Help Desk Specialist

About the Department

Non-exempt/Exempt (dependent on level) Full-time; 40 hours per week; Monday - Friday; varied hours 7:00 a.m. - 5:00 p.m.; full-benefits

This technical position is a member of the Interagency Information Technology Division (IIT) Services Management team, responsible for providing high-quality, end-user support and training to a client base of approximately 3,000 employees and their computing technology. The position will assist in configuring, deploying, repairing, replacing and troubleshooting all computer/peripheral hardware and PC operating systems, and providing first, second or third tier (depending on placement level) end user support in the Frederick County government technical environment in accordance with departmental procedures. Independent judgment is required in order to recognize unusual conditions by monitoring console activity and responding appropriately; and to troubleshoot and answer support questions from the user community according to established standards. Supervision is received from the Services Management Functional Supervisor.

NOTE: The upper pay range reflects possible wage rates for internal County transfers and promotions, which are calculated per County policy.  For external hires, offers are made at the base wage rate, with limited exception.

Frederick County Government values the principles of diversity and inclusion, and strives to ensure equal opportunities for its workforce, applicants and community members.  If you are a person who wants to make a difference, give back to your community, and be a voice for change, apply to Frederick County Government today.

TOTAL COMPENSATION PACKAGE:
Frederick County offers an extensive compensation package to reflect how highly we value our employees. The following is what you can expect in your first year as a full-time benefited Frederick County Government employee.  

• 11 days of Vacation leave with increase after 2 years of employment
• 15 days of Sick leave with unlimited annual carryover
• 11 paid holidays, plus 2 additional floating holidays (10 and 11 month employees may not receive all holidays)
• Day 1 coverage of comprehensive Medical Insurance Plan options to include generous County Health Savings Account (HSA) contribution (if enrolled in the high-deductible plan). This is part of a full range of benefits including Dental, Vision, and Flexible Spending
• Employee Health Center with no or low-cost primary and urgent care
• 100% County paid 2x annual salary Group Term Life Insurance and Accidental Death & Dismemberment (AD&D) benefit
• County and Employee funded Defined Benefit Pension Plan 
  • Vesting after 5 years of service
  • Additional service credit for eligible previous public service, military service, etc.
• Work/Life balance programs include: Employee Assistance Program and Employee Wellness Program
• Generous Tuition Reimbursement Program
• Other employee-paid benefits such as Deferred Compensation Plan, Legal Resources, Supplemental Life Insurance, Critical Illness, Accident, and Hospital Indemnity Insurance, Lifetime Benefit with Long Term Care plan

NOTE: Benefited employees will accrue service and leave based on the FTE and/or hours worked per calendar year. 

For more information, visit our benefits page on the Frederick County Government job opportunities webpage.

Position Duties

Help Desk Specialist II Duties: 

• Utilize the IIT call tracking software to support customers, following IIT standards and procedures for appropriately resolving or escalating in person, online or by phone
• Install, configure, deploy, repair, replace, troubleshoot and maintain various supported software and hardware devices including: desktop computers, laptops, mobile devices, thin clients, multifunction printers, memory, hard drives, power supplies, CD/DVDs, network connections, applications, accounts/ passwords, file and folder access, and device drivers according to IIT protocols
• Maintain hearing/meeting room desktops with current patches and software
• Assess and apply service packs and updates as necessary with direction and supervision
• Work with vendors for warranty repairs, replacements and other hardware concerns
• Summarize data into reports and maintain basic reports; assist with compiling data
• Research hardware solutions and accessories and provide part numbers and costs to decision makers for approvals and budget considerations
• Monitor consoles, network conditions and servers and recognize basic network, desktop and application error conditions, as needed escalate alarm conditions and communicate problems accurately to appropriate staff
• Load and unload equipment and drive County vehicles to user locations
• Assist with testing and provide appropriate feedback for existing and new processes, patches, operating systems, software and hardware
• Provide basic troubleshooting for remote connections, network access, FCG TV channel 19, and IIT alarm conditions or reported downtime outages
• Assist with creating desktop images for PCs and laptops with some direction and supervision
• Train and support Help Desk Specialist employees
• Adjust and update desktop configurations, including altering user profiles (locally and across network) and customizing standard enterprise desktop and printer settings aligned with IIT standards
• Troubleshoot basic security settings, local security policy, Internet connection firewall settings
• Identify and recommend opportunities for process and technology improvements to management
• Represent IIT as member of project teams
• Suggest and write online tech tips, FAQs, and handouts for supported hardware, software, and processes
• Diagnose and resolve basic TCP/IP network errors (invalid/duplicate IP address, invalid password, and unknown domain); add/support network printers; identify network protocols and services
• Diagnose desktop problems, including locating and interpreting system, application and error logs
• Use concise and appropriate basic communication to assist with customer information and broadcast emails, including management and IIT awareness and transparency per IIT protocols
• Develop and conduct classroom and seminar style training sessions on supported software applications
• Balance self-directed projects with organizational priorities to accomplish organizational goals with minimal supervision
• Perform other related duties as required

