Desktop & AV Specialist (11346, Grade 22) bei The Maryland-National Capital Park & Planning Commission, MD

About the Department

• Do you enjoy helping computer users?
• Do you crave the challenge of solving problems?
• Do you have virtual meeting expertise and experience?

If this sounds like you, then the Montgomery County Planning Department is where you want to be! We are currently seeking an energetic, tech-savvy, and experienced Desktop & AV Specialist.

Reporting directly to the System Engineer Supervisor, the Desktop & AV Specialist works independently on a team of desktop support specialists that provides routine and complex IT support to the department. Your responsibilities will include managing large high-profile, public meetings and live events in Teams and Zoom and providing training on and troubleshooting state-of-the-art Teams-enabled conference rooms. The candidate should demonstrate strong technical knowledge and experience with Microsoft Office 365 Suites, Active Directory, Microsoft Teams, OneDrive, HP Laptops/Tablets, and Microsoft Windows 11 Operating Systems.  In addition to desktop support, your responsibilities will include administration of NetMotion, AutoDesk, Sketchup, MDM, and SCCM. Lead ad hoc projects, as requested by management, with a willingness to contribute outside the scope of your role to support teammates. Conduct daily activities with a focus on Cyber Security risks in order to mitigate them throughout the department. To be successful in this role, you must be technically savvy, able to work well under pressure, and have excellent customer service skills and follow-through.

Position Duties

Acknowledges and resolves Help Desk tickets, effectively prioritizing tickets and keeping end users informed of progress toward closure with working knowledge of IT Service Management (ITSM) tools such as EasyVista, ServiceNow, or similar. Demonstrated ability to accurately summarize and document end-user interactions is required. 

• Prepares technical end-user documentation, develops and conducts training, and prepares written and oral communications to end users, peers, and management. 
• Proactively ensures conference room technology is functioning properly and prioritizes help desk tickets when issues arise. Handle annual maintenance agreement with vendor for conference room support, tracking all requests for service and ensuring vendor SLA is met.  
• Supports and administers large public meetings and weekly Montgomery County Planning Board meetings, primarily using Teams and Zoom.
• Resolves Help Desk tickets efficiently, communicating with users and thoroughly documenting solutions.
• Deploys, configures, and maintains desktops, laptops, mobile devices, and peripherals, and updates IT inventory according to standard operating procedures.
• Analyzes and resolves hardware, software, and networking issues, applying knowledge of TCP/IP, DNS, DHCP, and VPNs.
• Analyzes impact of major operating system upgrades, minor upgrades, and routine patches of operating systems including both Windows 11 and MacOS, to plan for upgrades in a timely manner and to prevent end-user downtime. MacOS experience is highly valued.
• Performs weekend and essential employee coverage, as scheduled.
• Meets with users in Teams to provide remote support, when necessary, using appropriate troubleshooting tools and techniques.
• Ensures IT policies are adhered to at all times by end-users, increasing user awareness, when necessary, of existing IT policies.
• Performs firmware upgrades, software installations, and maintains both systems and applications, including third-party programs like Adobe Creative Cloud, GIS, AutoCAD, and Zoom. 
• Monitors daily system and device integrity and availability, recommending improvements as needed.
• Assists with monitoring/administering endpoint devices via SCCM. 
• Performs research and testing of new IT solutions, preparing a written evaluation of the product tested; present recommendations for new solutions at regularly-scheduled Tech Team meetings.  
• Plans, coordinates, and implements hardware/software installations independently and on time. 
• Creates and maintains project and management plans for all new projects, providing regular updates to supervisors.
• Collaborates closely with vendors and service providers for IT-related needs. 

Important Skills and Characteristics

• Self-motivated problem solver and critical thinker. 
• Excellent communication and interpersonal skills.
• Displays excellent work ethic.
• Begins each day eager to face new challenges.

Minimum Qualifications

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

Preferred Skills and Experience

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Office 365 end-user support expertise
• EasyVista ticketing experience
• Office 365 end-user support expertise
• MacOS end-user support expertise
• Mobile device support and management tools 

Other Qualifications

Class Specification: IT/Telecom Support Specialist II - 1317

About Us

Montgomery Planning is part of The Maryland-National Capital Park and Planning Commission (M-NCPPC). For nearly 100 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.

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).

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.

May be subject to medical, drug and alcohol testing.

Applicants with Disabilities under the Americans with Disabilities Act

If you require accommodation or special arrangements due to a qualifying disability, please notify the Recruitment & Selections Services Unit at the time of application at 301-454-1411 (Maryland Relay 7-1-1). M-NCPPC will make all efforts to reasonably accommodate you.