Computer Information Services Specialist Technical Support Analyst

Introduction

The Office of the Public Defender is a statewide independent agency charged with providing superior legal representation to indigent defendants. The agency’s vision is Justice, Fairness and Dignity for All. Employees are committed to the core values of culture of excellence, client centered representation, tenacious advocacy, and are united in achieving the agency’s mission.

OPD has a centralized Information Technology headquarters office located in Anne Arundel County and numerous field locations to include local OPD offices, courthouses, local detention centers and mental health hospitals. The Information Technology Division provides department-wide technology planning, acquisition, policies, connectivity, and support for a broad portfolio of infrastructure and applications operating in an enterprise caliber environment.

MOPD is further committed to providing equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs and activities by modifying or adjusting the job application process or the job or work environment to make reasonable accommodations to the known applicant or employee to enable the applicant or employee be considered for the position they desire; to perform the essential functions of the position in question;

or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation imposes an undue hardship. Applicants must be able to operate a computer and other office equipment. Applicants must have access to a motor vehicle or be able to navigate public transportation. If a reasonable accommodation is needed, please contact Tawanda Jackson, Human Resources Supervisor,  tawandal.jackson

15

Information Technology Division
989 Corporate Drive
Linthicum, Maryland 21090

A Computer Information Services Specialist I is the intermediate and full performance levels of work evaluating, implementing and maintaining personal computer hardware and software. Employees in this classification do not supervise.

The Computer Information Services Specialist I provides telephone, email, and in-person/on-site technology support to Office of the Public Defender (OPD) staff members. The Computer Information Services Specialist I provides excellent customer service when responding to agency staff support requests and inquiries to perform troubleshooting and problem resolution on computers, agency-managed mobile devices, printers and other peripheral devices. This position participates in the execution of technology projects and initiatives.

The Computer Information Services Specialist I contributes to the achievement of service desk goals and objectives. This position may travel to various agency sites to perform on-site work requests and/or deploy new technology devices. The incumbent within this position must possess the technical expertise, and knowledge of technology used by OPD agency staff along with the steps for troubleshooting and resolving commonly reported technology issues.

Must be able to assist OPD staff in the use of newly deployed technology solutions. Must be proactive in communicating and escalating high-visibility events to the Technology Support Operations Manager, as well as to other IT Department management as appropriate. Essential job functions the incumbent within this position will complete includes performing troubleshooting and problem resolution on computers, mobile devices, printers, network devices and other peripheral devices.

The incumbent will install software on devices, serve as the point of escalation for technology incidents and requests requiring in-person support, log all support request activities into the support tracking system, and elevate support tickets requiring advanced support while complying with departmental standards for responsiveness, escalation and problem resolution. The incumbent will also participate in the execution of technology infrastructure projects and initiatives as assigned and proactively communicate the status of various IT…