Current Openings At NolanMackenzie

The Application Development Expert will be responsible for development, upgrades, maintenance and support of the existing Maryland State Police data repositories. This resource will support the web services for internal and external processes which provides services to not only MSP but also allied partners across the state. This process directly supports the FBI mandate for states to transition from summary-based reporting to incident based reporting. WCF Web Services and .NET languages are used to maintain the existing infrastructure.

The team utilizes Agile/Scrum methodology with Team Foundation Server (Azure Devops) for source control and backlog.

This is a Windows application development position. The environment consists of Winforms and WCF Web Services,.NET with Devexpress controls, and MVVM. 

Duties and Responsibilities:

  • Develop, maintain, and support Maryland State Police data repositories. Improve functionality and reporting capabilities of the data repositories.
  • Maintain and support existing web ‘portal’ for Maryland law enforcement agencies to report crime data to be translated into NIBRS format and stored in the data repository; develop on-demand reporting (as needed) that these agencies can access via the Maryland IBR System portal
  • Support NIBRS data repository and FBI submission process in both certification and production processes
  • Participate in an Agile/Scrum environment supporting the Delta Plus suite of modules

 Education and Years of Experience:  

  • Preference for a Bachelor’s or Master’s Degree in Computer Science, Information Systems, or other related field or
    equivalent work experience.
  • At least seven (7) years of IT and business/industry work experience.

Required and Desired Skills/Certifications: 

Specialized Experience:

  • At least three (3) years, within the most recent 5 years, in software development for a mid to large corporation or similarly sized non-profit organization. The applicable software development experience must include consistent and recent use of these technologies:
  • Minimum of five (5) years of experience developing Windows Applications using C# and VB.net.
  • Minimum of five (5) years of experience designing and implementing systems using Windows Communication Foundation (WCF) services.
  • Windows Forms experience.

Preferred Experience:

  • Knowledge of MVVM (Model – View – View – Model) and how it applies to the software development cycle
  • Experience utilizing Team Foundation Server (Azure DevOps)
  • Experience creating and updating code with DevExpress controls.
  • Experience implementing systems that use SQL as their database.
  • Experience in Agile/SCRUM development methodology

Additional Requirements:

Min Citizenship Status Required: H1B Visa

Physical Requirements: No Physical requirement needed for this position.

Location: Remote after the first six weeks.  Must be able to respond to Pikesville, MD within four hours.

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The End User Support Specialist (EUSS) is responsible for supporting one or more State agencies with all of their end user technology needs. This includes, but is not limited to, maintenance and management of desktop computers, laptops, tablets, mobile devices, printers, and related hardware and software which is specific to each agency’s needs.

This position is responsible for supporting all Windows based operating systems including current as well as legacy versions. This position is responsible for supporting standard productivity software as determined by DoIT and the agencies DoIT supports including but not limited to Microsoft Office, G Suite, and Adobe. While Google Chrome is the State’s preferred web browser, familiarity with other browsers is expected. This position is also expected to support video conference tools such as Zoom, WebEx, Cisco Jabber, GoToMeeting, and Google Meet.

While this position typically supports a single location or agency, circumstances may dictate the need to support other locations or agencies. When assigned work at other locations the use of a State or personal vehicle, may be necessary. Standard mileage allowance will be paid for use of a privately owned vehicle if a state vehicle is not available.

Duties and Responsibilities:

Duties and Responsibilities:

30% IT Hardware & Software Support

Installation and maintenance of hardware such as printers, scanners, or other devices. Maintenance of critical software for user support (Anti-Virus, Encryption software, etc.)  Installation of applications software and customization as required. Troubleshoot and resolve issues with desktop/laptop/tablet/mobile device hardware, software, network connectivity, and other factors effecting systems operations and performance. Ensure desktop computers interconnect with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems. Install, test, and support new and existing software.  Install upgrades/service packs as needed. Keep up to date on new and emerging technologies. Assist customers with video conference setup, testing and evaluation. Install and set up office computer equipment, printers, and other IT related equipment for new and existing employees.  For teleworkers configure laptops and ensure the timely delivery by mail of equipment.

20% Customer Service

Customer service is a critical function of this role and as such we have established SLO/SLAs to align with reasonable customer expectations. This position should work assigned tickets so as to meet established SLO/SLA’s and meet/exceed customer expectations. Ticket management includes entering appropriate notations in the ticket relative to issues identified and actions taken. Document all work in ServiceNow per the DoIT Ticket Handling Etiquette guidelines and apprise customer of progress made towards ticket resolution. Always demonstrate courteous and professional behavior and provide excellent customer service at all times.

