Help Desk Specialist (ADMINISTRATOR I)

Introduction

Maryland Department of Labor is currently accepting applications from qualified candidates for an Helpdesk Specialist within the Division of Workforce Development and Adult Learning\r\n\r\nAs a member of team Labor, you can have a fulfilling career, while also enjoying a wide range of benefits such as medical and dental coverage, paid time off (i.e. vacation, sick leave), becoming vested in the State pension, supplemental retirement options, and even joining the Maryland State Employees Credit Union\r\n\r\n\r\n

GRADE

STD0016

LOCATION OF POSITION

100 S. Charles Street\r\nBaltimore, MD 21201�\r\n

Main Purpose of Job

The primary duties and responsibilities of this position are to provide technical and training assistance to the public and staff users of the Maryland Workforce Exchange Operating system. Incumbent will also provide assistance to the System Administrator on system projects and initiatives.

POSITION DUTIES

\r\n\r\n provides direct\r\n support, technical assistance, and training for the Maryland Workforce Exchange\r\n (MWE) system to staff, partner agencies, and public customers\r\n assistS with user support, troubleshooting, ticketing, account management,\r\n data reports, user accounts, and documentation.\r\n\r\n\r\n

MINIMUM QUALIFICATIONS

Education: Graduation from an accredited high school or possession of a high school equivalency certificate. \r\nExperience: Four years of administrative staff or professional work. \r\nNotes: \r\n1. Candidates may substitute 30 college credit hours from an accredited college or university for each year up to four years of the required experience. \r\n2. Candidates may substitute the possession of a Bachelor's degree from an accredited college or university for the required experience. \r\n3. Candidates may substitute the possession of a Master's degree from an accredited college or university for the required experience. \r\n4. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work related to the administration of rules, regulations, policy, procedures and processes, or overseeing or coordinating unit operations or functioning as a staff assistant to a higher ranking commissioned officer on a year-for- year basis for the required experience.\r\n

DESIRED OR PREFERRED QUALIFICATIONS

The following qualification is preferred, not required. However, if you have this experience it must be detailed in the job duty section on your application.\r\n\r\n Experience using Microsoft 365 and Google Workspace\r\n Six (6) months of experience providing IT Helpdesk customer service and providing IT assistance\r\n One (1)year of experience with troubleshooting and resolving technical issues for end users\r\n One (1)year of �professional experience with system testing, defect resolution, software and stress testing\r\n \r\n Experience working in a high pressure setting with time-sensitive demands\r\n\r\n

LICENSES, REGISTRATIONS AND CERTIFICATIONS

Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator's license valid in the State of Maryland. \r\n

SPECIAL REQUIREMENTS

\r\n\r\n\r\n\r\n\r\nAll candidates are subject to a background check against files maintained by the Division of Unemployment Insurance (Labor/DUI) to determine whether any monies are owed to Labor/DUI as a result of unemployment insurance overpayment/fraud. Any unpaid debt may have an impact on whether or not a candidate is offered employment.\r\n\r\n\r\n\r\n\r\n\r\n

SELECTION PROCESS

Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment.\r\nAll information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the eligible (employment) list for at least one year.\r\nPlease note: A resume may be attached as supplemental information; however, only the information provided in the application will be reviewed and considered in the evaluation process.�\r\nAll information concerning the qualifications, including any required documentation (diploma, transcript, certificate, etc.) must be submitted and received by the closing date. Information submitted after this date will not be considered.�\r\nFor positions that require Bachelor/Master Degree etc: Educational credentials from foreign countries must be evaluated by an approved education review service.�\r\nThis evaluation must be submitted prior to hire. For further information, you may call International Consultants of Delaware, Inc. (302) 737-8715 or World Education Services Inc. 1-800-932-3897 or (202) 331-2925.\r\n\r\n

EXAMINATION PROCESS

The assessment may consist of a rating of your education, training, and experience related to the requirements of the position. It is important that you provide complete and accurate information on your application. Please report all experience and education that is related to this position.\r\n***Please note that your answers on the supplemental questionnaire must correspond to the information provided on your application to receive credit\r\n

