] Office of Human Resources - Montgomery County Public Schools

OFFICE OF HUMAN RESOURCES AND DEVELOPMENT → CLASSIFICATION → IT SYSTEMS SPECIALIST, DEPT. INFRASTRUCTURE & OPERATIONS

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IT Systems Specialist, Dept. Infrastructure & Operations

MONTGOMERY COUNTY PUBLIC SCHOOLS CLASS DESCRIPTION
OFFICIAL TITLE: IT Systems Specialist CODE: 5160 SQ/OQ: Optimal Qualified
WORKING TITLE: IT Systems Specialist, Dept. Infrastructure & Operations GRADE: 18-25 MONTHS: 12
SUMMARY DESCRIPTION OF CLASSIFICATION: Staff in this job family provides all levels of user support and technology administration. Based on the assigned level, this work may include analyzing and resolving problems related to workstations, networks, servers, and printers; performing systems analysis; designing and implementing configuration changes; and performing related duties as required or assigned. Receives general supervision from a team leader, supervisor, and/or school-based administrator. May assist with the training of lower-graded employees, as assigned. May provide guidance and assistance to full, part-time and/or hourly employees, as required.
MINIMUM QUALIFICATION STANDARDS
KNOWLEDGE, SKILLS, AND ABILITIES: 1. Can demonstrate knowledge of principles, concepts, and methods of applicable computer technology and its most effective and efficient utilization 2. Good knowledge of, or ability to quickly learn, instructional technology requirements 3. Knowledge of standard microcomputer operating systems and the software used in network, cloud, and hybrid environments 4. Proficiency at standard desktop and communications applications and protocols 5. Ability to communicate effectively both orally and in writing 6. Central administration and support of enterprise systems requires knowledge and use of network management tools, user identity management and provisioning, office productivity tools, databases, and portals 7. Extensive experience with and knowledge of Microsoft Windows Server operating systems, Active Directory, AD Group Policies, Exchange Management Console, Office 365 suite, collaboration on enterprise applications & databases 8. Excellent oral and written communication skills essential for working with staff at all levels coordinating to provide appropriate responses to requests 9. Second level support to technical help desk often related to Outlook, Exchange email, Exchange public folders, Synergy, other MCPS applications, network accounts, network shares or home directories, or process exception requests 10. Familiarity with the following a plus: MCPS job titles/job codes for user provisioning, the annual cycle of MCPS events, and MCPS processes and procedures including HR workflow between MCPS Careers, the HR database, Microsoft Identity Manager provisioning, Active Directory, Azure cloud directory, O365 Exchange, Synergy, and synchronization routines between these platforms 11. Ability to work in a collaborative, team-oriented environment; handle multiple projects, react quickly to hardware/software issues and provide innovative and effective approaches to improve staff experiences using software/hardware tools 12. Flexibility, adaptability, and the ability to learn quickly while delivering quality work with tight deadlines 13. Must have excellent interpersonal skills and excellent written and oral communication skills; ability to build productive relationships with a wide range of stakeholders 14. 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 or equivalent education, training and experience in computer science or information systems. A minimum of five years of experience in user support and technology administration required, MCPS processes and procedures experience a plus. 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: A valid motor vehicle operator's license. Microsoft Technology Associate certification preferred.
PHYSICAL DEMANDS: (Special requirements such as lifting heavy objects and frequent climbing.) Special physical tasks such as moving computer equipment, wire management, equipment maintenance, and computer and peripheral connection/installation require the ability to bend, lift, climb, carry, and crawl; often under tables or in small spaces. Summer work is often performed in un-air-conditioned spaces. Ability to lift up to 50lbs.
SPECIAL REQUIREMENTS: (Frequent overtime or night work required, etc.) Overtime requires prior approval for grades 18 - 20. ITSS may be required to transport MCPS equipment, practice reasonable precautions, and provide secure overnight storage. 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:

(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.)

Under general supervision and guidance performs support for enterprise system solutions. Performs all tasks associated with the IT systems support specialist.

ITSS Intern - Grade 18 - Under close supervision the ITSS Intern assists in general maintenance and performing first level support; such as: routine maintenance, performing triage, preparing for assessments, and resolving issues as able for technology hardware and software in schools and office. Reporting locations may vary. Can be assigned to a single or multiple locations in any area of the county. Assignments and location may change as needed.

