End User Support Specialist II - BCIT

Salary Range: $74,803.00 - $ annually

End User Support Specialist II – The Baltimore City Office of Information and Technology (BCIT) is seeking an End User Support Specialist II to serve as the first point of contact for executive level and other high‑profile clients seeking technical assistance. This role provides on‑site coverage within assigned departments, including their remote or satellite locations, and includes 7x24x365 on‑call coverage.

• Represent the BCIT End User Support department when engaging with VIP clients such as the Mayor’s Office, Baltimore City Council and the Legal Department.
• Identify and document IT needs.
• Perform troubleshooting and determine the best solution for technical issues and queries.
• Provide on‑site support and coverage for assigned departments and remote locations.
• Participate in on‑call coverage as required.

• Associate degree or equivalent combination of education and experience.
• At least 2 years of related technical experience.
• Prior certification in ITIL 4, A+, Network+ or equivalent adds credit.

• Background check clearance (Criminal Background Check and/or Fingerprint).
• Completion of a mandatory six‑month probationary period.

• Medical, prescription drug, dental, vision, optional life, AD&D, and FSA plans.
• Wellness programs, support groups, and workshops.

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.