BENEFITS

Leave Benefits\r\nOur generous leave package for permanent State employees includes from ten to 25 days of annual (vacation) leave per year, depending on seniority, as well as six personal days each calendar year. In addition, the State offers eleven paid holidays and fifteen days of sick leave per year.\r\nWe also offer paid parental leave to eligible permanent State employees to care for and nurture children within 6 months of birth or within 6 months of an adoption of a child under 6 years of age.\r\nOur leave policies also adhere to the Family Medical Leave Act of 1993.\r\nRetirement Benefits​\r\nMaryland State employees are eligible for participation in a contributory defined benefit pension plan in which they are vested after ten years. State employees are also eligible to participate in two supplemental retirement plans: the 457 Deferred Compensation Plan and the 401(k) Savings and Investment Plan.​\r\nFlexible Work Schedules​\r\nEmployees of the State of Maryland typically work a forty-hour work week. Many State agencies offer their employees flexible work schedules. The Teleworking Program enables eligible state employees to work at home, at a satellite office, or at a Telework Center.\r\nStudent Loan Forgiveness\r\nEmployees with the State of Maryland are eligible to participate in the Federal Public Service Loan Forgiveness Program. ​ Participants that meet all requirements may qualify for forgiveness on the remaining balance on his or her Direct Loans after making 120 qualifying monthly payments under a qualifying repayment plan while working full-time in a qualifying public service position.� ​\r\nTo learn more about PSLF, please visit the Student Loan Repayment Benefits​ page.�\r\n​Free Mass Transit Benefit​\r\nPermanent State employees are entitled to use the Baltimore Light Rail, the Baltimore Metro Subway, the Baltimore Bus Service (Local Bus Service and Express Bus Service), as well as the following Baltimore Region Commuter Bus Routes:\r\nThere is no charge to the permanent State employee with a valid State ID card. This benefit can be used any time of the day or evening, including weekends. The Free Mass Transit Benefit does not include MARC trains, commuter buses that serve Washington, D.C., or any special event buses.�\r\nHealth Coverage\r\nWhen you come to work for the State of Maryland, as a permanent State employee (or a contractual employee who works at least 30 hours per week or an average of 130 hours a month for a period greater than 90 consecutive days), you and your family may benefit from our medical, prescription, dental and vision coverage. You also may be eligible for life, accidental death and dismemberment insurance plans at low group rates.\r\n\r\nReduced Child and Health Care Costs\r\nWorking for the Maryland State Personnel Management System entitles permanent State employees to participate in Healthcare and Dependent Daycare 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.�\r\nSTATE OF MARYLAND BENEFITS\r\n

FURTHER INSTRUCTIONS

\r\n\r\nOnline application process is strongly preferred.� However, if you are unable to apply online, or encounter difficulty attaching required or optional documentation, you may submit via mail or deliver in person. Please be sure to include your name, identification number (Easy ID#) and job announcement number on any documentation to ensure timely processing.\r\nCompleted applications, required documentation, and any required addendum may be mailed to:\r\nDepartment of Labor Office of Human Resources\r\nAttention: 26-002586-0054/ Linnea Maker�\r\n100 S. Charles Street, 5th Floor�\r\nBaltimore, MD 21201�\r\nFaxed or e-mailed applications will not be accepted.��A resume may be attached as supplemental information; however, only the information provided in the application will be reviewed and considered in the evaluation process.\r\n\r\nInquiries regarding this recruitment can be directed to Linnea.Maker2@maryland.gov.\r\nIf you are having difficulty with your user account, need to make adjustments to a submitted application or have general questions about the online application system, please contact the MD Department of Budget and Management at Application.Help@maryland.gov.\r\nMaryland Department of Labor is an equal opportunity employer. It is the policy of MDOL that all persons have equal opportunity and access to employment opportunities, services, and facilities without regard to race, religion, color, sex, age, national origin or ancestry, marital status, parental status, sexual orientation, disability or veteran status\r\n\r\n\r\n