Information Technology Workstation Technician; Information Systems Support Specialist

This position announcement will be used to fill a full‑time, permanent, Information Systems Support Specialist vacancy in the Office of Information Technology with Anne Arundel County. This is technical support work at the full performance level involving the design, implementation, troubleshooting, and maintenance of a variety of computer platforms, operating and monitoring all multi‑platform hardware and software, and providing assistance to PC and network/telecommunications systems users.

The IT Technician provides advanced Level 3 support for computer systems and applications, encompassing the testing, implementation, and maintenance of hardware, software, and related systems. This role also involves managing workstation security vulnerabilities, deploying updates/patches, and creating user training and technical documentation.

• Tracking and monitoring PC problems to ensure timely resolution for customers (JIRA Service Management system).
• Recommend, implement, administer, deploy, and support county software, including Google Workspace, MDM, Chrome, drive encryption, Manage Engine, Cisco Secure Endpoint, Tenable sensors, Microsoft Office, and print services.
• Manage Active Directory, including creating and managing user accounts, setting up security groups, managing group policies, and maintaining the directory structure.
• Review and remediate all workstation security vulnerabilities, as well as deploy software updates and patches.

• Determining requirements for application systems, file sharing, equipment, and data communications.
• Installing, configuring, upgrading, and troubleshooting hardware, software, and data communications.
• Configuring all software parameters for security and operational efficiency.
• Testing systems for integrity and performance.
• Troubleshooting, diagnosing, and resolving computer problems in both network/telecommunications and stand‑alone environments.
• Providing support for multiple computer platforms, applications, and operating systems.
• Advising, training, and assisting users on optimum use of equipment.
• Ensuring installation of desktop hardware/software meets technical standards.
• Reviewing, preparing, and migrating all legacy/web application systems and documentation from development into production environments.
• Monitoring production environments for integrity and validity.
• Providing input on IT policies, standards, and procedures for operations, quality assurance, and security administration.
• Providing user training and documentation for hardware and desktop applications.
• Independently diagnosing desktop computing problems.
• Ensuring system security consistent with county policies and procedures.

Knowledge of computer science principles and practices, including relational database systems, structured design and programming, data communications, quality assurance, information technology security, and knowledge‑based systems. Familiarity with current developments in information technology, mobile and personal computer hardware and software, PC LAN system design and operation, office automation systems, and the organization and operation of the business department to which one is assigned.

Knowledge of quality assurance and IT security principles and practices, source and object code library management systems, web application development, and job control language. Skill in migrating and implementing application software from development to production, developing and maintaining operational documentation, using spreadsheets, word processing, graphics, communications, database management systems, and integrating data between diverse systems. Ability to use and interpret technical manuals, install and test software, apply basic quality assurance and computer/network security practices, and follow departmental IT security policy and standards.

Effective communication skills, both verbal and written, when assisting co‑workers with technological problems and requests, and the ability to work independently and follow standard operating procedures and departmental policies.

Two years of coursework with an AA certificate in electronic data processing from an accredited college, supplemented by courses in computer system administration or a related field; two years of experience in technical support and maintenance of computer systems, including the configuration and troubleshooting of hardware and software.

Preference will be given to:

• Experience with Google Suite
• Public (Government) Sector experience
• Experience with Endpoint Management
• Experience and knowledge of documentation and the creation of technical documentation for processes and user guides
• Experience and knowledge of security and compliance requirements (e.g., HIPAA, CJIS, Medicaid best practices)