Salary: $60.58 - $77.46 Hourly Location : Towson, MD Job Type: NON-MERIT Job Number: NM.127 08-2025 OIT Department: INFORMATION TECHNOLOGY Opening Date: 08/11/2025 Closing Date: Continuous

Regular Schedule: 34 hours per week

A Non-Merit vacancy exists in the Office of Information Technology.

Non-Merit positions are not classified within the Baltimore County Government Classification and Compensation Plan.

A list of eligible applicants will be established based on the examination as outlined below.

Current and future vacancies occurring in any Office or Department of Baltimore County General Government may be filled from the list of eligible applicants.

All interested candidates must apply at this time.

List all promotions and changes in job duties due to reclassification as separate work experiences on your application. Applicants must include the dates of the promotions and reclassifications.

Note: Failure to complete all fields of the "Work Experience" section of the application will result in your application not being considered. A resume will not be considered in determining your qualifications for a position. Applicants selected for an interview may provide a resume at that time.

You can attach your transcript(s) or license(s) to your application.

Failure to submit proof of Licenses, Certifications and Education will result in your application not being considered. Proof of licenses, certifications, and/or education must be submitted with each application.

Examples of Duties DEFINITION OF RESPONSIBILITY

Overseeing day-to-day IT Service operations while ensuring quality and adherence to SLAs and KPIs. Leading incident, problem management, change management, service improvement, and the IT Service Desk Team. Working with a subordinate is responsible for team scheduling, hiring, reviews, and managing staff of 17 in a 24x7x365 operations center.

Must be familiar with Active Directory, Windows 11, SCCM, enterprise printer management, Bomgar Remote Support, Microsoft Office 365, Cherwell ITSM or similar ticketing system.

EXAMPLES OF ESSENTIAL DUTIES Oversee functional groups of the NOC/Service Desk Team (3 shifts). This is inclusive of Coaching/Mentoring employees, managing employee resources, leave, scheduling assignments and other day to day 24X7X365 operations. Work on Customer Satisfaction issues, escalation management and response and resolution. This is inclusive of Emergency responses. Perform management duties such as hiring, training, performance evaluations, and PIPs progress monitoring. Collaborate with internal/external teams to learn business processes and recommend business process improvement for NOC/Service Desk to support those business processes. Assist with Network Operations Center (NOC) email queue when necessary Coordinate escalation to other OIT Teams as needed Mentor NOC personnel on hardware and software problem analysis and resolution Keep up-to-date information in ITSM Knowledge Base to assist with troubleshooting on all Tiers. Main contact for project implementations to review & implement support methodology. Ensure a high level of customer service and oversee that first call resolution will be provided by all team members. Ensure that NOC members are aware of upcoming changes to production systems and environments. Ensure Priority 1 SOPs are being followed. Serve as Change Advisory Board Facilitator. EXAMPLES OF OTHER DUTIES Other duties as assigned.

(NOTE: The duties and responsibilities listed above are for the purpose of determining a common set of minimum qualifications for all positions in this class. They may not include all of the essential job functions of each position in the class. Each position may not be required to perform all of the essential job functions listed.) Qualifications Required Qualifications

AA Degree in Information Technology, or a related field

plus

a minimum of (4) years technical and troubleshooting experience (IT Service Desk/NOC/Other IT related position).

Preferred Certifications: HDI Support Center Analyst HDI Support Center Team Lead Certification Information Technology Infrastructure Library (ITIL) Foundations Certification Information Technology Infrastructure Library (ITIL) Service Desk Analyst Certification MCP and/or A-Plus Training or Certification Proof of Licenses, Certifications and Education Applicants are required to submit proof of licenses, certifications and education beyond high school to meet the required and preferred qualifications of the position. Diplomas or transcripts must show the applicant's major field of study. Copies and unofficial transcripts are acceptable.

Failure to submit proof of Licenses, Certifications and Education will result in your application not being considered. Proof of licenses, certifications, and/or education must be submitted with each application. Proof of Degree Equivalency Applicants who have obtained a degree from outside the United States of America are required to submit degree equivalence documentation from World Education Services, Inc. ()

Mail or deliver documents to: ATTN: Service Desk Team Lead - Non-Merit Office of Human Resources Baltimore County Government 308 Allegheny Ave. Towson, MD 21204

You can attach your transcript(s) or license(s) to your application.

