NOC Support Tier 3 - Non-Merit

Examples of Duties

• Serves as Tier 3 level technical support for internal customers and supporting day-to-day operations including: scheduling for 24/7/365 coverage, training new employees, performance monitoring and evaluations of employees, and continual service improvement.
• Oversees ticket and call queues while streamlining workflows and helping technicians develop the skills required to succeed in role.
• Works closely with Service Desk Manager to establish new policies, define team goals, and lead staff to achieving desired results while being accountable for team performance.
• The candidate should be familiar with Active Directory, Windows 10/11, SCCM, Print Logic, Beyond Trust, Microsoft Office 365, Microsoft Azure, Cherwell ITSM or similar ticketing system.

Examples of Essential Duties

• Ensure Priority 1 SOPs are being followed.
• Schedule and ensure 24/7/365 Service Desk Coverage for all shifts.
• Weekend and holiday coverage must be posted on calendar(s) one year in advance. (May be contacted by staff during non-normal business hours.)
• Work with other IT teams to get up-to-date support information and add to Cherwell’s Knowledge Base and Configuration Items (CIs), and SharePoint to assist all Tiers with troubleshooting.
• Diagnose reoccurring issues, trouble locations, frequent outage areas & patterns via the Network Monitoring system and work to resolve & notify support teams of on-going issues.
• Monitor ticket and call volume, and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
• Perform management duties such as hiring, training, performance evaluations, and PIPs progress monitoring.
• Ensure high level of customer service and first call resolution is being provided by all team members.
• Ensure that NOC members are aware of upcoming changes to production systems and environments.
• Create and perform training programs or workshops for entire NOC team.
• Serve as Champion of OIT policies, procedures and initiatives.

Qualifications Required

• Education: AA Degree plus a minimum of (4) years technical and troubleshooting experience (IT Service Desk/NOC/Other IT related position).
• Preferred Qualifications: Preference will be given to candidates who possess: An AA college degree and service experience in Service Desk/NOC environment.

Conditions of Employment

• The position works an average scheduled workweek of 34 hours, Monday through Friday.
• Persons appointed to this position may work extended hours, nights, weekends, and holidays as required.
• Employees may be subject to call to duty as required.
• Travel within Baltimore County, and outside of the County for work and training.

Physical and Environmental Conditions

• The work of this classification is essentially sedentary, and involves the use of computers and office machinery.

Employment Background Investigation

• Applicants selected for an appointment to a position in Baltimore County must successfully complete an employment background investigation, including, but not limited to a criminal background, education, and fingerprint check.

Equal Opportunity Employer

• Baltimore County is an equal opportunity employer and encourages minority, female and disabled applicants.

Smoke free workplace

• All Baltimore County offices are smoke free.

Drug free workplace

• Baltimore County provides a drug free workplace.

Prospective Employees

• Potential employees are required to submit to urinalysis drug testing as part of the pre-employment physical examination.

Employee Assistance Program

• The Employee Assistance Program provides confidential and professional assessment and referral assistance for employees and eligible dependents in the household who are experiencing personal problems that may be affecting work performance, job satisfaction, or overall quality of life.

Health Insurance

• New employees are eligible for benefits upon hire, unless noted otherwise.
• Plans offered include: Medical, Prescription, Dental and Vision insurance.
• Flexible Spending Accounts Opportunity to set aside pre-tax dollars, through payroll deduction, for eligible unreimbursed medical care expenses and/or dependent care costs.

Life Insurance

• In order to qualify for life insurance benefits, part-time employees must be scheduled for four (4) full work days plus two (2) hours each week.
• Employees may elect basic term life insurance for themselves equal to one time the employee's annual salary, rounded to the next higher $1,000.
• Employees contribute a portion of the premium through monthly payroll deductions.
• The County also offers an Additional/Employee paid Life Insurance plan with coverage up to $100,000.

Retirement

• Employees are required to participate in the Baltimore County Employees' Retirement System, with very limited exceptions.

Benefits

• New employees are eligible for benefits upon hire, unless noted otherwise.
• Health Insurance benefits elected become effective the first day of the month following the date of hire if the employee has completed online enrollment prior to that date.
• Plans offered include: Medical, Prescription, Dental and Vision insurance.
• Flexible Spending Accounts Opportunity to set aside pre-tax dollars, through payroll deduction, for eligible unreimbursed medical care expenses and/or dependent care costs.
• Life Insurance In order to qualify for life insurance benefits, part-time employees must be scheduled for four (4) full work days plus two (2) hours each week.
• Employees may elect basic term life insurance for themselves equal to one time the employee's annual salary, rounded to the next higher $1,000.
• Employees contribute a portion of the premium through monthly payroll deductions.
• The County also offers an Additional/Employee paid Life Insurance plan with coverage up to $100,000.
• Retirement Employees are required to participate in the Baltimore County Employees' Retirement System, with very limited exceptions.

Disclaimer

• This is only a summary of benefits and policies in Baltimore County. Any benefit or policy may be changed at any time at the discretion of the administration.
• This summary does not constitute an express or implied contract, nor does it constitute a guarantee that your employment relationship will continue for any specified period of time or end only under certain conditions.