Help Desk Technician -

Help Desk Technician

The Baltimore City Office of Information & Technology |  Baltimore, MD | Other

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Job Description
Company Culture Coverage
  • Network and Cybersecurity engineering, design and implementation
  • Cisco IOS – Routing and switching (BGP, OSPF, EIGRP, PfR, VPC, etc…)
  • Load balancing/Malware/Content filtering Management
  • Cisco Nexxus 9k and ISE engineering and implementation
  • Cisco Wireless and Wire Environment through 802.1x, and other protocols (MAB) including BYOD, Guests (Web-auth) and Sponsor portals, profiling and posturing.
  • Develop high availability, resiliency, contingency and recovery efforts and plans to ensure continuous availability and accessibility of network, security and infrastructure services.
  • Reviews plans for accuracy, completeness, and content and ensures compliance with security and best practice requirements.
  • Researches and identifies new solutions to automate/streamline the infrastructure and security in order to increase efficiencies
  • Works with Information Security and Systems teams to ensure complete collaboration and transparency
  • Mentors, teaches and trains junior personnel in network designs and architecture to ensure future requirements are planned for and met
  • Determines the solution configuration needed to develop, modify, and implement the network architecture and operations that permit the effective sharing and transmission of information among customers.
  • Develops recommendations that anticipate major effects on the IT systems and provide mitigation of adverse impacts.
  • Researches and makes recommendations for the most appropriate types of assessment tools to use.
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What is the internal culture like at BCIT?

BCIT’s mission serving the CIty of Baltimore fuels a sense of purpose across the organization. From Agile DevOps to the service desk to data and business intelligence, employees describe colleagues eager to help one another, ample on-the-job learning opportunities, and a robust social culture.

Pre-COVID, employees gathered for holidays and dessert days. Even working remotely, teams have continued holding “lunch-and-learn” learning sessions at lunch, and shorter, more informal chat sessions known as “chew and chats.”

BCIT emphasizes hard work and flexibility: Team members are expected to step up for a wide range of tasks. At the same time, BCIT offers robust support for professional development and further education.

“I had a full-time scholarship at the University of Maryland. They were very flexible in allowing me to continue to work and do my endeavor,” IT specialist Markesia Davis said. “‘This is what you want to do, let’s figure out a way to move you forward.’ So there’s always growth — it’s limitless.”


What background should we know about BCIT?

The City of Baltimore is making more investment in infrastructure needs and staffing to assist BCIT in building sustainability, resilience and implement best practices.  As a result we are seeing unprecedented growth and we have more opportunities than ever.


Why is working at BCIT a great opportunity?

You get to be a part of something that directly impacts the citizens of Baltimore, improving everyday life. The office is evolving and implementing best practices and creative solutions.   There is so much opportunity for individuals that are ready to innovate, build efficiencies and work collaboratively with our team, stakeholders and the citizens of Baltimore.


Tell us a little bit more about the perks of working at BCIT.

There’s of course the shared mission, and the learning opportunities and social culture. Employees also especially enjoy the supportive environment at BCIT. They describe colleagues and supervisors ready to help one another, a strong team atmosphere, and a culture where knowledge is rewarded.

“They help me out; they’re very nice about it. There’s a good team attitude at our place,” cybersecurity analyst Nelson L. said. “This is one of the first jobs where the people, the managers above me, actually know their stuff.”

Employees describe an inclusive workplace, too: “I love that I’m looked at not just for my skin color or my gender, but for my skill,” Davis said.


What makes working at BCIT unique?

BCIT supports city agencies and infrastructure serving more than 600,000 citizens. That’s different than at a bank or consulting firm.

“You’re helping out the City of Baltimore. You’re helping keep it safe,” Nelson said.”Doing work for the public good is something that I enjoy doing.”

He was especially impressed by the range of tools at the cybersecurity team’s disposal. “There’s all this good software and programs that, in my line of work, not every institution has them, especially private institutions,” Nelson said. “That’s one of the things that will make my career and resume more valuable. It exposes me to a lot more.”


What is a common misperception of BCIT?

That the agency is stagnant or that it’s business-as-usual. BCIT has done tremendous work to transform the service that we provide and we are on track to become a resource that provides the best solutions for our customers. Its stakeholders are beginning to share that they’ve noticed.


What does BCIT look for in an employee?

Employees are expected to take on a variety of tasks and challenges.

Davis, in IT, states: “Hardworking is something that you definitely need to be, and flexible,” she said. “A year ago, we had a ransomware attack, and flexibility was key: Everyone that was doing a task took on a whole different task that you may have never done before. But as long as you have the flexibility and the open-mindedness to do it, you could do it.”

The cybersecurity team in particular looks for candidates with a background in digital forensics and penetration testing. “Be familiar and keep up with how attacks are occurring, specifically with regard to municipalities,” Nelson said.

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