Tier 1 Helpdesk Support; IT Functional Analyst II

Location and Grade

GRADE: 18

POSITION: DGS Business Enterprise Administration, 301 W. Preston Street, Baltimore, MD 21201. Hybrid work schedule.

IT Functional Analyst II provides frontline technical support and centralized application assistance for DGS enterprise systems, including Maryland’s eMaryland Marketplace Advantage (eMMA) procurement platform and related business applications. The role delivers Tier 1 IT support services by troubleshooting user issues, resolving incidents, managing service requests, and ensuring timely escalation and resolution in coordination with technical teams and stakeholders.

• Serves as primary technical support resource and centralized point of contact for enterprise application and platform support, delivering responsive customer service to internal government agencies and external stakeholders.
• Provides Tier 1 helpdesk support by diagnosing technical issues, performing remote troubleshooting, resolving user incidents, and escalating complex matters to Tier 2 support and program leadership when necessary.
• Guides users through issue resolution processes, account access support, and platform functionality while promoting self‑service resources and adherence to established operational procedures and best practices.
• Manages and maintains detailed service records, incident documentation, customer communications, and resolution tracking within enterprise helpdesk ticketing systems to support accountability and operational transparency.
• Collaborates with cross‑functional technical and business teams to identify process improvements, communicate customer feedback, and enhance system performance, user experience, and service delivery standards.
• Supports system administration activities, including troubleshooting remedies, assisting with bug resolution, configuration support, and maintaining continuity of operations for mission‑critical applications.
• Assists with procurement‑related requirements gathering, business process documentation, and stakeholder coordination to support evolving operational and system needs.
• Participates in implementation testing, system configuration validation, and change management activities while maintaining technical proficiency through ongoing vendor training and platform expertise development.
• Develops and maintains technical documentation, configuration records, audit materials, disaster recovery resources, and supplemental training materials to ensure continuity of service and operational compliance.

Two years of experience providing problem analysis and user support, coordinating system development and implementation, and training users on agency or statewide systems housed on mainframe computers or large client‑server platforms. Candidates may substitute a Bachelor’s degree or an Associate’s degree with specific coursework and one to one‑year‑six‑month experience, or U.S. Armed Forces military service experience as a commissioned officer in relevant classifications.

• Two or more years of experience providing IT helpdesk or technical support services within an enterprise environment.
• Two years of experience working on a customer support helpdesk with a focus on incident management and user support.
• Two years of experience supporting an IT service desk, including ticket triage, escalation, and resolution using standard ITIL practices.
• Proficiency in using CRM or ITSM tools (Service Now, Fresh Desk, Jira, Confluence, or similar) for tracking and managing support requests.
• Working knowledge of enterprise systems such as Ivalua or similar financial/ERP systems, including user support and basic troubleshooting.
• Proficiency in Google Workspace and Microsoft Office products and applications.

• Tuition reimbursement for those who qualify.
• Flexible work schedules and telework opportunities.
• Free mass transit in Baltimore & Annapolis.
• Generous paid leave that increases with years of service.
• Paid holidays.
• Health coverage with low out‑of‑pocket costs.
• Employee & employer contributory pension plan.

As an equal opportunity employer, Maryland is committed to recruiting, retaining, and promoting employees who are reflective of the State’s diversity. People with disabilities and bilingual candidates are encouraged to apply. We thank our Veterans for their service to our country.