Help Desk Specialist III Duties:

• All Help Desk Specialist II duties and responsibilities plus what is listed below
• Train and support Help Desk Specialist employees
• Handle tier 2 service calls effectively as in-house services expert using superior customer communication and follow-up skills
• Administer the IIT standard call tracking application
• Recommend Help Desk/Services process updates to management, document approved changes
• Lead help desk/services recommendations and projects for efficiencies and proactive solutions across multiple departments within IIT and across the enterprise organization
• Plan desktop enterprise migrations and upgrades following IT protocols
• Evaluate and recommend new technologies, upgrades, migrations and improvements including research and present costs, benefits, risks; plan, manage and evaluate pilot projects; research and present alternative solutions to reduce costs and/or improve productivity
• Show initiative, effective collaboration and management transparency while working within a project team from project design through post implementation evaluation
• Contribute proactively to solving problems to reduce reactive troubleshooting and downtime
• Demonstrate desktop support mastery, including proactive prevention and troubleshooting and conducting enterprise desktop migrations and upgrades with minimal supervision
• Use network, desktop and server skills strong enough to liaison between customers and IIT departmental teams for troubleshooting and planning
• Identify and promote task, applications and processes training, especially free online options
• Lead IIT communication efforts using appropriate communication tools – in person, telephone, email, etc. – to effectively get the message to the intended audience. Show advanced communication skills by recommending and proofing voicemail scripts, broadcast email texts and other standard forms of communication (newsletter, FAQ, etc.)
• Assist in planning and implementing application upgrades, migrations, patch/fixes and other events across the enterprise, including notification and alternatives planning
• Assist with technology testing, evaluation, test plans, deployment, RFPs, RFIs, RFQs
• Assume trainer role for "train the trainer" opportunities; effectively train colleagues and users with skills learned
• Perform other duties as assigned

Senior Help Desk Specialist Duties:

• All Help Desk Specialist III duties and responsibilities plus what is listed below
• Evaluate and recommend new technologies, upgrades, migrations, and improvements including research and present costs, benefits, risks; plan, manage and evaluate pilot projects; research & present alternative solutions to reduce costs and/or improve productivity
• Plan desktop enterprise migrations and upgrades following IT protocols with minimal supervision, appropriately seeking management direction when needed
• Manage multiple service projects independently; demonstrate clear project understanding, keep management appropriately appraised of status and progress from design through evaluation
• Analyze permission requirements and escalate inconsistencies and errors per IIT protocols
• Assist with creating and proofing logon/logoff scripts and batch files, test new scripts and files
• Lead Help Desk/Services recommendations and projects for efficiencies and proactive solutions across multiple departments within IIT and across the enterprise organization
• Serve as in-house expert in multiple IT services areas, demonstrating the ability to expertly handle Help Desk/Service calls, emergency outages and diffusing hostile customers
• Ability to train and provide in-house support for all Help Desk Specialists
• Assume trainer role for "train the trainer" opportunities and then effectively train colleagues and users with skills learned
• Demonstrate strong institutional knowledge to assist other IIT teams in various projects, troubleshooting, incident responses, customer notifications, unintended consequences
• Perform other related duties as required

