Desktop support specialist (information technology specialist iii), grade 26

About the Position

Please note: The salary range above represents this position’s earning potential. The anticipated hiring range for this position will be $89,721 to $127,765, based on the candidate’s qualifications and experience.

WHO WE ARE

Montgomery County is located adjacent to Washington, D.C., and with over one million residents, is the most populous County in the State of Maryland. The County is also the most diverse County in the State and ranks among the top ten most diverse Counties in the nation. Montgomery County contains many major U.S. government offices, scientific research and learning centers, and business campuses.

The Department of Health and Human Services (HHS) is responsible for the delivery of the County’s public health and human services that meet the needs of our community’s most vulnerable children, adults, and seniors. The Department provides services through more than 120 programs at more than 20 locations. With over 2,000 employees, the Department of Health and Human Services is the largest County Department. As a department, we believe the health and wellness of the county can only be achieved by ensuring that every resident has fair opportunities to reach their fullest potential. This means access to quality housing, transportation, education, employment, health care, human services, safe neighborhoods, and healthy food. HHS provides critical services for residents who face a variety of obstacles in achieving their full potential. HHS plays an essential role in building a healthy and strong community.

WHO WE ARE LOOKING FOR

The Montgomery County Department of Health and Human Services is excited to invite passionate and skilled professionals to apply for the position of Desktop Support Analyst (Information Technology Specialist III). If you're someone who thrives on solving problems, enjoys collaborating with a diverse and mission-driven team, and is motivated by work that directly supports community well-being, then we encourage you to consider joining us. In this role, you'll have the opportunity to make a meaningful impact by providing high-quality technical support and contributing to innovative IT solutions that help improve lives across the County. We value dedication, creativity, and a customer-first mindset and we're looking for someone like you to help us continue delivering exceptional service to our residents. Come grow your career while serving a greater purpose with Montgomery County DHHS. Your expertise can help shape a healthier, more connected community.

What You'll Be Doing

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.

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.

Preferred Criteria, Interview Preferences

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.

IMPORTANT INFORMATION

The Office of Human Resources (OHR) reviews the minimum qualifications of all applicants, irrespective of whether the candidate has previously been found to have met the minimum requirements for the job or been temporarily promoted to the same position. This evaluation is based solely on the information contained in the application/resume submitted for this specific position.

Montgomery County Government (MCG) is an equal opportunity employer, committed to workforce diversity. Accordingly, as it relates to employment opportunities, the County will provide reasonable accommodations to applicants with disabilities, in accordance with the law. Applicants requiring reasonable accommodation for any part of the application and hiring process should email OHR at Hiring@montgomerycountymd.gov.

Individual determinations on requests for reasonable accommodation will be made in accordance with all applicable laws. MCG also provides hiring preference to certain categories of veterans and veterans/persons with a disability. For more information and to claim employment preference, refer to the Careers webpage on Hiring Preference.

All applicants will respond to a series of questions related to their education, relevant experience, knowledge, skills, and abilities required to minimally perform the job. The applicant's responses in conjunction with their resume and all other information provided in the employment application process will be evaluated to determine the minimum qualifications and preferred criteria or interview preference status. Based on the results, the highest qualified applicants will be placed on an Eligible List and may be considered for an interview. Employees meeting minimum qualifications who are the same grade will be placed on the Eligible List as a "Lateral Transfer" candidate and may be considered for an interview. This will establish an Eligible List that may be used to fill both current and future vacancies.

If selected for consideration for this position, you may be required to provide evidence that you possess the knowledge, skills, and abilities indicated on your resume.

Montgomery County Ethics Law: Except as provided by law or regulation, the County's "Public Employees" (which does not include employees of the Sheriff's office) are subject to the County's ethics law including the requirements to obtain advanced approval of any outside employment and the prohibitions on certain outside employment. The outside employment requirements of the ethics law can be found at 19A-12 of the County Code. Additional information about outside employment can be obtained from the Ethics Commission website.