Previous Job
Ref No.: 18-13973
Location: Baltimore, Maryland
Baltimore Maryland
Duration : Long term

The ideal candidate should have the following:

Possession of a 2-year degree or an appropriate equivalent, plus three years of experience
in an inbound call center environment (Additional experience as described in the examples
of duties may be substituted on a year-for year basis up to a maximum of four years for the
required education.)

Two years installing, configuring, maintaining, and trouble-shooting personal computers and
related equipment, operating systems, and software applications, preferably in a large,
multi-site agency.
  • Experience with remote troubleshooting preferred

  • Supervising and providing feedback to helpdesk technicians
  • Supervising the daily operations of the call center
  • Serve as "2nd Level " support for Help Desk technicians
  • Provide metrics reporting to Technology Support Manager
  • Maintaining documentation for processes and procedures
  • Communicate with all levels of customers verbally and in writing
  • Troubleshooting computers, peripheral equipment and software
  • Proactively provide peer support
  • Follow BCPS Board and department policies and procedures
  • Assist help desk technicians as needed with organizing and prioritizing tasks
  • Communicate technical issues, risks, and approaches
  • Work as part of a team
  • Attend trainings facilitated by other DoIT departments to gain knowledge that will be shared
  • within TSS
  • Create procedures for the call center
  • Installs and configures applications and other supported software packages
  • Performs basic troubleshooting and triage of computers via remote computer access and
  • Resolves routine issues and problems related to hardware and software
  • Creates tickets for all problems called into the Technology Helpdesk
  • Assists clients with resolving device related issues via telephone support
  • Records activities in the service desk software system
  • Creates and validates internal supported system documentation submissions
  • Communicate technical issues, risks, and approaches to clients and helpdesk technicians

Required Skills
  • Possession of a valid class C Maryland driver's license or an equivalent is required
  • Knowledge of computer operations and support
  • Effective verbal and written communication skills
  • Knowledge of operating systems, software applications, hardware equipment, cabling
  • components, and some A/V equipment
  • Skill in installing, configuring, maintaining, and trouble-shooting personal computers and
  • related equipment
  • Skill in installing, configuring, maintaining, and trouble-shooting operating systems, software
  • applications, and cabling components
  • Skill in providing technical assistance, guidance, and training to users of varying levels of
skills and abilities
  • Skill in communicating complex, technical concepts to clients, non-technical staff, and
  • Skill in establishing and maintaining effective working relationships
  • Skill in effectively prioritizing assignments and tasks
  • Skill in communicating clearly and effectively
  • Proficiency with Microsoft Office productivity tools
  • Ability to provide consistent quality customer service
  • Ability to deescalate customers
  • Ability to maintain confidential information
  • Ability to supervise a team of helpdesk technicians