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Jacobs PC Support Technician in Annapolis, Maryland

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Your Impact:

This announcement will be used to fill a full-time permanent, Information Systems

Support Specialist position within the Office of Information Technology located in the

Arundel Center in Annapolis, MD. This position provides lead training for cloud solutions

such as G Suite, serve as on-going adoption analyst for new technologies, solves

deployment challenges and works to create CM knowledge bases/artifacts for all

County staff. Provide secondary technical support for customer support center.

Including cloud based applications such as G Suite and other office automation

software. A background check is required for this position.

This position will be the change manager and primary point of contact for low/mid-level

complexity projects, lead the process of planning and delivering end user training

services; communicate the features and benefits of office automation solutions, Aid in

the analysis, design, testing, and support activities for adopted solutions; develop

adoption strategies and incorporate into planning documents; des​i​gn surveys to

measure change readiness, usage and satisfaction; conduct needs analysis to identify

business requirements and end users needs that may include training and evaluation;

and, to support daily activities of the County Help Desk to include answering trouble

calls and providing Tier 2 software resolutions.

This is an operational position to include training projects and working directly with end

users to insure a full understanding, troubleshooting and usage of new technologies. In

addition to specific project activities, technical support will include supporting a variety of

computer platforms and software. These systems include PC’s and Tablets, softwares

such as: G suites, and similar technologies.


Employees provide training classes, install and configure hardware and software,

troubleshoot and provide second line diagnosis for PC​/​Tablet hardware and software

problems, and provide help desk problem resolution.

Employees receive general supervision from a higher-level supervisor. Work is

reviewed in terms of effectiveness in meeting objectives. Guidelines in the form of

County and departmental policies and procedures, technical manuals, and computer

science principles and practices provide the parameters for employees to perform their

work. Employees are required to use sound judgment as necessary to modify, adapt, or

deviate from guidelines to accomplish work assignment objectives. Employees in this

class interact with both technical and non-technical staff within other County


Depending on the area of assignment, the work may involve bending, lifting and moving

boxes, walking, standing, may be sedentary in an office environment, and may include

the operation of a County vehicle for pick up and delivery of equipment. Employees may

be required to work an evening or night shift, some weekends, and include overtime


Change Manager:

You will be the primary point of contact for low/mid-level complexity project customers to

lead them through the process of planning and delivering end user training and change

management services.

Communicate the features and benefits of G Suite and or other cloud based Office

Automation software.

Aid in the analysis, design, testing, and support activities for adoption solutions

Plan and manage effective meetings with users. Customizing agendas, presentation

templates, talking points, and activities.

Identify client stakeholders for a change champion program and clearly communicate

their roles and responsibilities when adopting new technologies.

Develop adoption strategies and incorporate into planning documents.

Design surveys to measure change readiness, usage, and satisfaction of new


Gather end user requirements from technical documentation or project teams.

Conduct needs analysis to identify business requirements and end user needs for

training and evaluation.

Develop and customize documentation for communications, management briefings, end

user guides, and training to specific user groups, including departmental executives.

Apply modern learning theory to deliver training and launch events to large-scale


New Technology Adoption Training:

Provides in-person and recorded user training and documentation for the use of new

applications, G Suite and other cloud systems.

Help Center:

Assists end users by troubleshooting hardware, software, data communications, and

related problems.

Provides user training and documentation for the use of hardware and desktop


Assists with the creation and maintenance of documentation of standard procedures

and policies of OIT and the Help Center as related to PC set up, installation, and

problem diagnosis.

Tracks and monitors PC problems to insure a timely resolution for the customer.

Receives, logs, and processes calls for assistance with PC's and other computer


Technical Support:

Determines requirements for applications systems, sharing of files and equipment, and

data communications.

Troubleshoots, diagnoses, and resolves computer problems in both

network/telecommunications and stand-alone environments.

Provides technical support for multiple computer platforms, applications, and operating


Advises, trains, and assists users on optimum use of equipment and ensures.

This position will be on the Public Safety team (Police, Fire, Sheriff, Detention) with a focus on Detention (two sites). This includes being on-site and badged for work inside Ordnance Road Correctional Center and Jennifer Raod Detention Center. The badging process requires an additional background check and provided training.

Here’s What You’ll Need:

Ability to effectively communicate in verbal and written form.

Ability to ​w​ork independently, and follow standard operating procedures and

departmental policies and standards.

Ability to communicate effectively, both orally and in writing.

Ability to apply policies, standards and procedures in the absence of information

technology management.

Knowledge of computer science principles and practices, including knowledge of

relational database systems, structured design and programming, data

communications, quality assurance, information technology security and

knowledge-based systems.

Knowledge of a variety of office automation systems.

Knowledge of the organization and operation of business department to which assigned

or the ability to rapidly acquire such knowledge.

Skill in developing and maintaining operational documentation for production

applications and processes for use by non-technical and technical staff.

Skill level in the use of spreadsheets, word processing, graphics, communications,

database management systems, and inte​g​ration of data between diverse systems.

Ability to use and interpret technical manuals.

Ability to install IS components, install and test software.

Ability to understand and apply basic quality assurance and computer/network security

practices and departmental Information Technology security policy and standards.

Ability to work with and provide assistance and training to non-technical staff-clerical,

and professional and managerial.


Two years of course work with an AA certificate in electronic data processing from an

accredited college, supplemented by courses in computer system administration or a

related field; two ​(​2) or more years of experience in technical support and maintenance

of computer systems, including the

configuration and troubleshooting of hardware and software.

Note: This position is a safety sensitive position and employees in this position are

subject to Controlled Dangerous Substance (CDS) and Alcohol testing.


This ​position ​will ​require ​a ​background ​check ​and ​verification​. ​Preference ​will ​be given

to ​applicants ​who ​possess ​experience ​with​: ​- ​G ​Suite ​(​mail​, ​calendar​, ​drive​, ​Docs ​and

sheets​) ​- ​installation ​and ​troubleshooting ​of ​PC ​hardware ​(​Dell​, ​MS ​Surface​, ​I​-​Pads ​and

software ​- ​providing ​technical ​support ​for ​PC ​hardware​, ​software ​and ​network ​-

upgrading ​and ​maintenance ​of ​personal ​computer ​hardware ​logging ​and ​ticketing

software ​HEAT

Jacobs is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other characteristics protected by law. Jacobs is a drug-free workplace.