IT/Telecom Support Specialist I (14442, H18)

Description

Under general supervision, the IT/Telecom Support Specialist I provides end-user support by responding to support requests submitted to via the service desk phone, email, and ticketing system. The work includes: Installing, upgrading, deploying/reclaiming and configuring computer hardware and software. Ensuring tickets are properly documented and closed or escalated according to defined SLAs. Communicating clearly, effectively, timely, and accurately. Prioritizing resolving tickets remotely before scheduling on-site dispatches. Proactively researching solutions to problems and documenting processes/solutions in the knowledge base. The incumbent works as an individual contributor, serving as a member of a team in the support of end-users and related systems. The IT/Telecom Support Specialist I consults closely with more experienced employees and/or supervisors on analysis and development tasks and performs other duties as assigned.

Examples of Important Duties

1. Respond to end-user support requests submitted to the service desk. Tickets are submitted via phone, email, and a self-service portal into a ticketing system. Tickets need to be triaged, prioritized, and routed appropriately.
2. Respond to network outage alerts. Contact site manager, check with ISP, check power. Update management chain and facility staff on status. 
3. Deploy new computer equipment, reclaim old hardware. Work with users to transition data to new systems. 
4. Assist users with questions on common software packages. Microsoft Office, for example. Guide users to resources managed by other MNCPPC divisions and departments. 
5. Utilize knowledgebase, independent research, and senior staff resources to find solutions to problems. Update or create knowledgebase documents for solutions.
6. Troubleshoot general connectivity issues for computers, printers, and other devices. No connection, poor performance, incorrect network configuration, etc. 

Minimum Qualifications

1. Associate’s Degree in Computer Science, Information Management Systems, or any related field.
2. One (1) year of experience in information technology support functions.
3. An equivalent combination of education and experience may be substituted, which together when total 3 years.
4. Pass Commission medical examination
5. Depending upon area of assignment, a valid driver’s license in accordance with both State and Commission rules and regulations. Driver’s license must be unencumbered by restrictions, revocations, suspensions, or points that could limit the employee’s ability to drive Commission vehicles or perform driving duties required by the position of assignment.

Supplemental Information

Classification Specification: IT/Telecom Support Specialist I – 1316

May be subject to medical, drug and alcohol testing. 

DIVERSITY STATEMENT:

The Maryland-National Capital Park and Planning Commission (M-NCPPC) is an Equal Opportunity Employer. We celebrate a workplace culture of diversity, equity and inclusion without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, sexual orientation, marital status, disability, genetic information, gender identity, or any other non-merit factor. 

Applicants with Disabilities under the Americans with Disabilities Act.

If you require accommodations or special arrangements due to a qualifying disability, please notify the Recruitment & Selections Services Unit at the time of applications at or 301-454-1411 (Maryland Relay 7-1-1)

M-NCPPC will make all efforts to reasonably accommodate you. 

THE MARYLAND-NATIONAL CAPITAL PARK AND PLANNING COMMISSION

2024 BENEFIT SUMMARY FOR MERIT SYSTEM EMPLOYEES 

The following benefit summary is provided for informational purposes only and is not, nor should be construed as an employment agreement with the M-NCPPC, implied or actual. It is not all-inclusive and is subject to change. Benefits listed are extended to all Merit System employees of the Maryland-National Capital Park and Planning Commission (M-NCPPC). All plans are optional except the Defined Benefit and Long-Term Disability plans.

Eligibility

You have 45 days from your hire date to elect your benefits. Your coverage begins on the first of the month following receipt of your enrollment forms and required documentation.

Retirement Programs

• Defined Benefit Plan (Mandatory Participation) – Plan E excludes FOP members.

Plan: Employee Contribution

Plan C: 9.5%*of base salary (FOP members only)

Plan E: 4% of base salary up to maximum Social Security Wage Base (SSWB) and 8% in excess of SSWB.

• Deferred Compensation ICMA-RC-457 plan (Optional)
• Traditional and Roth IRAs (Optional)

Health Insurance Plans (FOP Members Pay 23% for Medical, Prescription and Dental and same as all other employees for Vision.) All other employees pay percentage below.

• Medical
• Kaiser Permanente Health Maintenance Organization (HMO) with Prescription Plan – (15%)
• UnitedHealthcare Select Exclusive Provider Organization Health Plan (EPO) – (20%)
• UnitedHealthcare Choice Plus Point of Service (POS) – (20%)
• Prescription – CVS Caremark – (15%)
• Dental – Delta Dental PPO and DeltaCare USA HMO – (20%)
• Vision – EyeMed – (80% of Low Option plan paid by Commission. Any balance paid by employee.)
• Low, moderate, and high options are available. Frequency of covered services differs.

Flexible Spending Accounts (Employee Pays 100%)

• Medical Account – Maximum annual contribution: $3,050
• Dependent Care Account – Maximum annual contribution: $5,000

Long-Term Disability Insurance (Mandatory Participation)

• Employee Pays 20%: Commission Pays 80% (FOP Members Pay 100%)
• Benefits paid at 66 2/3% of base salary, maximum of $6,000/month

Supplemental Long-Term Disability Insurance (Employee Pays 100%)

• Benefits paid at 66 2/3% of base salary that exceeds $108,000; capped at $216,000

Basic Life and AD&D Insurance (Employee Pays 20%: Commission Pays 80%)

• Two (2) times base salary; maximum benefit is $200,000 for each
• Automatic coverage with opt-out provision

Supplemental and Spouse/Dependent Life Insurance (Employee Pays 100%)

• Supplemental – 1,2,3,4, or 5 times base salary; maximum benefit is $750,000
• Spouse/Dependent Combination – $10,000/$5,000, $20,000/$10,000, or $30,000/$15,000

Sick Leave Bank (Contribution and Benefit hours prorated for part-time employees)

• Employees have 60 days from date of hire to enroll.
• Employee contributes 8 leave hours each year
• Annually covers up to 688 hours for own serious medical condition, and 480 hours for parental responsibilities (birthadoption or foster care), and 80-160 hours for serious medical condition of an immediate family member

Leave Programs

• Annual: 15 days per year
• Personal: 3 days per year (12-month waiting period)
• Sick: 15 days per year
• Holidays: 11 days per year

Other Benefits

• Credit Union
• Employee Assistance Plan
• Legal Services Plan
• Tuition Assistance Program
• Wellness Program
• Work-Life Program

For a more detailed description of benefits, please contact the Commission’s Health and Benefits Office at [email protected] or 301-454-1694.

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