Tier 1 Helpdesk Support IT Functional Analyst II

Introduction

The Maryland Department of General Services (DGS) supports State and local government agencies, as well as local non-profit organizations and the citizens of Maryland, by providing facilities management, real estate and surplus property services, as well as security and law enforcement for State buildings. DGS is also responsible for a full spectrum of facilities, engineering, design and construction services, almost $1 billion in annual contract administration, and overseeing the State procurement process.

Here at DGS, we truly Do Great Service… Consider joining our team!

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DGS Business Enterprise Administration
301 W. Preston Street
Baltimore, MD 21201

This position is eligible for a hybrid work schedule.

The 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. This position 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 a 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 ongoing user support, coordinating system development and implementation, and training users on the functionality of applications for agency or statewide systems housed on mainframe computers or large client‑server platforms.

• Candidates may substitute a Bachelor’s degree in Accounting, Finance, Business Administration, Public Administration, Human Resources Management, Information Technology or related field with specific coursework in the structure and use of automated information systems and one year of experience providing problem analysis and ongoing user support, coordinating system development and implementation, and training users on the functionality of applications for agency or statewide systems housed on mainframe or large client‑server platforms for the required experience.
• Candidates may substitute an Associate’s degree in Accounting, Finance, Business Administration, Public Administration, Human…