Doit End User Support Spec Supervisor

2 weeks ago

Baltimore, United States State of Maryland Full time

**Introduction**:
The Department of Information Technology (DoIT) leads the State in the creation and implementation of information technology solutions that improve IT infrastructure and government services and keep Maryland current within IT industry trends.

**GRADE**:
STD 0019

**LOCATION OF POSITION**:
Dept. of Information Technology

301 W. Preston St.

Baltimore, MD 21201

**Main Purpose of Job**:
The End User Support Specialist Supervisor (EUSSS) is responsible for supervising DoIT End User Support Specialists and DoIT End User Support Specialist Ld/Adv team members who support one or more State agencies with all of their end user technology needs.

This includes, but is not limited to, maintenance and management of desktop computers, laptops, tablets, mobile devices, printers, and related hardware and software which is specific to each agency’s needs. This position will provide direct supervision of staff in providing technical guidance and advice in the areas of user support, hardware and software installation, production control, and other customer facing IT support function. This position is responsible for supporting all Windows based operating systems including current as well as legacy versions. This position is responsible for supporting standard productivity software as determined by DoIT and the agencies DoIT supports including but not limited to Microsoft Office, G Suite, and Adobe. While Google Chrome is the State’s preferred web browser, familiarity with other browsers is expected.

This position is also expected to support video conference tools such as Zoom, WebEx, Cisco Jabber, GoToMeeting, and Google Meet. This position requires exceptional written and verbal communication skills as well as customer service and interpersonal skills.

**POSITION DUTIES**:
**Supervise technical staff**
- Supervise and train lower level DoIT End User Support Specialists. Oversees work of direct reports, and/or take corrective action in the performance of the employee’s duties, approve timesheets, complete employee performance evaluations and other related supervisory duties.

**IT Hardware & Software Support**
- Ensure direct reports are performing assigned end user IT hardware & software duties for their assigned agencies and at times may assist in performing these same duties.
- Troubleshoot and resolve complex IT issues with desktop/laptop/tablet/mobile device hardware, software, network connectivity, and other factors affecting systems operations and performance that become escalated or are hard to figure out.
- Ensure upgrades/service packs are installed on schedule.

**Customer Service/Tickets**
- Customer service is a critical function of this role and as such, manage assigned tickets to direct reports so as to meet established SLO/SLA’s and meet/exceed customer expectations.
- Ensure direct reports are using the ServiceNow system to create, update and resolve completed tickets for every user interaction.

**Technical Guidance and IT Collaboration**
- Collaborate and consult with End User Support team members, peers, and other DoIT support groups on solving technical issues, research and investigate solutions and workarounds by partnering with DoIT technical teams and peers.

**Manage Technical Projects**
- Manage technical projects and ensure staff provide timely updates on project status. Ensures appropriate level of documentation for project related work is maintained by direct reports. Report project related issues, milestones, and completion of deliverables to Technology Platform managers and peers.

**IT Asset & Inventory Support**
- Ensure direct reports are completing DoIT’s physical inventory for the site(s) as assigned. Manage the completion and capture of physical inventory for DoIT supported sites and support the process for capturing moves, adds, and changes to reconcile with the asset database and ensure inventory is maintained accurately in accordance with DoIT asset policies.

**MINIMUM QUALIFICATIONS**:
**Education**: Graduation from an accredited high school or possession of a high school equivalency certificate.

**Experience**: Five years of experience providing client-side computer hardware and software assistance to supported end users. This includes providing technical guidance to users and diagnosing and resolving issues, coordinating configurations and installations, installing system software and hardware and general troubleshooting of PC hardware and software.

**Notes**:
1. A Vocational Certificate, a Microsoft Certified Product Specialist certification, or an equivalent certification and one additional year of experience providing client-side computer hardware and software assistance for supported end users may be substituted for the required education.

**DESIRED OR PREFERRED QUALIFICATIONS**:

- Must currently be in a DoIT End User Support Specialist Lead role, leading lower level End User Support Specialists.
- Experience troubleshooting & resolving c

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