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; design 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 Safety team (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.
Ability to effectively communicate in verbal and written form.
Ability to work independently, and follow standard operating procedures and
departmental policies and standards.
Ability to communicate effectively, both orally and in writing.
Ability to apply policies, standards and procedures in the absence of information
technology management.
Knowledge of computer science principles and practices, including knowledge of
relational database systems, structured design and programming, data
communications, quality assurance, information technology security and
knowledge-based systems.
Knowledge of a variety of office automation systems.
Knowledge of the organization and operation of business department to which assigned
or the ability to rapidly acquire such knowledge.
Skill in developing and maintaining operational documentation for production
applications and processes for use by non-technical and technical staff.
Skill level in the use of spreadsheets, word processing, graphics, communications,
database management systems, and integration of data between diverse systems.
Ability to use and interpret technical manuals.
Ability to install IS components, install and test software.
Ability to understand and apply basic quality assurance and computer/network security
practices and departmental Information Technology security policy and standards.
Ability to work with and provide assistance and training to non-technical staff-clerical,
and professional and managerial.
MINIMUM QUALIFICATIONS:
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) or more years of experience in technical support and maintenance
of computer systems, including the
configuration and troubleshooting of hardware and software.
Note: This position is a safety sensitive position and employees in this position are
subject to Controlled Dangerous Substance (CDS) and Alcohol testing.
SUPPLEMENTAL QUALIFICATIONS:
This position will require a background check and verification. Preference will be given
to applicants who possess experience with: - G Suite (mail, calendar, drive, Docs and
sheets) - installation and troubleshooting of PC hardware (Dell, MS Surface, I-Pads and
software - providing technical support for PC hardware, software and network -
upgrading and maintenance of personal computer hardware logging and ticketing
software HEAT
Date Posted: 13 April 2025
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