NOC Tier I - Non-Merit
Baltimore County - towson, MD
Apply NowJob Description
Salary: $31.15 - $43.72 Hourly Location : Towson, MD Job Type: NON-MERIT Job Number: NM.OIT Department: INFORMATION TECHNOLOGY Opening Date: 10/17/2024 Closing Date: 10/31/2024 4:30 PM Eastern Regular Schedule: 39 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. All interested candidates must apply at this time. List all promotions and changes in job duties due to reclassification as separate work experiences on your application. Applicants must include the dates of the promotions and reclassifications. Note: Failure to complete all fields of the "Work Experience" section of the application will result in your application not being considered. You can attach your resume, transcript(s) or license(s) to your application. Failure to submit proof of Licenses, Certifications and Education will result in your application not being considered. Proof of licenses, certifications, and/or education must be submitted with each application. Examples of Duties Current and future NOC Tier I vacancies occurring in the Office of Information Technology may be filled from the list of eligible applicants. The Network Operations Center is staffed 24/7. Applicants who are able to work midnight to 8 a.m. will be given preference. DEFINITION OF RESPONSIBILITY : Serves as Tier 1 first-line technical support for internal customers on OIT's Service Desk. Responsible for troubleshooting, problem solving, and technical support of all networked systems including applications, mobile devices, PC's, laptops and, peripherals for Baltimore County government agencies and the Baltimore County public libraries. Serves as a Champion for OIT and provide friendly, thorough and professional customer service. Receives inbound service requests via phone, email or portal. Creates tickets and provides first call resolution whenever possible by troubleshooting IT issues. Escalates tickets when necessary, qualifying the complexity of issues and assigning the ticket to the proper support areas. Remotes into devices to resolve issues when necessary. Performs password resets. Recognizes and escalates Priority 1 issues, ensuring that someone is working the issue and providing timely updates. Monitors Service Desk email queue. Monitoring the Data Center for issues and temperature extremes. Performs mainframe moves, adds, changes, and print jobs. Updates Team's Documentation/Knowledgebase. Stays current on updated technologies. EXAMPLES OF OTHER DUTIES : Destroys hard drives. Assists with imaging PCs, prepping mobile devices, assist other IT teams as needed. 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 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 Required Qualifications Education, Training, and Experience : Education: Possession High school diploma plus a minimum of (2) years technical and troubleshooting experience (IT Service Desk/NOC). Experience: Preference will be given to candidates who possess: a college degree and service experience in Service Desk/NOC environment; Information Technology Infrastructure Library (ITIL) foundations certification; Information Technology Infrastructure Library (ITIL) Service Desk Analyst certification; MCP certification; A-Plus training or certification and/or Network Plus training or certification. Knowledge, Skills, and Abilities (Entry-level) Must be familiar with Active Directory, Windows 10, SCCM, printer management, Beyond Trust (formerly Bomgar), Microsoft Office, Cherwell ITSM or similar ticketing system. Must have excellent communication and problem-solving skills, be able to work independently with little supervision and understand basic networking principles (DNS, DHCP, and TCP/IP). Knowledge of the principles and practices of Information Technology. Licenses or Certificates Computer and Networking certifications are a plus, but not 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. Failure to submit proof of Licenses, Certifications and Education will result in your application not being considered. Proof of licenses, certifications, and/or education must be submitted with each application. Proof of Degree Equivalency Applicants who have obtained a degree from outside the United States of America are required to submit degree equivalence documentation from World Education Services, Inc. ( Mail or deliver documents to: ATTN: NOC Tier I - Non-Merit Office of Human Resources Baltimore County Government 308 Allegheny Ave. Towson, MD 21204 You can attach your transcript(s) or license(s) to your application. EXAMINATION PROCEDURE Applicants will be qualified based on an evaluation of their training and experience, as stated on their application, which includes answers to the supplemental questions. Applicants must state the dates and duties of past and present experience clearly and completely for evaluation purposes. Conditions of Employment This position works an average scheduled workweek of 39 hours. Assigned shifts can be day or evening, with a requirement that the employee work weekend rotations, which are 12-hour shifts on both Saturday and Sunday. This position will periodically work on holidays. Applicants who are able to work midnight to 8 a.m. will be given preference. Employees in this position must be available for on-call rotation for production problems 24 hours a day, 7 days a week. Perform off-hours system changes and updates. Occasionally lift 50 pounds, sit, walk or stand for extended periods of time. Travel within Baltimore County, and outside of the County for work and training. May be required to use their own vehicle to respond to remote sites for troubleshooting and repair work. Physical and Environmental Conditions The work of this classification is essentially sedentary and involves the use of computers and office machinery. Employment Background Investigation Incumbents must be of good moral character and emotionally stable. Applicants selected for an appointment to a position in Baltimore County must successfully complete a comprehensive background investigation which includes but not limited to a criminal background check, psychological and polygraph examination, and fingerprinting. Job candidates may be required to complete an expanded background investigation, polygraph examination, and psychological examination. Employment Benefits for Non-Merit or Non-Classified, Part-Time Employees Baltimore County General Government offers the following benefits to part-time, non-merit or non-classified employees. New employees are eligible for benefits upon hire, unless noted otherwise. Equal Opportunity Employer Baltimore County is an equal opportunity employer and encourages minority, female and disabled applicants. Smoke free workplace All Baltimore County offices are smoke free. Drug free workplace Baltimore County provides a drug free workplace. Prospective employees are required to submit to urinalysis drug testing as part of the pre-employment physical examination. Employee Assistance Program Our Employee Assistance Program provides confidential