Desktop Specialist (11346, Grade 18)

• Do you enjoy helping computer users?
• Do you crave the challenge of solving problems?
• Are you constantly learning and curious about Information Technology?

If this sounds like you, the Montgomery County Planning Department is the place you want to be! We are currently seeking a Desktop Specialist with strong IT help desk support experience for our Information Technology and Innovation (ITI) Division to provide onsite and remote Tier 1 and Tier 2 technical support to the department.

The candidate should demonstrate strong technical knowledge and experience with Microsoft Office 365 Suites (e.g., Word, Excel, OneNote, PowerPoint), Active Directory, Microsoft Teams, OneDrive, HP Laptops/Tablets, and Microsoft Windows 10 and 11 Operating Systems. The successful candidate is expected to interface with internal customers and various technical support teams.

Acknowledges and resolves Help Desk tickets and provides general help desk support with working knowledge of opening and maintaining help desk cases using IT Service Management (ITSM) tools such as EasyVista, ServiceNow, or similar. The ability to accurately summarize and document end-user interaction is required

• Follows up with customers to confirm issue resolutions and satisfaction
• Configures and deploys desktops, laptops, tablets, mobile devices, and peripherals and updates IT inventory following standard operating procedures
• Knowledge of Level 1 network and VPN diagnosis and troubleshooting skills
• Hands-on working knowledge of Windows 10 & 11 operating systems
• Performs weekend and essential employee coverage according to rotation schedule
• Drives fleet vehicles to remote facilities to deliver equipment and provide desktop support when onsite service is required. Maintains fleet usage log daily following fleet usage guidelines
• Meets with users in Teams to provide remote support, when necessary, using appropriate troubleshooting tools and techniques
• Ability to troubleshoot and diagnose hardware and software failures, communicate the remediation plans to users and provide status updates
• Properly schedules remote site visits with regard to logistical efficiency
• Provides support with audio-visual equipment and video conferencing setup in conference rooms
• Provides onboarding and training for new employees on desktop/laptop setup, software application, and IT policies
• Ensures IT policies are adhered to at all times by end-users, increasing user awareness when necessary of existing IT policies
• Ensures existing documentation on processes/procedures are updated
• Researches new or proposed solutions prior to implementation
• Ability to work independently and within a team to ensure the health of ITI desktops/laptops and related hardware.
• Successfully analyzes and defines systems configurations when changes are needed, including specific ITI desktop/laptop image changes
• Supports and administers common applications as well as third-party applications running on Windows and Mac, such as Adobe Creative Cloud, Adobe Sign, GIS, AutoCAD, and Zoom.
• Determines systems specifications and recommends appropriate equipment upgrades when necessary
• Carefully analyzes existing procedures before making appropriate recommendations
• Relocates IT equipment, including desktop computers, monitors, portable devices, and other general peripherals. Must have the ability to bend, squat, crawl, and kneel
• Familiarity with PowerShell scripts
• Meets implementation dates and deliverables as planned

Effectively Uses Project and Management Plans

• Creates a project plan for all new projects
• Creates and maintains a management plan for areas of responsibility
• Routinely briefs supervisor on project and management plans

1. Associate's Degree in Computer Science, Information Management Systems, or any related field.
2. One (1) year of experience in information technology support functions.
3. An equivalent combination of education and experience may be substituted, which together when total 3 years.
4. Pass Commission medical examination
5. 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.

In addition to the minimum qualifications, the ideal candidate will have the following:

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• EasyVista ticketing experience
• Office 365 end-user support expertise
• Mac OS end-user support expertise
• SCCM user console experience

Classification Specification: IT/Telecom Support Specialist I

May be subject to medical, drug and alcohol testing.

About Us

Montgomery Planning is part of The Maryland-National Capital Park and Planning Commission (M-NCPPC). For over 95 years, M-NCPPC has had a national reputation for excellence in planning, and today serves a culturally diverse population of over one million people on the border of Washington, D.C. in Montgomery County. We provide countywide planning functions including long-range planning, as well as reviews of development applications in diverse built environments of downtown urban districts, suburban communities, and agricultural areas. We have pioneered nationally modeled programs in agricultural preservation, inclusionary housing, and transit-oriented design. To learn more about who we are and what we do, we encourage you to watch this brief video here and visit our website at www.montgomeryplanning.org.

The M-NCPPC offers competitive salaries, excellent benefits, generous leave plans, an employee pension plan, and a deferred compensation plan. Positions may qualify for public service student loan forgiveness. Montgomery Planning is conveniently located minutes from Washington, DC in downtown Wheaton, MD next to the Wheaton Metro Station, several bus lines, and bikeshare. A commuter stipend is available. Telework opportunities (up to two days a week) and tuition assistance are also available. We work in one of the first LEED Platinum-certified government-owned office buildings in Maryland.

Diversity Statement

The Maryland-National Capital Park and Planning Commission (M-NCPPC) is an Equal Opportunity Employer. We celebrate a workplace culture of diversity, equity and inclusion without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, sexual orientation, marital status, disability, genetic information, gender identity, or any other non-merit factor.

The salary range listed above represents the earning potential for this position. Salary is commensurate with experience. This position is eligible for a sign-on bonus (external candidates only).

Applicants with Disabilities under the Americans with Disabilities Act