Salary : $69,607.00 - $133,964.00 Annually
Location : Ascend One Building, 8930 Stanford Blvd., Columbia, MD
Job Type: Full Time
Job Number: 27-00093
Department: Technology & Communication Services
Opening Date: 11/04/2026
Closing Date: 11/18/2026 11:59 PM Eastern
POSITION SUMMARY/CLASS DESCRIPTION POSITION SUMMARY:PC/Desktop support position responsible for configuration and support of computer hardware and software. Serves as the liaison for technology related issues. Works as a Service Desk Technician to provide first and second tier application support for applications used by the county employees. Prior experience supporting Cloud applications and on-premises managed applications. Understanding of Service Desk functions specific to handling IT related issues and the ability to troubleshoot issues. Experience with Incident, Change and Problem management. Microsoft AD, Exchange and Windows 10 using best practice to troubleshoot and resolve issues. Familiarity with desktop and network security including ability to monitor and resolve issues, as well as producing reports using database reporting tools.
STARTING SALARY HIRING RANGE:
$33.46 - $37.71/Hourly$69,607 - $78,433/AnnuallyCLASS DESCRIPTION:Performs intermediate professional level technology and communication services work under general supervision from an administrative or technical superior. Work includes administering data bases and developing data processing systems and computer programs for user departments; providing intermediate level computer programming, software maintenance and systems design; and writing, updating or revising, and documenting programs. Work also includes interacting with user department personnel; software vendors developing systems performance specifications; and estimating resource requirements based on functional specifications.
ESSENTIAL DUTIES AND RESPONSIBILITIESTechnical Support & Desktop Services:- Install and maintain network node desktop platforms.
- Provide desktop support, general software configuration, and PC maintenance.
- Perform remote troubleshooting using diagnostic techniques and guided questioning.
- Walk customers through the problem-solving process.
- Determine the best solution based on the issue and customer details.
- Direct unresolved issues to the next level of support.
- Ensure all internal IT Service Desk requests are actioned.
Active Directory and Account Administration:- Create new user accounts and manage user rights.
- Create and update distribution, email, and security groups.
- Update group memberships and assign/edit users in the appropriate organizational unit (OU).
- Perform basic AD administration, including account setup and rights assignment.
Office 365 and Application Support:- Maintain familiarity with Windows 10+ and Microsoft Office 365 Suite.
- Perform limited Office 365 administrative functions.
- Provide accurate information on IT products and services to clients.
Customer Service and Issue Tracking:- Conduct problem analysis, resolution, and user issue tracking.
- Follow up and update customer status and information.
- Record events, issues, and resolutions in logs.
- Pass customer feedback or suggestions to internal teams.
Network Support and Documentation:- Support general network configuration tasks.
- Communicate and coordinate network schedules, backups, and downtime with users.
- Prepare and maintain documentation of network configurations and cabling layouts.
- Evaluate LAN hardware/software requirements and make recommendations.
- Coordinate installation of hardware and software performed by others.
Operations, Coordination and Project Support:- Provide a single point of contact for PC/LAN desktop needs.
- Coordinate with other support groups and assist with project management.
- Participate in weekly operations meetings.
Administrative Functions:- Track file server outages and IT assets.
- Assist in training users and documenting procedures.
- Perform other related duties as assigned.
SUPERVISORY RESPONSIBILITIES:There are no supervisory responsibilities associated with this position.
MINIMUM REQUIRED EDUCATION/EXPERIENCE Bachelor's Degree and one (1) year of related experience or an equivalent combination of education and experience.
PREFERRED EDUCATION, KNOWLEDGE, SKILLS AND ABILITIES:- Bachelor's Degree from a four (4) year accredited college or university with a degree in Computer Science or Information Systems.
- Microsoft MCP certification, MSCE, Desktop Support Technician, CompTIA A+, MTA AND ITIL
- Technical experience to a team of IT Engineers and support analysts.
- Excellent oral/written communication and listening skills; Exceptional interpersonal skills including teamwork, facilitation, and consensus building.
- Experience with Desktop and Application Virtualization technologies such as VMWare Workstation, View and VMware ThinApp or other similar tools and technologies.
- Experience with Desktop Imaging, User Personalization, software architecture and network design principles.
- Knowledge of Microsoft Operating Systems including Windows 10 and above Windows Server 2017 and working knowledge of Windows applications.
