End User Support Specialist II - BCIT

End-User Support Specialist II

An End-User Support Specialist II provides oversight for the customer support process such as customer communication, incident management, and request fulfillment and they work with other technical teams to develop and complete requests and to ensure a high level of IT customer service.

Minimum Qualifications

On or before the date of filing the application, each candidate must:

Education: Have an associate degree

And Experience: Have two (2) years of related technical experience.

Or Note (Equivalences): Have an equivalent combination of education and experience. Technical credentials may be substituted for six months of experience or education. Multiple certifications may receive additional credit towards education/experience.

Licenses, Registrations, and Certifications: ITIL 4 / A+ / Network + certifications a plus

Required Knowledges, Skills, and Abilities

• Working knowledge of the principles, concepts and methodology at a proficient level in area(s) of assignment which has been gained by job experience or relevant advanced education.
• The ability to work independently with the exception of the most complex assignments.
• Work is primarily focused on the modification, development or maintenance of existing technology.
• Ability to resolve problems requiring analysis and the discernment of the most suitable solution(s)/processes(s) available.
• Ability to apply and enhance knowledge and skill to both usual and unusual issues.
• Needs minimal guidance in addressing unusual situations.
• Ability to perceive actions needed in relation to obtaining goals.
• Understands and can discuss the application and implications of changes to processes, policies, and procedures in the assigned area of responsibility.
• Successfully completes diverse tasks of the job.
• Applies new technology (as applicable): Learns to operate and maintain new technology; assists in transitions.
• Skilled in formulating routines and standards of practice to complete assigned tasks.

Additional Information

Background Check

Eligible candidates under final consideration for appointment to positions identified as positions of trust will be required to complete authorization for a Criminal Background Check and/or Fingerprint must be successfully completed.

Probation

All persons, including current City employees, selected for this position must complete a mandatory six-month's probation.

Eligibility

Qualified candidates will be considered for vacancies as they arise, for a period of at least six months. The decision of the Director of Human Resources with respect to acceptable minimum qualifications is final.

Education Accreditation

Applicants' education must be obtained from an accredited institution. Education credentials obtained out of the US must be evaluated for US equivalency. Evaluation agencies information may be obtained at www.naces.org.

Selection Process

All candidates indicating the minimum qualifications on their applications will be placed on the eligible list without further examination. The training and experience of each candidate will be evaluated for appropriateness and quantity. It is essential, therefore, that you give complete and accurate information on your application. Vagueness or omission may prevent you from being considered for this position. Qualified candidates will not be listed in rank order.

Examination Process

Applicants must provide sufficient information on their application to show that they meet the minimum qualifications for this recruitment. Successful applicants will be placed on the employment certified eligible list for at least six months.

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 may be required to complete supplemental questions to further examine specific Knowledge, Skills and Abilities of the position. Therefore, it is important that you provide complete and accurate information on your application.

Note: Those eligibles who are under final consideration for appointment will be required to authorize the release of criminal conviction information.

Your Recruiter: Ayomide Arodoye

If you have any questions, please contact Ayomide Arodoye, Recruitment & Talent Acquisition Specialist II via email at Ayomide.Arodoye@baltimorecity.gov

Baltimore City Government is an Equal Employment Opportunity Employer, and we are committed to a workplace that values diversity, equity, and inclusion. The City of Baltimore prohibits discrimination on the basis of race, color, religion, age, sex, ancestry, creed, national origin, disability status, genetics, marital status, military service, sexual orientation, gender identity/expression or any other characteristic protected by federal, state or local laws. Applicants requiring accommodation during the hiring process should contact Human Resources directly. Do not attach your request for accommodation to the application.

Baltimore City is an Equal Opportunity Employer