IT Systems Specialist I - Grade 20 - Under general supervision and guidance the ITSS I performs first level technology support for users, software, and hardware in schools and offices. Such as: Provides customer support and user assistance for MCPS applications, network infrastructure, WAN/LAN technologies, approved software, and hardware. Responsible for initial troubleshooting of technical issues, problem/resolution summaries, and resolution or escalation of issues. Serves as the technical liaison between the assigned location(s) and the Office of Strategic Initiatives (OSI). Coordinates and arranges for hardware, telecommunications, and maintenance repairs with in-house staff and designated contractors. Serves as a liaison to secure other technology services such as training or second level support. Supports network connectivity for staff and student provided devices within OCTO guidelines. Schedules and performs routine maintenance and cleaning of desktops, mobile devices, servers, networks and peripheral technologies as directed by OSI. Responsible for small scale hardware integration, computer peripheral integration, and hardware inventory management. Responsible for software installation, image management, and version control as directed by the individual school or the Office of the Strategic Initiatives in accordance with the software installation and approval guidelines. Responsible for scheduling and executing regular, on-site, physical inspections of server hardware and routine tests of backup systems. Ensures readiness and prepares hardware and software in support of online testing and school opening. Proactively participates in projects including the contribution to knowledge tools and planning of professional development. Provides regular, routine, on-site support to assigned locations. May also provide backup support as needed. Supports technology policies, regulations, network, and responsible use practices, and escalates issues as necessary. Supports user accounts, including profile issues, local provisioning, group permissions, server space quotas, trouble-shooting, and escalating as appropriate to second level support. Provides just in time training and aids users in self-support. Reporting locations may vary. Can be assigned to single or multiple locations in any area of the county and may change as needed.

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 judgment and discretion: Performs escalated second level support for technology hardware, software, and networks in assigned locations; including hardware health, data restoration, automation of work through scripting and batch files, analyzing network traffic, performance, and login/response times. Supports system-wide applications, initiatives, and programs; including email applications, security, infrastructure upgrades, identity management/user account creation tools, parts ordering, or inventory management. Serve as an escalation point for account issues - including password changes, syncing issues, location assignment issues, roaming accounts, persistent profile issues or special needs situations. Actively participates on project teams overseeing implementation and process improvement of technology solutions including the technology modernization project, security initiatives, telecommunications, and instructional software support. May serve as a project manager. Assists in system wide research and development initiatives; including gathering system design and user specifications, image development, database management and design, creation of software install packages, extensive testing of updates, auditing of peer updates, documentation, analysis, and testing of prototypes. Participates in the professional development of peers by collaborating, documenting, and sharing knowledge. Uses system resources to maintain and utilize a knowledge base. Assists with the orientation and training of new ITSS I staff. May serve as mentors for the newly hired or referred employee. Provides direct or indirect support to schools or offices as needed. Reporting locations may vary. May be assigned to a project, initiative, school(s) or office(s) or combination of responsibilities in any area of the county. Assignments and location may change as needed. May be reassigned to OSI on a temporary or full-time basis.

IT Systems Specialist III (grade 25) - Duties may consist of the following tasks which require a level of independent skill, judgment, and discretion:

- Enterprise-wide architecture design, process improvement, and documentation. This includes process, project, and problem management and non-technical communications appropriate for all stakeholders.
- Research and development activities include requirements gathering, systems integration, supporting multiple systems. System-wide collaboration in support of new technologies and initiatives.
Some examples of responsibilities include:
- Creation, deletion, and access management of public folders
- Assigning appropriate access rights within enterprise systems such as Synergy, SharePoint, etc.
- Researching and resolving client issues that have to do with insufficient or incorrect access, Outlook, network identity, etc.
- Providing client-focused feedback/direction/and communication on new project rollouts
- Providing appropriate network access to non-MCPS employees
- Training and/or conveying information to staff
- Serves as a lead project manager for key technology initiatives; including development of project plans, reports to management, vendor relations, managing resources including people and funding
- Performs related duties consistent with the scope and intent of the position.
Class Established: 04/2023
Date(s) Revised:
Last Reviewed:

This description may be changed at any time.