Information Technology Workstation Technician (Information Systems Support Specialist)

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.

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.

Examples of Duties and Knowledge, Skills and Abilities

(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.)

• Tracking and monitoring PC problems to ensure timely resolution for customers. JIRA Service Management system
• 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.
• Manage Active Directory, including creating and managing user accounts, setting up security groups, managing group policies, and maintaining the directory structure.
• Review and remediate all workstation security vulnerabilities, as well as deploy software updates and patches.

Technical Support Duties

• Determining requirements for application systems, file sharing, equipment, and data communications.
• Installing, configuring, upgrading, and troubleshooting hardware, software, and data communications.
• Configuring all software parameters for security and operational efficiency.
• Testing systems for integrity and performance.
• Troubleshooting, diagnosing, and resolving computer problems in both network/telecommunications and stand-alone environments.
• Providing support for multiple computer platforms, applications, and operating systems.
• Advising, training, and assisting users on optimum use of equipment.
• Ensuring installation of desktop hardware/software meets technical standards.
• Reviewing, preparing, and migrating all legacy/web application systems and documentation from development into production environments.
• Monitoring production environments for integrity and validity.
• Providing input on IT policies, standards, and procedures for operations, quality assurance, and security administration.
• Providing user training and documentation for hardware and desktop applications.
• Independently diagnosing desktop computing problems.
• Ensuring system security consistent with county policies and procedures.

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. Knowledge of current developments in information technology. Knowledge of micro, mini and personal computer hardware and software and of system setup and troubleshooting same. Knowledge of PC LAN system design and operation. Knowledge of a variety of office automation systems. Knowledge of the organization and operation of the business department to which assigned or the ability to rapidly acquire such knowledge. Knowledge of Quality Assurance and Information Technology security principles and practices. Knowledge of source and object code library management systems (e.g. Panvalet), Web application developers (e.g. WebSphere), and JCL (Job Control Language). Skill in migrating and implementing application software from a development stage to a production stage. 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, data base management systems, and integration of data between diverse systems. Ability to use and interpret technical manuals. Ability to install IS components, and 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 utilize effective communication skills when assisting co-workers with technological problems and requests. 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 overbally and in writing. Ability to apply policies, standards, and procedures in the absence of information technology management.

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) years experience in technical support and maintenance of computer systems, including the configuration and troubleshooting of hardware and software. 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. 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.

Supplemental Qualifications

Preference will be given to: 1) Experience with Google Suite 2) Public (Government) Sector Experience 3) Experience with Endpoint Management 4) Experience with documentation and experience in creating technical documentation for processes and user guides 5) Experience and knowledge of security and compliance requirements (e.g., HIPAA, CJIS, Medicaid best practices)