] Office of Human Resources - Montgomery County Public Schools

OFFICE OF HUMAN RESOURCES AND DEVELOPMENT → CLASSIFICATION → IT SYSTEMS SPECIALIST (INTERN, I, II, III) OFFICE OF SYSTEMWIDE SAFETY & EMERGENCY MANAGEMENT

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IT Systems Specialist (Intern, I, II, III) Office of Systemwide Safety & Emergency Management

MONTGOMERY COUNTY PUBLIC SCHOOLS CLASS DESCRIPTION
OFFICIAL TITLE: IT Systems Specialist CODE: 5160 SQ/OQ: Optimal Qualified
WORKING TITLE: IT Systems Specialist (Intern, I, II, III) Office of Systemwide Safety & Emergency Management GRADE: 18-25 MONTHS: 12
SUMMARY DESCRIPTION; PHYSICAL DEMANDS; AND SPECIAL REQUIREMENTS: SUMMARY DESCRIPTION: Under the direction of the Chief, Security and Compliance and/or Director, Office of Systemwide Safety and Emergency Management (OSSEM), is responsible for generally supervised and independent work, providing end-user and technical support related to MCPS' Systemwide Safety security systems and related applications. The day-to-day work includes, but is not limited to, reviewing and triaging incident tickets, technology administration, troubleshooting technical issues, and supporting staff in a timely manner. Based on the assigned level, this work may include identifying and/or diagnosing technical matters and resolving security and access control system (ACS) incidents and problems. Additionally, identifies incident trends; provides end-user technical and functional training; manages projects; initiates and engages stakeholders for business requirements; works closely with approved vendors; and designs and implements configuration changes. May assist with training of lower-graded employees as assigned. PHYSICAL DEMANDS: Position may require work at a computer workstation for sustained prolonged periods of time. SPECIAL REQUIREMENTS: Ability to work overtime as required, work under the pressure of tight deadlines, and to respond to emergency work needs. Overtime requires prior approval for Grade 20.
MINIMUM QUALIFICATION STANDARDS
KNOWLEDGE SKILLS ABILITIES: KNOWLEDGE, SKILLS AND ABILITIES:Skilled in current computer operating skills, preferably Windows operating systems. Strong working knowledge and experience with networks, communication devices, door and locking hardware systems, CCTV technology and software with an emphasis on access control systems.Thorough knowledge and experience with local, state, and federal security and privacy policies that directly impact Montgomery County Public Schools (MCPS); working knowledge of or the ability to quickly learn MCPS' business processes in relation to functions and technology of the security camera, ACS, and other related security systems. Highly skilled with best practices in the execution of security and privacy processes and protocols. Ability to independently prioritize and manage multiple tasks and/or projects simultaneously; in addition to having robust organizational and time management skills. Responsible for communication and information management between functional offices and schools. Ability to work in a collaborative, innovative, and flexible environment, while delivering quality work. Must have strong customer service, interpersonal and professional skills, proven ability to communicate effectively and build relationships with stakeholders. Knowledge of and ability to meet the seven core competencies of the Support Services Professional Growth System (SSPGS).
EDUCATION, TRAINING AND EXPERIENCE; CERTIFICATE AND LICENSE REQUIREMENTS: EDUCATION, TRAINING AND EXPERIENCE:Associates degree, completion of a trade school program, or certification in a related field, such as computer science, information systems management, required. Bachelor's degree preferred. Demonstrated professional knowledge and experience in computer applications, computer systems, and/or computer related courses. Minimum of two years of progressively responsible experience in managing and troubleshooting technical incidents related to security systems and ACS hardware, troubleshooting and replacing security cameras such as iPro, diagnosing and replacing access control system components, testing and replacing infrastructure cabling, and administering access ACS software, and security cameras such as Milestone. Some experience within the security field and/or emergency preparedness protocols and best practices. Three years of experience preferred. Experienced in chain of custody protocols and adept at managing complex tasks with precision under tight deadlines. Combinations of applicable education, training, and experience which provide the knowledge, abilities, and skills necessary to perform effectively in the position may be considered.CERTIFICATION AND LICENSE REQUIREMENTS:A valid motor vehicle operator's license. Experience with Maxxess and Milestone software certifications are preferred, but not required.
OVERTIME ELIGIBLE: No

DUTIES AND RESPONSIBILITIES:

EXAMPLES OF DUTIES AND RESPONSIBILITIES:(The duties listed are typical examples of the work performed by this job classification. This is not an exhaustive statement of duties, responsibilities or requirements and does not limit the assignment of additional related duties for the position. Not all duties assigned are included, nor are all duties listed performed in every office or every day.)IT Systems Specialist Intern - Grade 18Under close supervision, the ITSS Intern assists in general maintenance and performing first level support; such as, monitoring incoming support requests, performing triage related tasks, and resolving issues as able.IT Systems Specialist I - Grade 20Provides first-level customer support, functional and technical, for MCPS' security camera system and ACS.Monitors the incoming incident requests from MCPS’ incident management tool.Provides problem/resolution summaries or escalation of issues as needed.Conducts remote troubleshooting to determine if on-site service is needed or if issues can be resolved remotely.Serves as the technical liaison between the assigned office or school and the OSSEM.Proactively participates in projects including the contribution to knowledge tools and planning of professional development.May also provide backup support as needed, such as responding to security camera video requests.Supports technology policies, regulations, responsible use practices, and escalates issues as necessary.Provides just in time training and aids users in self-support.IT Systems Specialist II - Grade 23Able to perform the duties of the IT Systems Specialist I; the level II duties may also consist of the following tasks which require consistent exercise of independent judgment and discretion.Performs escalated second level support for technical issues related to MCPS' security camera system and ACS.Serves in cross-functional teams, as assigned and required.Analyzes incident ticket trends; performs a root-cause analysis.Serves as an escalation point for persistent hardware and software issues and repetitive symptoms.Actively participates on project teams, providing a deeper level of input on technical and functional requirements.May serve as a technical liaison lead; coordinating technical efforts with stakeholdersAssists with the orientation and training of new ITSS I staff. May serve as mentors for the newly hired or referred employee.IT Systems Specialist III - Grade 25Able to perform the duties of the IT Systems Specialist I and II; the level III duties may also consist of the following tasks which require a significantly higher level of independent skill, judgment, and discretion.Enterprise-wide design, process improvement, and documentation; including technical and/or school safety and security business workflows, project management, problem mapping/resolution documentation, post-implementation review, and non-technical descriptions appropriate for all stakeholders.Research and development, which may include leading business requirements gathering, systems integration, supporting multiple systems (past and future).Developing new procedures, applying real-time or time-sensitive resolutions, and documentation.System-wide collaboration in support of new technologies and initiatives; central administration and school support of systems - including upgrades and patches.Serves as a lead or co-lead project manager for technology initiatives; including development of project plans, reports to management, vendor relations, managing resources including people and funding.High level support which may include serving as an escalation point, troubleshooting high impact or mission critical incidents, persistent isolated or enterprise-wide problems.Monitoring security camera and ACS for potential problems where performing preventive maintenance andmonitoring change control/impact.Aid in the professional development of ITSS I II: Including collaboration, documentation, knowledge sharing, training development and presentation in group sessions as well as one-on-one. Serving as a mentor and/or coach to other ITSS.Performs related duties consistent with the scope and intent of the position.

This description may be changed at any time.