Agency IT Associate (NCS) - Department of Finance

THIS IS A NON-CIVIL SERVICE POSITION

SALARY RANGE:
$65,393.00 - $104,724.00 ANNUALLY

Get to Know Us

Welcome to the City of Baltimore! Experience the reward of a fulfilling career and enjoy the added element of excitement in a vibrant, diverse atmosphere. The City of Baltimore offers limitless opportunities to help drive social impact, both on the job and in the community, while serving its citizens. Join us in making Baltimore a great place to live and work. In the City of Baltimore, we hire great people and provide them with the skills and opportunities to grow toward their career aspirations. If you are looking for a career change or interested in learning more, explore our opportunities and benefits programs. We are excited to have you as a part of the City of Baltimore Team! The city offers medical, prescription drug, dental, vision, optional life, AD&D, and FSA plans. This office also supplies wellness programs, support groups, and workshops. You can learn about our benefits here: https://humanresources.baltimorecity.gov/hr-divisions/benefits

JOB SUMMARY:

The City of Baltimore’s Department of Finance is seeking an Agency IT Associate that will assist with system upgrades, resetting passwords and unlocking user accounts; set up user PC equipment; manage printers/copiers and queue prompting systems; troubleshoot power, network, and system outages; create, review, and update job aids, standard operating procedures, and other training materials working with Change Management when needed; and creating and monitoring user requests via SolarWinds incident tickets and Charm Tickets. This position will report directly to the Bureau Chief.

ESSENTIAL FUNCTIONS:

• Hardware and Software Support: 

• Install, diagnose, repair, and maintain computer hardware, peripherals, and equipment. 

• Troubleshoot problematic areas (in person or via communication channels like telephones or email) with accuracy and speed. 

• Assist staff and stakeholders in resolving IT-related incidents and requests. 

• Network and Connectivity: 

• Evaluate and test existing networks and systems. 

• Perform regular maintenance to ensure all systems operate correctly. 

• Ensure desktop computers seamlessly connect with various systems. 

• System Upgrades and Patches: 

• Implement system upgrades to guarantee longevity. 

• Resolve software issues related to the company. 

• Inventory and Security:  

• Keep computer inventory up to date. 

• Maintain passwords, data integrity, and file system security. 

• Monitor system configurations and functionality. 

• Customer Service: 

• Provide impeccable service to customers (both in person and over the phone). 

• Ensure customer satisfaction while addressing their needs. 

• Training and Deployment: 

• Organize training sessions for staff on new software and hardware usage. 

• Assist in testing and deploying new applications and systems. In collaboration with other BCIT teams 

MINIMUM QUALIFICATIONS

Education: Have an Associate degree in Computer Science or related discipline from an accredited college or university.

AND

Experience: Have one year of experience in a multi-operation system or production control environment.

OR

Equivalency Notes: Have an equivalent combination of education and experience.

KNOWLEDGE, SKILLS AND ABILITIES

• Knowledge of and experience with leading requirements gathering processes.
• Ability to work closely with stakeholders; including, agency users, information technology security and integration teams to develop high-quality, scalable, and maintainable Workday reporting solutions that meet stakeholder needs. 
• Knowledge of ticket management systems, with experience managing ticket process in JIRA (SolarWinds / Charm).  Experience preparing and presenting detailed documentation to the Change Control Board to acquire approval for moving reports into the production environment. 
• Skill in managing software release updates; including coordinating with stakeholders, developing and conducting testing on release modifications.
• Experience working with ERP systems required, Workday and/ or RSI experience preferred.
• Knowledge of the installation, maintenance, and enhancement of microcomputer systems.  
• Knowledge of the interrelationship of systems analysis, computer programming, and information technology operations.  
• Knowledge of current trends and developments in network-based communications systems.  
• Knowledge of computer-based communications protocols.  
• Skill in installing, repairing, and troubleshooting network programs, hardware, and systems.  
• Ability to analyze, apply logic and solve technology problems.  
• Ability to establish and maintain effective working relationships with vendors, management, technical co-workers and support specialists, and system users.  
• Ability to schedule and perform preventative and corrective maintenance procedures and repairs.  
• Ability to write detailed technical reports and analyses.  
• Ability to develop a working knowledge of computer systems software and operating systems.   

ADDITIONAL INFORMATION

Background Check                                        

Eligible candidates under final consideration for appointment to positions identified as positions of trust will be required to complete authorization for a Criminal Background Check and/or Fingerprint must be successfully completed. 

Probation 

All persons, including current City employees, selected for this position must complete a mandatory six-month probation. 

Baltimore City Government is an Equal Employment Opportunity Employer, and we are committed to a workplace that values diversity, equity, and inclusion. The City of Baltimore prohibits discrimination on the basis of race, color, religion, age, sex, ancestry, creed, national origin, disability status, genetics, marital status, military service, sexual orientation, gender identity/expression or any other characteristic protected by federal, state or local laws. Applicants requiring accommodations during the hiring process should contact the Department of Human Resources directly. Do not attach your request for accommodation to the application. 

BALTIMORE CITY IS AN EQUAL OPPORTUNITY EMPLOYER