Desktop Support Specialist (Information Technology Specialist III), Grade 26

About the Department

WHO WE ARE

WHO WE ARE LOOKING FOR

Position Duties

• The Desktop Support Analyst (Information Technology Specialist III) is a senior-level technical professional responsible for providing advanced desktop support to DHHS employees across multiple office locations. This position plays a key role in ensuring end-user devices, peripherals, and applications function efficiently and securely to support daily operations and service delivery. Responsibilities include, but are not limited to: Provide tier II/III technical support for desktops, laptops, mobile devices, printers, and related hardware. Troubleshoot and resolve issues with Windows OS, Microsoft 365, remote access (VPN), and DHHS supported applications. Install, configure, and maintain hardware and software, ensuring compliance with County IT standards. Respond to and resolve incidents and service requests via the County's helpdesk ticketing system in a timely and professional manner. Set up and support end-user devices for new hires, including imaging, user profiles, and access provisioning. Provide on-site and remote support for DHHS offices, including MCPS health rooms. Collaborate with the County's central IT and security teams on system updates, patching, and security compliance. Assist with hardware inventory tracking, asset management, and equipment lifecycle replacement. Train and guide end users on basic IT practices, best practices, and new technology rollouts. Support audio/visual and teleconferencing setups for meetings and agency events as needed. Perform other job-related duties, IT projects as assigned. Additional Information: Work Location: This position requires the ability to attend meetings or perform work at locations outside the office.
• The Desktop Support Analyst (Information Technology Specialist III) is a senior-level technical professional responsible for providing advanced desktop support to DHHS employees across multiple office locations. This position plays a key role in ensuring end-user devices, peripherals, and applications function efficiently and securely to support daily operations and service delivery. Responsibilities include, but are not limited to:
• Provide tier II/III technical support for desktops, laptops, mobile devices, printers, and related hardware.
• Troubleshoot and resolve issues with Windows OS, Microsoft 365, remote access (VPN), and DHHS supported applications.
• Install, configure, and maintain hardware and software, ensuring compliance with County IT standards.
• Respond to and resolve incidents and service requests via the County's helpdesk ticketing system in a timely and professional manner.
• Set up and support end-user devices for new hires, including imaging, user profiles, and access provisioning.
• Provide on-site and remote support for DHHS offices, including MCPS health rooms.
• Collaborate with the County's central IT and security teams on system updates, patching, and security compliance.
• Assist with hardware inventory tracking, asset management, and equipment lifecycle replacement.
• Train and guide end users on basic IT practices, best practices, and new technology rollouts.
• Support audio/visual and teleconferencing setups for meetings and agency events as needed.
• Perform other job-related duties, IT projects as assigned.

Work Location

• This position requires the ability to attend meetings or perform work at locations outside the office.

Minimum Qualifications

• Experience : Three (3) years of professional experience in the information technology field in such areas as providing on-site and remote support for desktop support, hardware/software troubleshooting, and network connectivity issues in a large, multi-user environment. Education : Bachelor’s degree in computer science or a related field from an accredited college or university. Equivalency : An equivalent combination of education and experience may be substituted. Physical Ability : Ability to lift boxes containing computer support items and equipment such as printers, computers, modems, and monitors weighing up to 50 pounds. License: - Possession and maintenance at all times of a valid Class "C" (or equivalent) driver's license from the employee's state of residence when required for the job-related duties.
• Experience : Three (3) years of professional experience in the information technology field in such areas as providing on-site and remote support for desktop support, hardware/software troubleshooting, and network connectivity issues in a large, multi-user environment.
• Education : Bachelor’s degree in computer science or a related field from an accredited college or university.
• Equivalency : An equivalent combination of education and experience may be substituted.
• Physical Ability : Ability to lift boxes containing computer support items and equipment such as printers, computers, modems, and monitors weighing up to 50 pounds.

