: inherit; font-style: normal; text-indent: 0">Ability to effectively communicate in verbal and written form.</span><br style="color: inherit; font-style: normal; text-indent: 0"><br style="color: inherit; font-style: normal; text-indent: 0"><span style="color: inherit; font-style: normal; text-indent: 0">Ability to work independently, and follow standard operating procedures and departmental policies and standards.</span><br style="color: inherit; font-style: normal; text-indent: 0"><br style="color: inherit; font-style: normal; text-indent: 0"><span style="color: inherit; font-style: normal; text-indent: 0">Ability to communicate effectively, both overbally and in writing.</span><br style="color: inherit; font-style: normal; text-indent: 0"><br style="color: inherit; font-style: normal; text-indent: 0"><span style="color: inherit; font-style: normal; text-indent: 0">Ability to apply policies, standards, and procedures in the absence of information technology management.</span><br></span></li></ul>Two years of course work with an AA certificate in electronic data processing from an accredited college, supplemented by courses in computer system administration or a related field; two (2) years experience in technical support and maintenance of computer systems, including the configuration and troubleshooting of hardware and software.&nbsp;<br><br>Note - Two (2) years of course work with an AA certificate in electronic data processing from an accredited college, supplemented by courses in computer system administration or a related field; may be substituted on a year-for-year basis with additional years of experience in technical support and maintenance of computer systems, including the configuration and troubleshooting of hardware and software for a combined total of four (4) years of education and experience in technical support and maintenance of computer systems, including the configuration and troubleshooting of hardware and software. These four (4) years must still be supplemented by coursework or certification in computer system administration or a related field.&nbsp;<br><br>Note - Two (2) years of experience in technical support and maintenance of computer systems, including the configuration and troubleshooting of hardware and software, may be substituted on a year-for-year basis with additional years of education in information technology or related degree program for a combined total of four (4) years of education and technical support and maintenance of computer systems, including the configuration and troubleshooting of hardware and software. These four (4) years must still be supplemented by coursework or certification in computer system administration or a related field. A year of education shall be defined as two (2) full-time semesters or 30 credit hours.Preference will be given to:&nbsp;<br>1) Experience with Google Suite&nbsp;<br>2) Public (Government) Sector Experience&nbsp;<br><span style="color: inherit; font-style: normal; text-indent: 0">3) Experience with Endpoint Management</span><br style="color: inherit; font-style: normal; text-indent: 0"><span style="color: inherit; font-style: normal; text-indent: 0">4) Experience with documentation and experience in creating technical documentation for processes and user guides</span><br style="color: inherit; font-style: normal; text-indent: 0"><span style="color: inherit; font-style: normal; text-indent: 0">5) Experience and knowledge of security and compliance requirements (e.g., HIPAA, CJIS, Medicaid best practices)</span>