EXAMINATION PROCEDURE Applicants will be qualified based on an evaluation of their training and experience, as stated on their application. Applicants must state the dates and duties of past and present experience clearly and completely for evaluation purposes. Conditions of Employment This position works an average scheduled work week of 34 hours, Monday through Friday.

Persons appointed to this position may work extended hours, nights, weekends, and holidays as required. Employees may be subject to call to duty as required. Employees in this position must be available for on-call rotation for production problems 24 hours a day, 7 days a week. Perform off-hours system changes and updates. Travel within Baltimore County, and outside of the County for work and training. May be required to use their own vehicle to respond to remote sites for troubleshooting and repair work.

Incumbents must be of good moral character and emotionally stable. Physical and Environmental Conditions The work of this classification is essentially sedentary, and involves the use of computers and office machinery. Employment Background Investigation Applicants selected for an appointment to a position in Baltimore County must successfully complete an employment background investigation, including, but not limited to a criminal background, education, and fingerprint check. Employment Benefits for Non-Merit or Non-Classified, Part-Time Employees

Baltimore County General Government offers the following benefits to part-time, non-merit or non-classified employees. New employees are eligible for benefits upon hire, unless noted otherwise.

Equal Opportunity Employer Baltimore County is an equal opportunity employer and encourages minority, female and disabled applicants.

Smoke free workplace All Baltimore County offices are smoke free.

Drug free workplace Baltimore County provides a drug free workplace. Prospective employees are required to submit to urinalysis drug testing as part of the pre-employment physical examination.

Employee Assistance Program Our Employee Assistance Program provides confidential and professional assessment and referral assistance for employees and eligible dependents in the household who are experiencing personal problems that may be affecting work performance, job satisfaction, or overall quality of life.

Health Insurance In order to qualify for health insurance benefits (medical, prescription, dental and vision insurance), part-time employees must be scheduled for four (4) full work days plus two (2) hours each week.

Health Insurance benefits elected become effective the first day of the month following the date of hire if the employee has completed online enrollment prior to that date. New employees must enroll within thirty (30) calendar days of hire. Plans offered include:

Medical, Prescription, Dental and Vision insurance.

Flexible Spending Accounts Opportunity to set aside pre-tax dollars, through payroll deduction, for eligible unreimbursed medical care expenses and/or dependent care costs.

Life Insurance In order to qualify for life insurance benefits, part-time employees must be scheduled for four (4) full work days plus two (2) hours each week.

Employees may elect basic term life insurance for themselves equal to one time the employee's annual salary, rounded to the next higher $1,000. Employees contribute a portion of the premium through monthly payroll deductions. The County also offers an Additional/Employee paid Life Insurance plan with coverage up to $100,000.

Retirement Employees are required to participate in the Baltimore County Employees' Retirement System, with very limited exceptions.

Paid Leave Sick Leave - Monthly sick leave earnings prorated based on the number of hours worked per week. No maximum on accrual. Accrued balance can be applied toward service credit at retirement.

Vacation Leave - Monthly vacation leave earnings prorated based on the number of hours worked per week. Earnings increase after five, ten and fifteen years of service generally.

Holidays - Part-time 30 to 39 hour non-merit or non-classified employees will generally be paid for ten holidays per calendar year. Other part-time, non-merit or non-classified employees working 29 hours per week or less will receive two paid holidays per calendar year. These holidays are the Christmas holiday and the Independence Day holiday.

Bereavement Leave Jury Leave Military Leave

Baltimore County Employees Federal Credit Union Membership in Baltimore County Employees Federal Credit Union offers a full range of savings programs, loans, checking, direct deposit, payroll deduction, savings bonds, and other financial services.

Direct Deposit Payroll through direct deposit to the financial institution selected by employee is required.

Deferred Compensation Nationwide Retirement Solutions offers a 457 retirement plan allowing for payroll contributions of tax deferred dollars to investment options of your choice. Disclaimer

This is only a summary of benefits and policies in Baltimore County. Any benefit or policy may be changed at any time at the discretion of the administration. This summary does not constitute an express or implied contract, nor does it constitute a guarantee that your employment relationship will continue for any specified period of time or end only under certain conditions.