Other Qualifications

• Preferred Criteria: The applications of those individuals meeting the minimum qualifications will be reviewed to determine the extent, relevance of training, and experience in the following areas: Familiarity with systems such as Microsoft 365, ServiceNow (or similar ticketing systems), Active Directory, Virtual Desktop Infrastructure (VDI), and remote support. Demonstrated technical proficiency and troubleshooting skills in a large multi-user federal, state, or local government environment Experience working in a healthcare environment, understanding HIPAA, cybersecurity best practices, and secure handling of sensitive data within a healthcare setting. Interview selection will be based on the following interview preference criteria: Proven experience in desktop support, hardware/software troubleshooting, and network connectivity issues in a large, multi-user environment. Experience with Enterprise Systems and Tools Strong communication and customer service skills, and the ability to communicate technical issues clearly to non-technical users and maintain a professional, customer-focused demeanor under pressure Knowledge of IT Security and Compliance requirements

Preferred Criteria

Interview selection will be based on the following interview preference criteria

Benefits

• Leave Benefits Our generous leave package starts with non-MLS permanent and term employees earning 15 days of sick leave and 15 days of annual leave in their first year, as well as up to three additional personal days each calendar year. Positions in MLS earn 35 days of paid time off each year. In addition, we offer all employees 10 paid holidays. Our leave policies adhere to the Family Medical Leave Act of 1993, and we provide six weeks of paid parental leave for new parents. Retirement Benefits All permanent and term positions are eligible for robust retirement plans. Public safety positions are eligible for a defined benefit pension plan in which they are vested after only five years. Employees in non-public safety positions can participate in retirement plans that contribute up to 12 percent of their annual salary. All employees can also participate in a supplemental retirement plan, the 457 Deferred Compensation Plan, to contribute even more to their retirement goals. Tuition Assistance & Student Loan Forgiveness Montgomery County employees are eligible to participate in the Federal Public Service Loan Forgiveness Program. Participants who meet all requirements may qualify for forgiveness on the remaining balance on their Direct Loans after making 120 qualifying monthly payments under a qualifying repayment plan while working full-time in a qualifying public service position. To learn more about PSLF, please visit the Student Loan Repayment Benefits page. Our tuition assistance program allows you to receive up to $2,130 annually in tuition assistance to help you achieve a degree that supports your career path. Free Mass Transit Benefit County employees are entitled to use the RideOn Bus service for free with a valid County-employee ID. This benefit can be used any time of the day or evening, including weekends. We also offer a pre-tax flexible spending account to reduce the cost of other mass-transit options such as MARC trains and Metro. Reduced Child and Health Care Costs Working for Montgomery County also entitles permanent and term employees to participate in healthcare and childcare Flexible Spending Accounts. These plans allow eligible employees to save on a pretax basis for healthcare and dependent care costs incurred during the plan year. Employee Wellbeing We deeply care about your holistic wellness. Our award-winning wellness program, LiveWell, will support you in improving and maintaining your physical, mental, financial, social, and intellectual well-being. Learn more about our wonderful benefits available to you once you join our team. Montgomery County Benefits

Leave Benefits

• Our generous leave package starts with non-MLS permanent and term employees earning 15 days of sick leave and 15 days of annual leave in their first year, as well as up to three additional personal days each calendar year. Positions in MLS earn 35 days of paid time off each year. In addition, we offer all employees 10 paid holidays. Our leave policies adhere to the Family Medical Leave Act of 1993, and we provide six weeks of paid parental leave for new parents. Retirement Benefits All permanent and term positions are eligible for robust retirement plans. Public safety positions are eligible for a defined benefit pension plan in which they are vested after only five years. Employees in non-public safety positions can participate in retirement plans that contribute up to 12 percent of their annual salary. All employees can also participate in a supplemental retirement plan, the 457 Deferred Compensation Plan, to contribute even more to their retirement goals. Tuition Assistance & Student Loan Forgiveness Montgomery County employees are eligible to participate in the Federal Public Service Loan Forgiveness Program. Participants who meet all requirements may qualify for forgiveness on the remaining balance on their Direct Loans after making 120 qualifying monthly payments under a qualifying repayment plan while working full-time in a qualifying public service position. To learn more about PSLF, please visit the Student Loan Repayment Benefits page. Our tuition assistance program allows you to receive up to $2,130 annually in tuition assistance to help you achieve a degree that supports your career path. Free Mass Transit Benefit County employees are entitled to use the RideOn Bus service for free with a valid County-employee ID. This benefit can be used any time of the day or evening, including weekends. We also offer a pre-tax flexible spending account to reduce the cost of other mass-transit options such as MARC trains and Metro. Reduced Child and Health Care Costs Working for Montgomery County also entitles permanent and term employees to participate in healthcare and childcare Flexible Spending Accounts. These plans allow eligible employees to save on a pretax basis for healthcare and dependent care costs incurred during the plan year. Employee Wellbeing We deeply care about your holistic wellness. Our award-winning wellness program, LiveWell, will support you in improving and maintaining your physical, mental, financial, social, and intellectual well-being. Learn more about our wonderful benefits available to you once you join our team. Montgomery County Benefits

Supplemental Questions