] Office of Human Resources - Montgomery County Public Schools

OFFICE OF HUMAN RESOURCES AND DEVELOPMENT → CLASSIFICATION → IT SYSTEMS SPECIALIST-IT SERVICE MANAGEMENT

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IT Systems Specialist-IT Service Management

MONTGOMERY COUNTY PUBLIC SCHOOLS CLASS DESCRIPTION
OFFICIAL TITLE: IT Systems Specialist CODE: 5160 SQ/OQ: Optimal Qualified
WORKING TITLE: IT Systems Specialist-IT Service Management GRADE: 18-25 MONTHS: 12
SUMMARY DESCRIPTION OF CLASSIFICATION: Under the direction of the Supervisor of the Technical Help Desk and Technology Service and Support, installs, tests, evaluates, modifies, and maintains management systems, application packages, and related systems software to support MCPS customer service management and IT service management. Provides account management and access, end-user support and training. Supports both Help Desk and TSS teams with day-to-day duties, including direct end-user support. Based on the assigned level, this work may include analyzing and resolving problems related to workstations, networks, servers, and printers; performing systems and data analysis; designing and implementing configuration changes; and performing related duties as required or assigned. May provide guidance and assistance to full, part-time and/or hourly employees, as required.
MINIMUM QUALIFICATION STANDARDS
KNOWLEDGE, SKILLS, AND ABILITIES: Can demonstrate knowledge of principles, concepts, and methods of applicable computer technology and its most effective and efficient utilization; good knowledge of, or ability to quickly learn, instructional technology requirements; knowledge of standard computer operating systems and the software used in a network environment; knowledge of multiple computer and network operating systems, and proficiency at standard desktop and communications applications and protocols; and ability to communicate effectively both orally and in writing. Strong aptitude for communicating with technical and non-technical individuals and teams. Proficiency in JavaScript a plus. Knowledge of and the ability to meet the seven core competencies of the Supporting Services Professional Growth System (SSPGS).
EDUCATION, TRAINING, AND EXPERIENCE: Bachelor's degree preferred. Experience in coding languages, including JavaScript and SQL logic is highly preferred. Strong business writing and verbal communication skills. Experience in supporting users and technology administration required. Combinations of applicable education, training, and experience which provide the knowledge, abilities, and skills necessary to perform effectively in the position may be considered.
CERTIFICATE AND LICENSE REQUIREMENTS: None
PHYSICAL DEMANDS: (Special requirements such as lifting heavy objects and frequent climbing.) None
SPECIAL REQUIREMENTS: (Frequent overtime or night work required, etc.) (Frequent overtime or night work required, etc.) Overtime Eligibility: Intern & ITSS I (grade 18 to 20) are eligible for overtime pay with prior approval. ITSS II and III (grade 23 to 25) are not eligible for overtime pay. Note: overtime eligibility is under review pending acceptance of new regulations.
OVERTIME ELIGIBLE: No

EXAMPLES OF DUTIES AND RESPONSIBILITIES:

IT Systems Specialist Intern - Grade 18

Assists in general maintenance and performing first level support and triage.

Resolves technical issues as able for schools and offices.


IT Systems Specialist I - Grade 20

Provides technical and functional support for assigned programs and ITSM applications.

Maintains and extends a stable production, development, and testing infrastructure.

Supports the testing of ITSM development, such as new modules and/or applications.

Builds and manages support resources available to customers.

Provides training and aides users in self-support.

Researches new functionality and recommend solutions that deliver customer value.

Diagnoses and assists in the resolution of issues related to accounts, access, permissions, configuration changes, etc.

Responds to user feedback related to ITSM and Customer Service Management.

Ensures collaboration with other technology teams.

Connects with partner offices around customer support structure.

Engages with customers to understand and document requirements.

Serves as a liaison to secure other technology services such as training or second-level support.

Serves on cross-functional teams, as assigned.


IT Systems Specialist II - Grade 23

Able 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 judgement and discretion:

Assists with the management and maintenance of all software and hardware systems required to carry out the implementation assigned.

Designs and implement configuration changes in supported systems.

Codes, tests, debugs, and documents assignments of moderate complexity.

Diagnoses complex issues related to accounts, access, permissions, configuration changes, etc. and recommends solutions.

Participates and assists with orientation, mentoring, training, and staff development for staff.

Analyzes system performance issues and determine performance enhancements.

Participates in discussions and meetings of state-of-the-art technology developments.

Provides input to staff involved in writing and updating technical documentation.

Identifies areas to increase efficiency and effectiveness and recommends solutions based on data that detail benefits and risks.

Configures out-of-the-box workflows and scripts.

Designs and/or creates custom reporting to aid in the use of supported systems.


IT Systems Specialist III - Grade 25

Able 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, judgement and discretion:

Facilitates and leads meetings to discuss technical and functional requirements with various stakeholders, both internally and externally.

May serve as a project manager or team lead on complex projects and/or assignments.

Designs and implements of state-of-the-art technology developments.

Creates, designs, and implements long-range plans for the adoption of new technologies.

Creates, maintains/administers workflows and scripts for custom applications.

Codes, tests, debugs, and documents assignments of higher complexity.

Works with various departments to advance development and enhancements around the core ITSM applications, such as Incident, Change, or Problem.

May oversee technical aspects of work.

Performs related duties consistent with the scope and intent of the position.

Aid in professional development of ITSS I and II, which may include, but not limited to collaboration, documentation, knowledge transfer/training, and presentation in group sessions as well as one-on-one.
Class Established: 5/2021
Date(s) Revised: 1/2023, 9/2023
Last Reviewed:

This description may be changed at any time.