- Microsoft MCP certification, MSCE, Desktop Support Technician, CompTIA A+, MTA AND ITIL.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk or hear.
The employee frequently is required to sit and use hands to handle.
The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
LANGUAGE SKILLS, MATHEMATICAL SKILLS AND REASONING ABILITY:The ability to communication effectively with the most sensitive and non-technical computer user.
Ability to establish a rapport with employees, interpret their questions and respond in a manner to help them gain the understanding and the ability to use the software.
The ability to write effective training materials in a timely manner to meet needs as they arise.
Ability to apply basic math and algebra.
Ability to define problems, collect data, establish facts and draw valid logical conclusions.
Ability to read computer software technical manuals and develop this information into training materials for the non-technical users.
ADDITIONAL INFORMATION:TO APPLY: You must complete an employment application online to be considered for this recruitment. Resumes cannot be substituted for completion of the job application work history.
No paper applications will be accepted. Selected candidates may be subject to drug screening, background screening, and reference checks.
At time of application, please submit a copy of any college degree, coursework, licenses, or certifications that you have referenced on your application. Applicants who have education obtained outside of the U.S. may need to provide proof of the equivalent U.S. education as determined by a foreign credential evaluation service, such as the National Association of Credential Evaluation Services (http://www.naces.org) or World Education Services: International Credential Evaluation (https://www.wes.org/).
Howard County Government is not sponsoring employees in application of the H-1B Visa or providing an extension of an existing H-1B Visa. All applicants must be legally authorized to work in the United States under the Immigration Reform and Control Act of 1986.
The following is a summary of the benefits available to Howard County employees who hold full-time benefit-eligible positions. Employees in positions covered by a bargaining agreement should consult their union contract for other specific benefits. Additional details are also available in the Employee Manual and in summary plan descriptions which are available in the Office of Human Resources or at
FLEXIBLE BENEFITS PLAN: Under the County's flexible benefits plan called CountyFlex, employees may elect to enroll in medical insurance plans, dental insurance plans, optional life insurance, dependent life insurance, and healthcare and dependent care flexible spending accounts. Employee contributions to these benefits are made on a pre-tax basis. Information concerning enrollment options, plan rates and a benefits comparison chart are available in the Office of Human Resources.
GROUP TERM LIFE INSURANCE: Employees receive a group term life insurance benefit equal to 2 times their annual salary at no cost. Accidental death and dismemberment coverage is included. The County pays the entire cost for this benefit. Employees may purchase additional coverage under the CountyFlex benefits plan.
PAID LEAVE BENEFITS: Annual and Disability Leaves are accrued over 24 pay periods each year. Personal leave is credited on January 1st each year. Use of Annual, Disability and/or Personal Leave requires supervisory approval.
ANNUAL LEAVE: During the first 5 years of employment, employees accrue the equivalent of 13 days per year. From years 6 through 10, the accrual is the equivalent of 16 days per year. From years 11 through 20, the accrual is the equivalent of 19 days per year. From year 21 on, the accrual is the equivalent of 21 days per year. Annual leave may not be used during the first 6 months of employment. A maximum of 40 days may be carried over from one fiscal year to the next.
DISABILITY LEAVE: Employees accrue the equivalent of 1 day per month (12 days per year). There is no maximum accrual. This leave may be used for the disabling illness/injury of the employee, spouse or minor child or for a serious medical condition approved under F.M.L.A. Absences of over 3 days must be substantiated by a physician's certificate.
PERSONAL LEAVE: Employees receive 6 personal leave days each calendar year to be taken during the calendar year. Employees hired after April 30th receive 4 days of personal leave that year; those hired after August 31st receive 2 days; and those hired after November 30th receive no personal leave for that year. Personal leave may not be carried over.
HOLIDAYS: Employees are paid for the following holidays: New Year's Day; Martin Luther King Day; President's Day; Good Friday; Memorial Day; Juneteenth; Independence Day; Labor Day; Columbus Day; Veteran's Day; Thanksgiving Day; Friday after Thanksgiving Day; Christmas Day.
OTHER PAID LEAVE: Other paid leave will be granted for approved jury duty, military leave, bereavement leave and official leave. Unpaid leave will be granted in accordance with the Family and Medical Leave Act.
RETIREMENT: Howard County sponsors a defined benefit plan for its employees. participation in the plan is mandat 
