COMPUTER NETWORK SPECIALIST SUPERVISOR

This position is limited to current, temporary or permanent State of Maryland Employees only. This is a position specific recruitment for the Department of Public Safety & Correctional Services (DPSCS). The resulting eligible list will be used to fill current and future vacancies within DPSCS. This list will be valid for one year.

19

Baltimore City

The main purpose of this position is to support the continuing operations of the Department of Public Safety and Correctional Services Information Technology systems, thereby maintaining and providing data, information, and communication services to DPSCS, criminal justice agencies and the public. The primary responsibility is to supervise and coordinate the operations of the DPSCS Help Desk, set standards, review work for accuracy, resolve customer complaints, analyze staffing needs and develop necessary training. Consult with vendors, Systems and Operations staff in evaluating problem solutions designed to facilitate efficient end user use of DPSCS computing resources, includes coordinating problem reporting, recognition, research, isolation and resolution. As a member of management, the position leads the delivery of operational metrics and provides leadership for system improvements gleaned from the metrics.

• Plan, coordinate, evaluate and supervise the work of all Help Desk staff members.
• Provide high quality customer care and service to the users of the Public Safety Help Desk.
• Develop, implement and maintain efficient and effective policies and operating procedures.
• Analyze metrics for trends and problem areas and recommend changes for improvement.
• Maintain goals of <10% Abandoned Calls, and >60% First Call Resolution (Closure Rate).  Ensure all open Call Center tickets are up to date and provide status of open tickets as required.

Education: Bachelor's degree in computer information technology, management information systems, or other information technology related field, to include course work in local or wide area computer networks, from an accredited college or university.

Experience: Three years of experience planning, integrating and maintaining software and hardware for local or wide area computer networks.

Notes:

1. Candidates may substitute completion of high school or high school equivalency certificate and eighteen months of experience converting data from project specifications by preparing program code using generally accepted computer programming languages or other developmental tools; planning, installing and maintaining data communications network lines and devices; or evaluating, implementing and maintaining computer hardware and software for the required education.

2. Candidates may substitute completion of high school or high school equivalency certificate and fifteen credit hours from an accredited college or university in systems analysis and applications programming using generally accepted computer programming languages or other developmental tools for the required education.

3. Candidates may substitute completion of high school or high school equivalency certificate and completion of a certification program in Network Administration, such as Certified Novell Administrator (CNA), Microsoft Certified Product Specialist NT 4.0 Administrator equivalent certification program for the required education.

4. Candidates may substitute experience in one of the following areas on a year-for-year basis for a high school education: operating computer systems, scheduling, controlling input and output or maintaining backups or data storage, processing data on computer systems, evaluating, implementing and maintaining computer hardware and software or converting data from project specifications by developing programs using generally accepted computer programming languages or other developmental tools.

5. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer in Network Analyst classifications or Network Integration and Management specialty codes in the Information Technology field of work on a year-for-year basis for the required experience and education.

Help Desk experience to include the use of an Automated Call Distribution System and experience with Remedy Action Request Systems.

This position is limited to current, temporary or permanent State of Maryland Employees only.

Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. You must meet the minimum qualifications to be considered. For education obtained outside the U.S., you will be required to provide proof of the equivalent American education as determined by a foreign credential evaluation service. This evaluation must be submitted with your application. 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.

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. You will be required to complete a supplemental questionnaire. Therefore, it is important that you provide complete and accurate information on your application.

STATE OF MARYLAND BENEFITS

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. If you need to submit additional information, the preferred method is to upload your document(s) by electronic means with the submission of your application. However, if you’re unable to upload your documents, please fax requested information only to 410-585-0570 (providing a cover sheet with your contact information, recruitment number and number of pages). We will not consider information submitted after the closing date of this announcement.

Resumes will NOT be accepted in lieu of completing the online or paper application.

Online applications are STRONGLY preferred, however a paper application may be submitted to:

HRSD-Recruitment & Examination
ATTN: M. Cooper-Stokes
6776 Reisterstown Road, Suite 309
Baltimore, MD 21215

For more information, please call 410-585-3410.

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.