20% Queue & Workload Management

Document all work in ServiceNow related to the installation, deployment, and maintenance of hardware and software for end users. Create user accounts and management of account privileges. Use the ServiceNow system to create and update tickets for every user interaction before starting on any project. Work on assigned tickets to meet any established SLO/SLAs

 15% IT Collaboration

Collaborate and consult with End User Support team members on solving technical issues, research and investigate solutions and workarounds by partnering with DoIT technical teams and peers. Share knowledge and technical solutions with the Service Desk and EUS teams and help promote knowledge sharing. Document and troubleshoot reported issues as appropriate in ServiceNow and collaborate with other DoIT IT support teams as needed towards issue resolution.

5% Technical Projects

Work on technical projects as assigned. Maintains appropriate level of documentation for project related work. Reports project related issues, milestones, and completion of deliverables to End User Support leads/managers and peers.

5% IT Asset & Inventory Support

Assist in the completion and capture of physical inventory for DoIT supported sites and support the process for capturing moves, adds, and changes so as to reconcile with the asset database and ensure inventory is maintained accurately in accordance with DoIT asset policies.

5% Other Duties as Assigned

Perform other job-related duties as required by business needs. Accordance with DoIT asset policies.

Education and Years of Experience:  

  • Prefer at least an Associate’s degree but not required.
  • 3+ years of Help Desk/Desktop support experience required.
  • Must have strong communication and customer service skills

Required and Desired Skills/Certifications: 

Ideal Candidate would have some fo the following certifications:

  • A+
  • Network+
  • Security+

Additional Requirements:

This position will require the End User Support Specialist team member to identify and decide on how to best resolve issues presented as well as technical escalations. They will be responsible to anticipate, plan, coordinate, and evaluate the technical requirements and needs of DoIT supported customers. Recommendations may be made to fellow DoIT team members and/or to the user, as deemed appropriate.

Physical Requirements: No Physical requirement needed for this position.

Min. Citizenship Status Required: H-1B

Location: Baltimore, MD Area

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Duties and Responsibilities:

  • Install, configure, maintain, troubleshoot, and repair network software, servers, and /or network utilities to provide solutions to minimize user down time. Keep network software, servers and / or network utilities up-to-date and in compliance with MDH security guidelines and vendor best-practices. Create and deploy scripts / automation where needed to improve team efficiency or assist MDH personnel with various requirements / tasks.
  • Administer, maintain, manage Active Directory for local site’s Organizational Unit, within the MDH enterprise AD environment.  Adhere to and ensure compliance with Office of Enterprise Technology, Maryland Department of Health and Maryland Department of Information Technology standards, practices, policies.
  • Configure, install, maintain hardware, and install hardware components related to computer and others electronic communication hardware such as servers, hubs, switches, modems, faxes, printers, network cabling, presentation equipment, videoconference equipment, specialized digital equipment, etc.
  • Responds to help desk assignments, and document solutions to support requests.  May include preparing written correspondence to maintain documentation for installations, setup procedures, and user support & training.  Adhere to and meet OET SLA’s, policies, procedures and practices for Helpdesk and end-user support service.
  • Consults with users to discuss local and wide area network and microcomputer software and hardware needs to research and suggest the best solution and resources for the user to do his job effectively.
  • Prepares written correspondence to maintain documentation for installation and setup procedures and user support and training.
  • Updates and maintains centralized file records of all hardware and software in use by MDH personnel to include inventory and user files held within the IT Department.

Education and Years of Experience:  

  • 5 years administering large scale Active Directory environment.
  • 5 years managing and server hardware and software utilizing Microsoft Server operating systems.
  • 3 years providing user and infrastructure support in a Helpdesk/ServiceDesk setting.

Required and Desired Skills/Certifications: 

  • Networking Concepts
    • OSI Model
    • TCP/IP   
    • DNS
    • DHCP
  •  Active Directory
    • User, computer, group administration
    •  Replication
    •  Server Administration Hardware troubleshooting and repair
    • Windows server operating system
    • Active Directory membershipSoftware/application support and troubleshooting.
  •  Laptop and Desktop Support
    •  Hardware troubleshooting and repair
    •  Windows operating system
    •  Active Directory membership
    •  Software/application support and troubleshooting

Min Citizenship Status Required: Must Be US Citizen.

Physical Requirements: No Physical requirement needed for this position.

Location: Spring Grove Park, 55 Wade Ave, Catonsville, MD 21228

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