IT/Telecom Support Specialist II (10667, Grade 22)

We are currently seeking an energetic, enthusiastic self-starter to be an IT/Telecom Support Specialist II.

The Maryland-National Capital Park and Planning Commission (M-NCPPC) is a six-time National Recreational and Parks Association Gold Medal Award Winner. Behind the vast and diverse Montgomery County Department of Parks system is a career staff complement of nearly 800 employees, 424 parks and over 37,000 acres of park land that serves a diverse population of more than one million residents in the Washington, DC area. Go to our website to learn more: https://www.montgomeryparks.org/

Reporting directly to the IT/Telecom Support Supervisor, the IT/Telecom Support Specialist II will provide IT support to the Montgomery County Department of Parks. Your responsibilities will include configuration and deployment of desktops/laptops/mobile devices, end user support and troubleshooting, and Microsoft application support.

Essential Functions

• In Help Desk support, the IT Support Specialist acknowledges assigned Help Desk tickets in a timely manner. This employee resolves tickets and documents the solution in the Help Desk database using the Help Desk software.
• In PC support and troubleshooting, the IT Support Specialist configures and deploys new desktops/laptops/tablets/printers; troubleshoots existing devices and peripherals; and installs and troubleshoots both standard and specialized applications.
• The IT Support Specialist provides thorough and timely support to our Enterprise facilities such as ice rinks, indoor tennis facilities, and a public garden, to ensure point-of-sale systems are operational for ticket sales.

Duties may include, but are not limited to the following:

• Provide end-user support in one or more functional areas such as desktop support, telecommunications, mobile devices, file server access, peripherals, and software support. Respond quickly to Help Desk tickets and provide thorough service to the customer and document all work done. Troubleshoot hardware and software problems, printers, PCs, and LAN connections. Install software patches, fixes, and updates; scan for viruses and malware to detect and clean infections.
• Install, configure, and test hardware/software and peripheral equipment. Perform research to resolve problems, seeking help from a more experienced Tech Team member or supervisor when necessary.
• Under supervision, conduct system analysis to determine end-user needs for new software or hardware. Develop plans for configuring, testing, and installing systems; research hardware and software capabilities, compatibility, and other characteristics.
• Participate in performing network administration tasks; under direction, add, delete, modify objects in Active Directory; give immediate attention to common end-user problems; assist in monitoring the status of the file servers, and perform preventive maintenance.
• Under direction, place service calls to providers during outages or intermittent problems; perform troubleshooting and remedies under direction of WAN administrator; receive alarms from network monitoring system and take appropriate action to correct them.
• Keep supervisor informed of work activities, progress, and problems. Participate in the development and recommendation of standards, policies, and procedures; assist in developing goals and objectives. Create project plans for migrations and implementation of new systems; prepare end-user and technical documentation.
• Maintain up-to-date knowledge of hardware and software in use at the Commission. Operate computers proficiently with advanced knowledge of core software used in the Commission including the Microsoft Office 365 and specialized software.
• Effectively communicate in writing and orally, including making oral presentations at meetings.
• Frequent travel to Parks sites (valid driver’s license required).
• Weekend coverage rotation, as needed.

Important Skills and Characteristics:

• Excellent analytical, logical thinking, and problem-solving skills.
• Effective communication skills, including speaking, writing, and active listening.
• Ability to communicate technical information to fellow team members and non-technical staff.
• Collaborative with a strong work ethic, a cooperative spirit, and creative thinking.
• Adaptable and willing to learn new technologies and applications.
• Must have the ability to multitask.

Preferred Skills and Experience:

• Microsoft Windows 10/11
• Point-of-sale systems
• Microsoft Office 365
• Active Directory
• Experience with IT asset Inventory management
• Networking knowledge

Working Conditions

Work is performed in an office setting and remote sites. Work involves walking, standing,
bending, crouching, and may carry equipment and supplies up to 49 pounds. Work must be
performed accurately and may require occasional overtime, after-hours, weekend or on-call
work.

DIVERSITY STATEMENT: Montgomery County Department of Parks believes that diversity in all dimensions of the organization supports and bolsters the innovative thinking essential to its success. Montgomery County Parks does not make hiring decisions on the basis of race, ethnicity, national origin, gender, gender identity, sexual orientation, age, disability, religion, political affiliation, ideology or status as a Veteran.

Please Note: The salary range listed above represents the earning potential for this position. Salary is commensurate with experience.

Very competitive and flexible benefits programs available!

This position is eligible for a sign-on bonus (external candidates only).

Get to know Montgomery Parks and the opportunities available: https://www.montgomeryparks.org/about/divisions/

• Associate’s Degree in Computer Science, Information Management Systems, or any related field.
• Three (3) years of experience in information technology support functions.
• An equivalent combination of education and experience may be substituted, which together when total five (5) years.
• Depending upon area of assignment, a valid driver’s license in accordance with both State and Commission rules and regulations. Driver’s license must be unencumbered by restrictions, revocations, suspensions, or points that could limit the employee’s ability to drive Commission vehicles or perform driving duties required by the position of assignment.
• Pass Commission medical examination.

Classification Specification – IT/Telecom Support Specialist II

Person(s) hired for this position must provide proof of being fully vaccinated for COVID-19 (with limited religious or medical exceptions).