Howard County - Columbia, MD
posted 5 months ago
The Technical Services Support Specialist II position at Howard County Government serves as a critical liaison for technology-related issues, primarily functioning as a Service Desk Technician. This role is responsible for providing first and second-tier application support for various applications utilized by county employees. Candidates should possess prior experience in supporting both cloud applications and on-premises managed applications. A solid understanding of Service Desk functions, particularly in troubleshooting IT-related issues, is essential. The position requires familiarity with Microsoft Active Directory, Exchange, and Windows 10, employing best practices to effectively troubleshoot and resolve issues. Additionally, the role involves monitoring and resolving desktop and network security issues, as well as generating reports using database reporting tools. The Specialist will perform intermediate professional-level technology and communication services work under general supervision. Responsibilities include administering databases, developing data processing systems, and providing software maintenance and systems design. The role also entails interacting with user department personnel and software vendors to develop system performance specifications and estimating resource requirements based on functional specifications. Key duties include the installation and maintenance of network node desktop platforms, performing Active Directory administration, and participating in weekly operations meetings. The Specialist will conduct problem analysis, resolution, and tracking of user problems, assist in enterprise workstation imaging and deployment, and provide remote troubleshooting through diagnostic techniques. The position requires effective communication with clients, recording events and problems in logs, and following up on customer status and information. The Specialist will also assist in training users and documenting procedures, ensuring that all internal IT Service Desk requests are actioned efficiently.