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Endpoint Support Technician

4 months ago

Towson, United States Baltimore County, MD Full time

**Salary**
- $33.09 - $47.25 Hourly**Location**
- Towson, MD**Job Type**
- NON-MERIT**Job Number**
- NM.133 6-2024 OIT**Department**
- INFORMATION TECHNOLOGY**Opening Date**
- 06/13/2024**Closing Date**
- 6/20/2024 4:30 PM Eastern**DESCRIPTION**

**BENEFITS**

Regular Schedule: 34 hours per week

A Non-Merit vacancy exists in the Office of Information Technology.

Non-Merit positions are not classified within the Baltimore County Government Classification and Compensation Plan.

A list of eligible applicants will be established based on the examination as outlined below.

Current and future vacancies occurring in any Office or Department of Baltimore County General Government may be filled from the list of eligible applicants.

**Examples of Duties**:
**EXAMPLES OF ESSENTIAL DUTIES**
Assist all our users with any logged IT related incident when called upon.

Troubleshoots, and resolves: When assigned an incident, take ownership of the issue by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible utilizing remote tools when appropriate. Escalates incidents to other support teams where necessary.

Maintains excellent level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.

Maintain excellent verbal and written communication skills with the ability to communicate effectively with both technical and non-technical colleagues/customers at all levels of local government.

Relays customers' needs to management and/or customer relationship managers.

Consistently performs as a highly motivated team player with the skills and ability to manage changing priorities.

Accurately records, updates and documents service responses using the IT ticketing system.

Images and installs PCs and laptops, providing replacements as necessary. Also installs and maintains peripherals (printers, scanners, copiers, projectors, etc) as necessary.

Participates in internal training as necessary to keep up to date with the latest technology and internal system processes.

Identifies recurring issues and escalates as needed.

Works on projects under the direction of a project manager.

Creates and updates documentation describing configurations, processes, etc.

Other duties as assigned.

(Note: The duties and responsibilities listed above are for the purpose of determining a common set of minimum qualifications for all positions in this class. They may not include all of the essential job functions of each position in the class. Each position may not be required to perform all of the essential job functions listed.)

**Qualifications**:
**Education**: Must possess at least AA Degree from an accredited college or university in Information Technology, Computer Science, Computer Engineering or related field. Will substitute one year relevant work in lieu for every year of education.
- At least four (4) years’ of experience with Microsoft products and technologies (preferably in an Enterprise environment), network troubleshooting. Experience interfacing with customers and translating their requirements into solutions. Work well in a team environment.
- **Knowledge, Skills, and Abilities**:
Must have at least four (4) years’ of experience in a multi-platform/vendor networking environment, including extensive hands on experience with products such as: Microsoft Windows 10 and Windows 11, Microsoft Office Suite, and ticketing systems. Must have an understanding of networking principles, Active Directory and Group Policies.- Additional relevant experience may be substituted on a year-for-year basis for the required education.

**Licenses or Certificates**:

- Possession of High School Diploma or GED equivalent is required.
- **Proof of Licenses, Certifications and Education**
Applicants are required to submit proof of licenses, certifications and education beyond high school to meet the required and preferred qualifications of the position. Diplomas or transcripts must show the applicant’s major field of study. Copies and unofficial transcripts are acceptable.- **Proof of Degree Equivalency**
- Mail or deliver documents to:

- ATTN: Endpoint Support Technician
- Office of Human Resources
- Baltimore County Government
- 308 Allegheny Ave.
- Towson, MD 21204- **EXAMINATION PROCEDURE**Conditions of Employment**:
Incumbents must be of good moral character and emotionally stable.

This position works an average scheduled workweek of 34 hours, Monday through Friday. May occasionally require additional hours, which may include weekends, evenings and holidays. 24 x 7 on call required for production problems.

Employees hired after July 1, 2022 are required to participate in the Baltimore County Employees' Retirement System, with very limited exceptions.

**Physical and Environmental Conditions**
Occasionally lift 50 pounds, sit, walk or stand for extended periods of time.

Must have own vehicle and a class C d