MD FiRST System Support Specialist

Introduction The Department of Information Technology (DoIT) provides support to state agencies, the Executive Office of the Governor, the Governor's coordinating offices, and a variety of independent agencies within the Executive Branch. Striving to provide the highest level of customer service to its internal and external customers, DoIT supports Maryland's agencies and commissions through its leadership and strategic direction for Information Technology and Telecommunications, establishing a long range, target technology architecture, encouraging cross agency collaboration and advocating best practices for operations and project management. GRADE 17 LOCATION OF POSITION 100 Community Place Crownsville, MD 21032 Main Purpose of Job The purpose of this position is to assist the Director, MD FiRST Projects, in performing operations support activities for the MD FiRST Statewide Public Safety Communications System. MD FiRST (First Responder Radio System) is a Statewide Land Mobile Radio system that provides a common infrastructure used to support the radio communications and interoperability requirements of State public safety agencies and other participating entities (i.e. counties and other municipal public safety organizations) in accordance with 47 USC 337(f)(1). This position supports the day-to-day operations of MD FiRST, as well as MD FiRST project duties, in support of the implementation and administration of the MD FiRST radio system. This position is directly responsible for the oversight of the MD FiRST Help Desk, providing timely support to MD FiRST operational customers by creating and routing troubleshooting tickets/correspondence and responding the customer inquiries. The responsibilities of this position include working efficiently while ensuring the MD FiRST customers have an engaging and satisfying customer experience. The position will also be responsible for the tracking of project procurement deliverables, maintaining tracking and financial documents, and other duties as assigned. The State of Maryland has made a significant investment in its Statewide Public Safety Communications System, as it provides reliable and interoperable communications to public safety personnel throughout Maryland. The system is currently operational throughout the State and supports over 120K operational users in their day-to-day operations and over 3M push-to-talk transmission daily. The critical nature of this system necessitates the incumbent possess a keen attention to detail and an ability to function at a high level of performance associated with this grade to ensure that the MD FIRST support systems and related documentation are maintained in an appropriate manner while also supporting MD FIRST customers at a high level. POSITION DUTIES Provides System Support intake for MD FiRST Customers inquiries (including radio coverage issues, radio programming, and BDA requests); tracks inquiries and routes to appropriate team member for resolution. Provides Asset and Inventory Database and Reporting Support. Supports Site Outages and Coordinates Communications. Serves as intake for Bi-Directional Amplifier Requests and related documentation processing. Assists with the drafting and updating of MD FiRST Standard Operating Procedures (SOPs) and SOP database. Prepare project Statements of Work (SOW), Fund Certs, Requests for Proposals (RFP), Task Order Requests for Proposals (TORF), and other related documentation as required to solicit invitations for bids for MD FiRST hardware, software, and services. Maintains related financial documents. Coordinates with other divisions to coordinate maintenance requirements. Supports the maintenance and operations for the State's Radio System and ensures operation in compliance with FCC Regulations, and, specifically the guidelines of the State's 700 MHz license. Any other duties, as may be assigned, to support MD FiRST Projects and Operations efforts. MINIMUM QUALIFICATIONS Education : Graduation from an accredited high school or possession of a high school equivalency certificate. Experience : Five years of administrative staff or professional work. Notes: 1. Candidates may substitute 30 credit hours from an accredited college or university for each year up to four years of the required experience. 2. Candidates may substitute the possession of a Bachelor's degree from an accredited college or university and one year of experience in administrative staff or professional work for the required experience. 3. Candidates may substitute the possession of a Master's degree from an accredited college or university for the required experience. 4. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work related to the administration of rules, regulations, policy, procedures and processes, or overseeing or coordinating unit operations or functioning as a staff assistant to a higher ranking commissioned officer on a year-for- year basis for the required experience. DESIRED OR PREFERRED QUALIFICATIONS - Proficiency working with Microsoft Word, Excel, and Power Point and Google Applications such as Sheets and Documents to create and maintain complex and professional written correspondence, memos, presentations, and spreadsheets with minimal supervision. - Experience in handling customer support tickets and overseeing the workflow process from beginning to end ensuring ticket completion & reporting. - Experience working for a company in contract management, procurement and/or finance area. LICENSES, REGISTRATIONS AND CERTIFICATIONS Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator's license valid in the State of Maryland. SELECTION PROCESS Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the eligible (employment) list for at least one year. EXAMINATION PROCESS The assessment may consist of a rating of your education, training, and experience related to the requirements of the position. It is important that you provide complete and accurate information on your application. Please report all experience and education that is related to this position. BENEFITS STATE OF MARYLAND BENEFITS FURTHER INSTRUCTIONS Online applications are highly recommended. However, if you are unable to apply online, the paper application and supplemental questionnaire may be submitted to: Department of Budget and Management, Recruitment and Examination Division, 301 W. Preston St., Baltimore, MD 21201. Paper application materials must be received in our office by the closing date for the recruitment. No postmarks will be accepted. For questions regarding this recruitment, please contact the DBM Recruitment and Examination or , MD TTY Relay Service . We thank our Veterans for their service to our country. People with disabilities and bilingual candidates are encouraged to apply. As an equal opportunity employer, Maryland is committed to recruitment, retaining and promoting employees who are reflective of the State's diversity.

Created: 2024-11-05