and professional assessment and referral assistance for employees and eligible dependents in the household who are experiencing personal problems that may be affecting work performance, job satisfaction, or overall quality of life. Health Insurance In order to qualify for health insurance benefits (medical, prescription, dental and vision insurance), part-time employees must be scheduled for four (4) full work days plus two (2) hours each week. Health Insurance benefits elected become effective the first day of the month following the date of hire if the employee has completed online enrollment prior to that date. New employees must enroll within thirty (30) calendar days of hire. Plans offered include: Medical, Prescription, Dental and Vision insurance. Flexible Spending Accounts Opportunity to set aside pre-tax dollars, through payroll deduction, for eligible unreimbursed medical care expenses and/or dependent care costs. Life Insurance In order to qualify for life insurance benefits, part-time employees must be scheduled for four (4) full work days plus two (2) hours each week. Employees may elect basic term life insurance for themselves equal to one time the employee's annual salary, rounded to the next higher $1,000. Employees contribute a portion of the premium through monthly payroll deductions. The County also offers an Additional/Employee paid Life Insurance plan with coverage up to $100,000. Retirement Employees are required to participate in the Baltimore County Employees' Retirement System, with very limited exceptions. Paid Leave Sick Leave - Monthly sick leave earnings prorated based on the number of hours worked per week. No maximum on accrual. Accrued balance can be applied toward service credit at retirement. Vacation Leave - Monthly vacation leave earnings prorated based on the number of hours worked per week. Earnings increase after five, ten and fifteen years of service generally. Holidays - Part-time 30 to 39 hour non-merit or non-classified employees will generally be paid for ten holidays per calendar year. Other part-time, non-merit or non-classified employees working 29 hours per week or less will receive two paid holidays per calendar year. These holidays are the Christmas holiday and the Independence Day holiday. Bereavement Leave Jury Leave Military Leave Baltimore County Employees Federal Credit Union Membership in Baltimore County Employees Federal Credit Union offers a full range of savings programs, loans, checking, direct deposit, payroll deduction, savings bonds, and other financial services. Direct Deposit Payroll through direct deposit to the financial institution selected by employee is required. Deferred Compensation Nationwide Retirement Solutions offers a 457 retirement plan allowing for payroll contributions of tax deferred dollars to investment options of your choice. Disclaimer This is only a summary of benefits and policies in Baltimore County. Any benefit or policy may be changed at any time at the discretion of the administration. This summary does not constitute an express or implied contract, nor does it constitute a guarantee that your employment relationship will continue for any specified period of time or end only under certain conditions. 01 The purpose of the supplemental questions listed below is to further evaluate your experience and education to determine your eligibility for this job classification. Answer each question accurately and thoroughly. The experience you indicate in your responses to the supplemental questions must also be described, in detail, on the Work History section of this application. If you cite experience in your response that is not included on the Work History section of this application, your application may be considered incomplete and you may not receive further consideration for this position. Questions with text answers require you to include the name of the employer/organization and dates of the specific experience. I have read and acknowledge the above instructions. 02 Failure to complete all fields of the "Work Experience" section of the application will result in your application not being considered. I have read and acknowledge the above statement. 03 Select the type of driver's license you currently hold. Be sure you have provided your driver's license number, class and state in the previous section of this application. Commercial Driver's License equivalent to commercial, Class A Maryland Driver's License. Commercial Driver's License equivalent to commercial, Class B Maryland Driver's License. Commercial Driver's License equivalent to a Commercial Class C Maryland Driver's License with a Passenger Endorsement. Non-Commercial Driver's License equivalent to a non-commercial, Class C Maryland Driver's License. Provisional Non-Commercial Driver's License equivalent to a Provisional Non-Commercial, Class C Maryland Driver's License. Driver's License Learners Permit I do not have a driver's license. 04 Are you currently a merit (full-time), non-merit (part-time), or temporary employee of the Baltimore County General Government?Employees of Baltimore County Public Schools, Baltimore County Public Library, Baltimore County's court systems or Baltimore County Community College and employees of temporary services used by the County are not considered employees of the Baltimore County General Government. Yes No 05 Applicants selected for an appointment to a position in Baltimore County must successfully complete an employment background investigation. Are you willing to accept this condition of employment? Yes, I am willing to accept this condition of employment No, I am not willing to accept this condition of employment and therefore I understand I will not be considered for this position with Baltimore County Government 06 The position you are applying for requires proof of education and/or licenses beyond high school in order to qualify. You must submit this proof as instructed on the job posting. If you do not submit the transcript(s) or license(s) by the closing date, your application will not be considered further. I have read and acknowledge the above instructions. 07 Please indicate below which shift(s) you are willing and able to work. Select all that apply. 8 a.m. - 4 p.m. 4 p.m. - midnight Midnight - 8 a.m. 08 This position requires the selected candidate to work a weekend rotation, once fully trained.Are you willing and able to accept this condition of employment? Yes No 09 Are you willing to work in a position that requires travel between work sites using your personal transportation? A mileage allowance, set by Baltimore County Policy, shall be paid to County employees who use their privately-owned vehicles for official County travel necessary to carry out the required or authorized duties of their positions. Yes, I am willing to accept these conditions of employment No, I am not willing to accept these conditions of employment and therefore I understand I will not be considered for this position with Baltimore County Government Required Question
Created: 2024-10-21