HELP DESK SPECIALIST

Project Overview

The Register of Wills (ROW) Department is charged with the protection of Maryland?s Generational Wealth and requires IT services to develop, maintain, and operate applications and a distributed network of PCs, peripheral equipment, and servers. ROW operates in twenty-four (24) local jurisdictions (twenty-three (23) counties and Baltimore City), hereinafter referred to as ?ROW Offices.? The ROW client/server application is served by central servers installed within the Comptroller of Maryland?s Annapolis Data Center. The network consists of approximately four (4) central servers, twenty-four (24) office support servers, twenty-six (26) routers, 350 workstations, 260 printers, and 200 scanners. The twenty-four (24) ROW LANs are linked by a Wide Area Network (WAN) to central servers housed at the Annapolis Data Center.

Duties/Responsibilities

• Review current ROW IT systems, such as network, software, and hardware features, for any errors or issues.
  
• Provides technical end-user support, including researching user complaints, researching issues, answering technical questions, and/or assisting with application revisions.
  
• Collaborate with the ROW Technical Committee to determine which system requirements are necessary to remain efficient.
  
• Assist in developing new ROW IT systems that address and fix any issues shown in the current systems. Devise ways to add functionality to existing computer systems.
  
• Create analysis reports that represent the cost-benefit of any proposed upgrades.
  
• Assist the ROW IT team in implementing any new system that has been developed and is ready for deployment.
  
• Test and troubleshoot any recently implemented plans to ensure efficient operations.
  
• Maintains various records and/or documentation.
  
• Develop Instruction Manuals.
  
• Train ROW employees on how to use the new systems through training programs and documents.
  
• Gather and analyze system requirements.
  
• Design and document systems.
  
• Facilitate communication between stakeholders.
  
• Ensure system quality and performance.
  
• Manage system implementation and integration.
  

Requirements

Education

Bachelor's degree in IT, Information Systems, or related field.

Required Experience

• 3?5 years providing end?user/Help Desk support in a Microsoft Windows/O365 environment.
  
• Hands-on experience troubleshooting PCs, printers/scanners, and standard office applications.
  
• Experience creating user guides/instruction manuals and delivering end?user training.
  
• Familiarity with ticketing systems, escalation procedures, and SLA-driven support.
  
• Ability to elicit, document, and communicate system requirements and translate them into actionable tasks.
  
• Strong communication and customer service skills; ability to collaborate with technical and business stakeholders.
  

Benefits