PC Support Technician

This position will be used to fill a full-time permanent, Information Systems
Support Specialist position within the Office of Information Technology located in the
Arundel Center in Annapolis, MD. This position provides lead training for cloud solutions
such as G Suite, serve as on-going adoption analyst for new technologies, solves
deployment challenges and works to create CM knowledge bases/artifacts for all
County staff. Provide secondary technical support for customer support center.
Including cloud based applications such as G Suite and other office automation
software. A background check is required for this position.
This position will be the change manager and primary point of contact for low/mid-level
complexity projects, lead the process of planning and delivering end user training
services; communicate the features and benefits of office automation solutions, Aid in
the analysis, design, testing, and support activities for adopted solutions; develop
adoption strategies and incorporate into planning documents; des i gn surveys to
measure change readiness, usage and satisfaction; conduct needs analysis to identify
business requirements and end users needs that may include training and evaluation;
and, to support daily activities of the County Help Desk to include answering trouble
calls and providing Tier 2 software resolutions.
This is an operational position to include training projects and working directly with end
users to insure a full understanding, troubleshooting and usage of new technologies. In
addition to specific project activities, technical support will include supporting a variety of
computer platforms and software. These systems include PC's and Tablets, softwares
such as: G suites, and similar technologies.
NATURE AND VARIETY OF WORK
Employees provide training classes, install and configure hardware and software,
troubleshoot and provide second line diagnosis for PC / Tablet hardware and software
problems, and provide help desk problem resolution.
Employees receive general supervision from a higher-level supervisor. Work is
reviewed in terms of effectiveness in meeting objectives. Guidelines in the form of
County and departmental policies and procedures, technical manuals, and computer
science principles and practices provide the parameters for employees to perform their
work. Employees are required to use sound judgment as necessary to modify, adapt, or

deviate from guidelines to accomplish work assignment objectives. Employees in this
class interact with both technical and non-technical staff within other County
departments.
Depending on the area of assignment, the work may involve bending, lifting and moving
boxes, walking, standing, may be sedentary in an office environment, and may include
the operation of a County vehicle for pick up and delivery of equipment. Employees may
be required to work an evening or night shift, some weekends, and include overtime
work.

Change Manager:

You will be the primary point of contact for low/mid-level complexity project customers to
lead them through the process of planning and delivering end user training and change
management services.

Communicate the features and benefits of G Suite and or other cloud based Office
Automation software.

Aid in the analysis, design, testing, and support activities for adoption solutions

Plan and manage effective meetings with users. Customizing agendas, presentation
templates, talking points, and activities.

Identify client stakeholders for a change champion program and clearly communicate
their roles and responsibilities when adopting new technologies.

Develop adoption strategies and incorporate into planning documents.

Design surveys to measure change readiness, usage, and satisfaction of new
technologies.

Gather end user requirements from technical documentation or project teams.

Conduct needs analysis to identify business requirements and end user needs for
training and evaluation.

Develop and customize documentation for communications, management briefings, end
user guides, and training to specific user groups, including departmental executives.

Apply modern learning theory to deliver training and launch events to large-scale
audiences.

New Technology Adoption Training:
Provides in-person and recorded user training and documentation for the use of new
applications, G Suite and other cloud systems.

Help Center:
Assists end users by troubleshooting hardware, software, data communications, and
related problems.
Provides user training and documentation for the use of hardware and desktop
applications
Assists with the creation and maintenance of documentation of standard procedures
and policies of OIT and the Help Center as related to PC set up, installation, and
problem diagnosis.
Tracks and monitors PC problems to insure a timely resolution for the customer.
Receives, logs, and processes calls for assistance with PC's and other computer
equipment.

Technical Support:
Determines requirements for applications systems, sharing of files and equipment, and
data communications.
Troubleshoots, diagnoses, and resolves computer problems in both
network/telecommunications and stand-alone environments.
Provides technical support for multiple computer platforms, applications, and operating
systems.
Advises, trains, and assists users on optimum use of equipment and ensures.

This position will be on the Public Safetyteam(Police, Fire, Sheriff, Detention) with a focus on Detention (two sites). This includes being on-site and badged for work inside Ordnance Road Correctional Center and Jennifer Raod Detention Center. The badging process requires an additional background check and provided training.