Tier 1 Helpdesk Support

Introduction

The Maryland Department of General Services (DGS) supports State and local government agencies, as well as local non-profit organizations and the citizens of Maryland, by providing facilities management, real estate and surplus property services, as well as security and law enforcement for State buildings. DGS is also responsible for a full spectrum of facilities, engineering, design and construction services, almost $1 billion in annual contract administration, and overseeing the State procurement process. Here at DGS, we truly Do Great Service... Consider joining our team!


GRADE


18


LOCATION OF POSITION


DGS Business Enterprise Administration
301 W. Preston Street


Baltimore, MD 21201

This position is eligible for a hybrid work schedule.

Main Purpose of Job


The IT Functional Analyst II, provides frontline technical support and centralized application assistance for DGS enterprise systems, including Maryland's eMaryland Marketplace Advantage (eMMA) procurement platform and related business applications. This position delivers Tier 1 IT support services by troubleshooting user issues, resolving incidents, managing service requests, and ensuring timely escalation and resolution in coordination with technical teams and stakeholders.


POSITION DUTIES

Duties to include but not limited to:
• Serves as a primary technical support resource and centralized point of contact for enterprise application and platform support, delivering responsive customer service to internal government agencies and external stakeholders.
• Provides Tier 1 helpdesk support by diagnosing technical issues, performing remote troubleshooting, resolving user incidents, and escalating complex matters to Tier 2 support and program leadership when necessary.
• Guides users through issue resolution processes, account access support, and platform functionality while promoting self-service resources and adherence to established operational procedures and best practices.
• Manages and maintains detailed service records, incident documentation, customer communications, and resolution tracking within enterprise helpdesk ticketing systems to support accountability and operational transparency.
• Collaborates with cross-functional technical and business teams to identify process improvements, communicate customer feedback, and enhance system performance, user experience, and service delivery standards.
• Supports system administration activities, including troubleshooting remedies, assisting with bug resolution, configuration support, and maintaining continuity of operations for mission-critical applications.
• Assists with procurement-related requirements gathering, business process documentation, and stakeholder coordination to support evolving operational and system needs.
• Participates in implementation testing, system configuration validation, and change management activities while maintaining technical proficiency through ongoing vendor training and platform expertise development.
• Develops and maintains technical documentation, configuration records, audit materials, disaster recovery resources, and supplemental training materials to ensure continuity of service and operational compliance.

MINIMUM QUALIFICATIONS

Experience: Two years of experience providing problem analysis and ongoing user support, coordinating system development and implementation, and training users on the functionality of applications for agency or statewide systems housed on mainframe computers or large client server platforms.


Notes:


1. Candidates may substitute the possession of an Bachelor's degree from an accredited college or university in Accounting, Finance, Business Administration, Public Administration, Human Resources Management, Information Technology or other related field with specific coursework in the structure and use of automated information systems and one year of experience providing problem analysis and ongoing user support, coordinating system development and implementation, and training users on the functionality of applications for agency or statewide systems housed on mainframe or large client server platforms for the required experience.


2. Candidates may substitute the possession of an Associate's degree from an accredited college or university in Accounting, Finance, Business Administration, Public Administration, Human Resources Management, Information Technology or other related field with specific coursework in the structure and use of automated information systems and one year and six months of experience providing problem analysis and ongoing user support, coordinating system development and implementation, and training users on the functionality of applications for agency or statewide systems housed on mainframe or large client server platforms for the required experience.


3. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer in the Cyber and Information Systems classifications or Cyber and Information specialty codes in the Information Technology field of work on a year-for-year basis for the required experience.


DESIRED OR PREFERRED QUALIFICATIONS

Strong preference will be given to applicants who possess the following preferred qualification(s). Include clear and specific information on your application regarding all qualifications.
• Two (2) or more years of experience within the last five (5) years providing IT helpdesk or technical support services, including troubleshooting hardware, software, and application issues in an enterprise environment.
• Two (2) years of experience working on a customer support helpdesk, with a focus on incident management and user support.
• Two (2) years of experience supporting an IT service desk, including ticket triage, escalation, and resolution using standard ITIL practices.
• Proficiency in using CRM or ITSM tools (e.g., ServiceNow, FreshDesk, Jira, Confluence or similar) for tracking and managing support requests.
• Working knowledge of enterprise systems such as Ivalua, or similar financial/ERP systems, including user support and basic troubleshooting.
• Proficiency in Google Workspace and Microsoft Office products and applications.


SELECTION PROCESS

It is important that you provide complete and accurate information on your application. Please include all experience and education that is related to this position. All information concerning your qualifications must be submitted by the closing date; information submitted after the closing date will not be considered. Credit is given for relevant part-time, temporary or volunteer experience based on the number of hours worked per week; you must include the time spent on such activities on your application.


Note that for any position requiring a college degree or college credit, you will be required to submit a college transcript prior to being offered a position. You may submit your transcript as part of the application process.


The examination for this position will consist of a rating of your education, training and experience related to the requirements of the position. Successful candidates will be placed on the employment eligibility list categorized as BEST QUALIFIED, BETTER QUALIFIED, or QUALIFIED. The eligibility list will be valid for one year and may be extended. The list will be used by the hiring authority to select employees for interviews. Eligible lists may be used to fill future vacancies of the same classification.


Please note, selected candidates may be required to complete and successfully pass a State and Federal fingerprint background check prior to being hired.
You must be legally authorized under the United States Immigration Reform and Control Act to be hired in the position for which you apply


BENEFITS

The State of Maryland offers a generous benefits package that includes:


- Tuition reimbursement for those who qualify


- Flexible work schedules and telework opportunities for many positions


- Free mass transit in Baltimore & Annapolis


- Generous paid leave that increases with years of service


- Paid holidays


- Health coverage with low out-of-pocket costs


- Employee & employer contributory pension plan


Click on the link below for more information.


STATE OF MARYLAND BENEFITS

FURTHER INSTRUCTIONS

Contact View email address on click.appcast.io or call View phone number on click.appcast.io with questions about this recruitment. The online application process is STRONGLY preferred. Apply online at dgs.maryland.gov - Human Resources & Employment and Current Openings. If you are unable to submit your application online, please send your paper application to: Human Resources, Dept. of General Services, 301 W. Preston St., Suite 1311, Baltimore, MD 21201 by the closing date and time. TTY Users: call via Maryland Relay

As an equal opportunity employer, Maryland is committed to recruiting, retaining, and promoting employees who are reflective of the State's diversity. People with disabilities and bilingual candidates are encouraged to apply. We thank our Veterans for their service to our country.