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Office of the Public Defender           6 St. Paul Street, Suite 1400, Baltimore, MD 21202           1.877.430.5187              opdcommunications@opd.state.md.us

Information Technology

OPD has a centralized Information Technology headquarters office located in Anne Arundel County and numerous field locations to include local OPD offices, courthouses, local detention centers, and mental health hospitals.  The Information Technology Division provides department-wide technology planning, acquisition, policies, connectivity, and support for a broad portfolio of infrastructure and applications operating in an enterprise-caliber environment. 

 

IT Service Desk Analyst Intern

The IT Division is currently seeking a Service Desk Analyst Intern to provide telephone and email-based support to the OPD attorney and staff members. The Service Desk Analyst Intern will respond to agency staff requests and inquiries performing troubleshooting and problem resolution on computers, agency-managed mobile devices, printers, and other peripheral devices. The intern will gain "on the job training" geared to the knowledge of the technology used by OPD agency along with steps for troubleshooting and resolving reported technology issues and work support requests. This position will be located at our IT headquarters: 989 Corporate Boulevard, Linthicum Heights, Maryland. 

Possible Duties and Responsibilities

  • Serve as the first point of contact for customers seeking technical assistance. 

  • Create helpdesk tickets for all calls. Detail login all support request activities in the Track-IT Helpdesk system. 

  • Remotely access the customer's workstation to troubleshoot by running diagnostic techniques to discover issues and provide resolution. 

  • Escalating high-severity incidents appropriately, complying with departmental standards. 

  • Support continuous improvement initiatives. 

  • Be willing to participate in the execution of technology infrastructure project(s). 

Minimum Qualifications

  • Graduation from an accredited high school or GED

  • Basic understanding of computer systems, mobile devices, and other tech products. 

  • Ability to diagnose and resolve fundamental technical issues. 

  • Strong written and verbal communication skills

Preferred Qualifications

  • Prior experience providing support as part of a Help Desk/Call Center type of work environment. 

  • Hands-on experience troubleshooting Windows desktops/laptops, Microsoft Soft suite, printers, and general applications. 

  • Working knowledge of both Windows 7 and Windows 10 operating systems. 

  • Prior exposure to basic information security concepts (network account creations, safeguarding passwords, etc.). 

 

 

We accept applications on a rolling basis. This is an unpaid volunteer position; however, where appropriate and applicable OPD is willing to provide supervision for credit as well as sponsor grant or other outside funding applications.