Information Technology Specialist-I, Grade 20

Please note: The salary range above represents this position's earning potential. The anticipated hiring range for this position will be $67,672.00 to $107,323.00, based on the candidate's qualifications and experience.WHO WE AREThe mission of the Department of Technology and Enterprise Business Solutions (TEBS) is to be responsive, collaborative, and innovative in providing technology solutions and services to facilitate the delivery of a wide range of services in all branches of government. The department strives to provide its solutions and consultative services in a cost-effective, timely, and high-quality fashion to reduce service times, avoid inflated costs, reduce information security risk, and improve the quality of County services through automation-assisted process improvement. The department facilitates business and reengineering processes to improve legacy workflow and streamline services to our customers.WHO WE ARELOOKING FORThe Department of Technology and Business Enterprise Solutions (TEBS) is seeking two (2) highly skilled and motivated Information Technology Specialist-I, Grade 20, positions to support the Community Technology Program. This team works collaboratively with the County's FiberNet program to deliver reliable, no-cost broadband service (MoCoNet) to selected affordable housing communities throughout Montgomery County. MoCoNet operates as part of FiberNet, the County's communications network.In addition, the Community Technology Team administers the County's Cable Television franchise agreements for both the County and participating municipalities; coordinates the entry of wireless telecommunications providers; and addresses issues related to cable and communications technology across the County.This position requires frequent interaction with external clients, contractors, and vendors at various levels across multiple projects. Successful candidates must be able to communicate professionally, manage priorities effectively, and maintain timely coordination with internal and external stakeholders.

The incumbent will be responsible for the following duties: Install, diagnose, and troubleshoot technical operations related to MoCoNet.Perform IT support functions for the Office of Broadband Programs (OBP) to ensure effective operation of IT services across the division.Conduct and document inspections and complaint investigations related to broadband, cable, and IT infrastructure, and report violations for appropriate resolution.Maintain inventory of equipment, materials, and maintenance supplies.Perform equipment provisioning.Monitor queues in ServiceNow; route and/or resolve tickets as needed, update ticket status, and engage appropriate support resources.Maintain accurate and up-to-date information in files, records, and databases.Document, update, and maintain OBP procedures and processes.Ideal Candidate Profile The ideal candidate will possess strong communication, problem-solving, technical, and interpersonal skills. Knowledge of HTML, ServiceNow, Office 365, Monday.com, Frontline, and SharePoint products is preferred.Additional Position Requirements This position requires frequent interaction with external clients, contractors, and vendors across multiple projects in a professional and timely manner.The position may require work schedule flexibility.The incumbent must possess a valid driver's license.The incumbent must be able to multi-task, meet established deadlines, and effectively collaborate and communicate with others.The position requires 100% in-office and field work and is not eligible for teleworking.Other related duties will be assigned as needed.The incumbent will report to the Community Technology Manager.This recruitment will be used to fill two vacancies.This position REQUIRES possession of a valid driver's license from the applicant's state of residence and the ability to drive a county vehicle. This position requires the ability to attend meetings or perform work at locations outside the office. A criminal background and credit history check will be conducted on the selected candidate prior to appointment and will be a significant factor in the hiring decision., All Applicants will be reviewed by the Office of Human Resources (OHR) for minimum qualifications. Applicants who meet the minimum qualifications will be rated "Qualified," placed on the Referred List, and may be considered for an interview. Preference for interviews will be given to applicants with experience in the following: Demonstrated minimum three (3) years of experience in broadband, cable installation, and/or networking, including hands-on field work.Minimum three (3) years proven customer service experience involving direct interaction with customers in person, by phone, or through digital channels.Minimum three (3) years troubleshooting and diagnosing technical issues related to broadband, cable, and/or telephony systems.Proficiency as an advanced user of Microsoft Office applications (e.g., Word, Excel, Outlook, PowerPoint) with at least 3 years of regular use.Ability to safely lift and maneuver equipment weighing up to 50 pounds.Ability to interact frequently and professionally with external clients, contractors, and vendors at various organizational levels across multiple projects, ensuring timely communication and coordination.