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COMPUTER NETWORK SPECIALIST SUPERVISOR

Recruitment #16-004414-0004

Introduction

This recruitment is for two vacancies for the Office of Technology for Human Services.

GRADE

19

LOCATION OF POSITION

Department of Human Resources

Office of Technology for Human Services

311 W. Saratoga Street

Baltimore MD 21201-3500

Main Purpose of Job

WORKING TITLE: IT Logistic and Asset Management Specialist:

This position serves as the IT Logistic and Asset Management Specialist for the Department of Human Resources (DHR), Office of Technology for Human Services (OTHS). The incumbent in this position creates and manages business unit procedures, standards, policies, guidelines, and forms; establishes and documents protocols, procedures for action and criteria for decision making; completes 99a's and PORFP's, and manages documentations; performs technical review and QA/QC to ensure accuracy of and completeness of processes; ensures compliance with operational policies and procedures, including security; manages operations for data center equipment to include: servers, AC power, UPS, fire suppression, circuits, SAN, HVAC, physical security and cabling; establishes protocols for managing critical and non-critical systems; performs capacity planning/management activities; works with teams to monitor system uptimes, availability and reports on performance; manages and performs data center consolidation and tech refresh; evaluates and tests new technology solutions; makes recommendations regarding integration within the enterprise and tests equipment to determine enterprise standards. This position also manages the full IT asset management lifecycle for more than 50k pieces of DHR computing equipment which includes: laptops, desktops, printers, servers, routers, switches, projectors, cell phones, scanners, tape drives, scanners, and UPS; serves to manage hardware and software licenses as well as managing distribution, reconciliation, renewals, and maintenance agreements; determines and publishes hardware standards; maintains all hardware and software inventory in the appropriate storage area; documents life cycle activities to include: acquisition, deployment, maintenance, return, disposal, and donation of all IT assets, including preparation for pickup by vendors; participates in the shipping and receiving of IT related equipment; manages the software assets to include operating systems for PC's and servers, productivity software, enterprise applications, access control applications, and network applications, as well as maintenance and renewals; develops documentation on the installation, configuration, maintenance, support of computer, printer, server hardware and software on the Local and Wide Area Networks (LAN/WAN) for DHR statewide; assists in the planning, integration and maintenance, purchase, renewal, and replacement of software and hardware for local or wide area computing networks to include Microsoft Windows Windows 7 operating systems, Windows 2008, 2012 servers, and other network communications applications to include Novell ZENworks; performs quality check, maintains and monitors the responses to and resolutions for incidents and work order requests, works with technical teams to determine and procure the hardware and/or software requirements needed to ensure optimal network performance; and works extended and non-standard hours with little or no notice, on-call, and emergency situations.

WORKING TITLE: Enterprise Systems Administration Supervisor:

This position serves as the Enterprise Systems Administration Supervisor for the Office of Technology for Human Services (OTHS) within the Department of Human Resources (DHR). The incumbent in this position is responsible for the day-to-day operations of the Enterprise Systems Administration team; monitors activities, tasks, projects and designated assignments of Computer Network Specialist (CNS) staff; plans and coordinates activities such as the installation and upgrading of servers and enterprise services; develops, modifies and implements policy and procedures for CNS staff; analyzes the networking and information needs for DHR and determines personnel and equipment requirements; supervises, assigns and reviews work of subordinate staff; and works with a focus on supporting DHR modernization efforts to include cloud computing and virtualization. This position is primarily responsible for the engineering, installation, maintenance and administration of DHR network resources and complex enterprise-wide systems for the agency including, but not limited to: multi-platforms servers, cross-platform applications, enterprise wide databases, core intra-networking equipment, and Active Directory; performs hardware and software installation, technical troubleshooting, problem resolution, and training for enterprise systems; ensures the continual provision of customer services to promote and support the use of technology that enables productivity and further enhances the level of customer satisfaction; participates in asset management of IT inventory (hardware and software) for OTHS by maintaining all inventory in the IT storage area and documenting life cycle activities to include: acquisition, deployment, maintenance, return, disposal, and donation of all IT assets, including preparation for pickup by vendors; participates in the shipping and receiving of IT related equipments; stays abreast of new implementation methodologies such as Agile; works extended and non-standard hours with little or no notice, on-call, and emergency situations; and works at various locations statewide.

