End User Support Specialist II - BCIT

SALARY RANGE:

$74,803.00 - $119,684.00 ANNUALLY

GET TO KNOW US

Welcome to the City of Baltimore! Experience the reward of a fulfilling career and enjoy the added element of excitement in a vibrant, diverse atmosphere. The City of Baltimore offers limitless opportunities to help drive social impact, both on the job and in the community, while serving its citizens. Join us in making Baltimore a great place to live and work. In the City of Baltimore, we hire great people and provide them with the skills and opportunities to grow toward their career aspirations. If you are looking for a career change or interested in learning more, explore our opportunities and benefits programs. We are excited to have you as a part of the City of Baltimore Team! The city offers medical, prescription drug, dental, vision, optional life, AD&D, and FSA plans. This office also supplies wellness programs, support groups, and workshops. You can learn about our benefits here: https://humanresources.baltimorecity.gov/hr-divisions/benefits

CLASS DEFINITION

An End-User Support Specialist II provides oversight for the customer support process such as customer communication, incident management, and request fulfillment and they work with other technical teams to develop and complete requests and to ensure a high level of IT customer service.

MINIMUM QUALIFICATIONS

On or before the date of filing the application, each candidate must:

EDUCATION: Have an associate degree

AND

EXPERIENCE: Have two (2) years of related technical experience.

OR

NOTE (EQUIVALENCIES): Have an equivalent combination of education and experience. Technical credentials may be substituted for six months of experience or education.  Multiple certifications may receive additional credit towards education/experience.

LICENSES, REGISTRATIONS, AND CERTIFICATIONS: ITIL 4 / A+ / Network + certifications a plus

**APPLICATION DEADLINE: Please submit your application no later than 12:00 AM on the closing date to be eligible for consideration. 

REQUIRED KNOWLEDGES, SKILLS AND ABILITIES

• Working knowledge of the principles, concepts and methodology at a proficient level in area(s) of assignment which has been gained by job experience or relevant advanced education.

• The ability to work independently with the exception of the most complex assignments.

• Work is primarily focused on the modification, development or maintenance of existing technology.

• Ability to resolve problems requiring analysis and the discernment of the most suitable solution(s)/processes(s) available.

• Ability to apply and enhance knowledge and skill to both usual and unusual issues.

• Needs minimal guidance in addressing unusual situations.

• Ability to perceive actions needed in relation to obtaining goals.

• Understands and can discuss the application and implications of changes to processes, policies, and procedures in the assigned area of responsibility.

• Successfully completes diverse tasks of the job.

• Applies new technology (as applicable): Learns to operate and maintain new technology; assists in transitions.

• Skilled in formulating routines and standards of practice to complete assigned tasks.

ADDITIONAL INFORMATION

Background Check                                        

Eligible candidates under final consideration for appointment to positions identified as positions of trust will be required to complete authorization for a Criminal Background Check and/or Fingerprint must be successfully completed. 

Probation 

All persons, including current City employees, selected for this position must complete a mandatory six-month's probation.

Eligibility 

Qualified candidates will be considered for vacancies as they arise, for a period of at least six months. The decision of the Director of Human Resources with respect to acceptable minimum qualifications is final.                                                             

Education Accreditation 

Applicants’ education must be obtained from an accredited institution. Education credentials obtained out of the US must be evaluated for