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COMPUTER USER SUPPORT SPECIALIST II

Help Desk Support Specialist

Recruitment #14-000020-001

GRADE

12

LOCATION OF POSITION

Maryland State Department of Education
200 West Baltimore Street
Baltimore, MD 21201

Main Purpose of Job

This position is responsible for providing quality Help Desk support and services to the Maryland State Department of Education (MSDE) staff, Office of Child Care, located in thirteen regional offices throughout the State.

POSITION DUTIES

Provides user support and remote diagnosis for MSDE Staff and the Child Care Administration Tracking Systems (CCATS); responds to help desk calls by asking diagnostic questions in order to determine computer system problems; interprets user responses to questions to ascertain source of problem and provides directions for resolution; documents details of problems and resolution and completes cumulative reports; notifies appropriate technician, network unit or work unit of problems and issues resulting in system failure or work stoppage; creates, resets, and/or unlocks passwords for  CCATS users; provides detailed instructions to users referencing appropriate technical manuals or system update documentation.

MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS

Education: Graduation from an accredited high school or possession of a high school equivalency certificate.

Experience: One year of experience responding to Help Desk calls from users of computer systems.

Note: Experience operating computer equipment for the purpose of data entry, word processing or maintaining information may be substituted on a year-for-year basis for the required education.

SELECTION PROCESS

All information concerning your qualifications must be submitted by the closing date.  We will not consider information submitted after this date.  Resumes may not be submitted in lieu of completing the employment application.  Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the employment (eligible) list for at least one year.

EXAMINATION PROCESS

The examination will consist of a rating of your education, training, and experience as presented on your application and as they relate to the requirements of the position.  Therefore, it is important that you provide complete and accurate information on your application.

BARGAINING UNIT STATUS

The incumbent in this position is a member of a covered bargaining unit and will be required to pay a bi-weekly service fee to the exclusive representative of the bargaining unit.

BENEFITS

STATE OF MARYLAND BENEFITS

FURTHER INSTRUCTIONS

To apply for this position online go to http://jobaps.com/MD/jobs/msde which is the preferred method for submitting your application/attachments. Using this method will allow you to access the document for further recruitments for which you apply and to check that the documents have been attached to the recruitment that requires them.

If you choose fax or regular mail as the option to submit required attachments, you will need to resubmit these documents each time you apply for a new position that requires the attachments. In addition, you must include the following information on each page of the attachment you submit in order to ensure that we append the attachments to the correct recruitment: Computer User Support Spec II, Help Desk Support Specialist Position #14-000020-001, First and Last Name, Recruitment Number, and the last 4 digits of your SS #.

Mailing Address: Maryland State Department of Education Office of Human Resources 200 West Baltimore Street Baltimore, Maryland 21201 Fax: 410-333-8950 – This fax number is for Department of Education recruitments only. If you have difficulty with your user account or have general questions about this online application system, please contact the MD Department of Budge and Management, Recruitment and Examination Division at 410-767-4850.

Appropriate accommodations for individuals with disabilities are available upon request. Proof of eligibility to work in compliance with the Immigration Reform and Control Act and travel throughout the state are required.  Any misrepresentation of academic or experience requirements for this position may result in non-selection or termination of employment.

Applications must be received by the closing date.

Please provide sufficient information on your application to show that you satisfy 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 employment (eligible) list for at least one year. The examination will 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. Report all experience and education that is related to this position.

TTY  Users: call via Maryland Relay

We thank our Veterans for their service to our country, and encourage them to apply.

As an equal opportunity employer Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity.




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