POSITION DUTIES

IT Logistic and Asset Management Specialist :

1. Performs and facilitates acquisition, maintenance, upgrade, monitoring, deployment, operation of hardware and software assets; manages IT hardware inventory for OTHS by maintaining all inventory in the IT storage area and documenting life cycle activities to include: acquisition, deployment, maintenance, return, disposal, and donation of all IT computer assets including preparing them for pickup by vendors; and participates in the shipping and receiving of IT related equipment. 2. Manages IT software inventory, licenses, acquisition, including maintenance of physical and softcopies of software assets; oversees the installation applications to ensure compliance with licensing standards; prepares budget requests for fiscal year funding and documents justifications to acquire resources (staff, hardware, software, licenses etc); provides over the Target Requests (OTTs) as requested; and completes required inventory documents anytime assets are purchased, deployed, recovered, and destroyed. 3. Performs technical support activities to ensure access, availability of files, printers, applications, computing and network resources; creates documentation on the installs, configurations, maintenance, and supports required for computer, printer, network, server hardware and software on the Local and Wide Area Networks (LAN/WAN) for DHR statewide; performs QA/QC or responses to and resolutions for incidents and work orders regarding the diagnosing, tracing, and resolving network connectivity problems via ITSM System for DHR users; responds to and resolves requests from DHR users for hardware installation/relocation and/or software installation/upgrade work orders via the ITSM system or authorized requests; and mentors junior engineers and other team members on existing and new technologies.

Enterprise Systems Administration Supervisor :

1. Implements short range action plans from management; delegates resource for projects and assigned tasks; oversees team function for the purpose of meeting operational and project goals; directs and oversees the work of the subordinate CNS staff; tracks and reviews the status of all tasks and assignments; ensures proper oversight, resolution and documentation of REMEDY work orders and work requests; evaluates work performance of subordinate staff; serves as high-level technical leader on complex projects for DHR through all stages of research, development and implementation; and performs all aspects of advanced technical operations. 2. Makes recommendations to improve overall health of DHR Enterprise technical infrastructure; installs, configures, and maintains critical systems and application software necessary to support core Enterprise services including, but not limited to: administrative and instructional servers, directory service, client/server applications, e-mail services, web services, database back-end services, content filtering and other technical systems; interacts with State technical staff and users to discuss system enhancements, upgrades or changes in technical services to include: server deployments, messaging services, computer system upgrades, network operations system upgrades and changes in network security; assigns trouble tickets using REMEDY; tracks the status of work orders assigned to the Unit and verifies all work orders are assigned, updated, and closed accurately and completed in a timely manner. 3. Utilizes REMEDY to document performance activities; responds to customer inquiries in a timely and courteous manner; builds and maintains positive relationships with internal and external customers; and educates users on the use of computer hardware and software; mentors junior engineers and other team members on existing new technologies; and facilitates the acquisition, maintenance, upgrade, operation of hardware and software assets. 4. Provides Over the Target Requests (OTTs) as requested; completes required inventory documents anytime equipment is recovered or deployed; meets regularly with CNS staff to discuss policies, procedures and methodologies including server building, updates to networking procedures, operating system upgrades, software upgrades, and other new technologies to be implemented in the DHR Enterprise Network; trains users and local administrators in existing and new enterprise-wide policies, software, hardware and services.

MINIMUM QUALIFICATIONS

Please describe in detail any job duties relating to the minimum qualifications stated below and include any computer software experience (Excel, CHESSIE, PowerPoint, Word etc.) used in the each of the positions you held.

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.

OR

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.

DESIRED OR PREFERRED QUALIFICATIONS

The ideal candidate will possess:

1. Experience leading teams, projects and working in an Agile environment.

2. Experience troubleshooting computer hardware and software issues at Tier 1, 2, and 3 support levels to include printers. Install, configure Microsoft Windows 7 and later,and Office 2007 and later.

3. Experience creating and deploying images for computing hardware, building and managing Microsoft 2008 and 2012 Servers and including Active Directory.

4. Experience facilitating and managing the asset management lifecycle for IT hardware and software including managing licenses, maintenance and renewal processes.

5. Familiar with Network Switches/Hubs, Network/Desktop Printers, Voice and Data Wiring, Wiring Testers, and Basic IT Tools. Experience utilizing ITSM system for managing information technology services.

6. Experience working in an environment with 6500 + users across multiple locations. Experience with cloud based technology solutions.

7. Possession of a motor vehicle operator's license valid in the State of Maryland.

8. Excellent problem solving skills and analytically savvy.

9. Strong customer service and communication skills.

10.Experience with REMEDY.

SELECTION PROCESS

Please 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 employment (eligible) list for 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.

For education obtained outside the U.S., a copy of the equivalent American education as determined by a foreign credential evaluation service must accompany the application.

All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date.

BENEFITS

FURTHER INSTRUCTIONS

Online applications are STRONGLY preferred.  If the online application process is not available, please send your paper application and supplemental questionnaire (if applicable) to:

DHR Examination Services Unit

Attention: Kendra Young

311 W. Saratoga Street, First Floor

Baltimore, Maryland 21201

Or email dhr.esu@maryland.gov; Assistance via phone: 410-767-7414.

Do not submit unsolicited documentation.

The paper application must be received by 5 PM on the closing date for the recruitment. 

TTY Users: call via Maryland Relay, 1-800-925-4434.

Bilingual applicants are encouraged to apply.

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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