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The essential duties do not cover all duties that may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

Minimum Qualifications

The qualifications/requirements, knowledge/skills/abilities and physical requirements or working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  

Help Desk Specialist II (Nonexempt; $26.5431 - $45.1233):

• Associate's degree
• Minimum 2 years of Information Technology (IT) work experience
• Possession of a valid automobile operator's license
• NOTE:  Additional related experience may substitute for the degree requirement; Related technical certifications may reduce the work experience requirement (CompTIA A+, Microsoft, Cisco, and Google IT Support certifications) 

Help Desk Specialist III (Exempt; $63,209.57 - $107,456.27):

• Associate's degree
• Minimum 4 years of Information Technology (IT) work experience
• Possession of a valid automobile operator's license
• NOTE:  Additional related experience may substitute for the degree requirement; Related technical certifications may reduce the work experience requirement (CompTIA A+, Microsoft, Cisco, and Google IT Support certifications) 

Senior Help Desk Specialist (Exempt; $67,634.24 - $114,978.20):

• Bachelor's degree 
• Minimum 3 years of Information Technology (IT) work experience
• Possession of a valid automobile operator's license
• NOTE:  Additional related experience may substitute for a portion of the degree requirement; Related technical certifications may reduce the work experience requirement (CompTIA A+, Microsoft, Cisco, and Google IT Support certifications) 

NOTE: At the discretion of IIT administration, this position may be staffed at the level of Help Desk Specialist II, Help Desk Specialist III, or Senior Help Desk Specialist based upon the qualifications of the applicant.

KNOWLEDGE / SKILLS / ABILITIES:

• Ability to maintain County Authorized Driver privileges
• Strong and effective spoken and written (English) communication skills including the ability to troubleshoot operating problems with users, discuss applications and technical information, address user questions on their level, and document implementation guidelines for co-workers
• Ability to effectively organize duties, determine priorities and complete assigned work with minimal supervision
• Ability to develop and maintain effective working relationships with co-workers, customers, management and vendors
• Working knowledge of Windows operating systems in a multi-user environment
• Ability to work effectively and independently at high level of customer support, with ability to demonstrate effective organization, attention to detail and protocols, and compliance with confidentiality and ethical standards
• Ability to resolve calls from users in a help desk environment and at client locations
• Initiative to keep technical skills and IIT process and procedural knowledge current
• Understand basic TCP/IP network protocols
• Understand basic Windows Active Directory at a level to provide support, with the ability to research user access issues and reset user passwords

PREFERENCE MAY BE GIVEN FOR:

• Degrees in an information technology field 
• Current IT certifications 
• Experience providing customer service in a high-volume environment 
• Experience using and supporting a case tracking or customer relationship management application 
• Experience providing technology training 
• Experience with Windows operating systems in a multi-user environment 
• Experience with Microsoft Active Directory and/or Azure Active Directory at a level to provide support 
• Working with Microsoft 365 applications
• Mobile device management work experience
• Endpoint configuration or policy work experience
• Work experience with Project Management processes and software

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS: 

• While working in this position, the employee is required to constantly sit; frequently performing repetitive motions; occasionally walking and stooping; and rarely lifting up to 50 pounds, pushing up to 40 pounds and pulling up to 40 pounds
• While working in this position, the employee is required to constantly work indoors; occasionally work in a noisy environment and rarely with in a dirty and dusty environment; in confined spaces and near chemicals or fumes

Other Qualifications

• Available for occasional alternate shift assignments as needed to accommodate and support initiatives or staffing requirements
• This position is designated as security-sensitive and requires a satisfactory background investigation, conducted by the Frederick County Sheriff's Office, in accordance with established Frederick County policy

KIND OF EXAMINATION (may include):
1) An evaluation of training and experience     
2) One or more interviews, to include a mock training presentation              
3) A pre-employment Security Sensitive background investigation
4) A pre-employment physical examination and drug test

 

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