Information Technology Support Engineer III

Hiring Range: 76,991.98 to 103,132.12

Additional Detail

The City of Alexandria is bordered by Washington D.C. and the Potomac River, Arlington and Fairfax counties, and Maryland. Thesmall city has a cosmopolitan feel with 150,000 people living within its 15.75 square miles. At the Department of Community and Human Services, we provide essential safety net services to help city residents enjoy a sense of well-being, safety and self-sufficiency. Our behavioral health programs provide compassionate services that support self-determination and recovery. The beauty of our diverse and resilient people and our commitment to race and social equity, coupled with a historic district dating to 1749, charming waterfront, vibrant arts community and unique places for foodies and shopping, make the City of Alexandria a uniquely wonderful place to live, work and play. We invite all qualified candidates to learn more and apply for ourInformation Technology Support Engineer IIIposition.

Title Description

Information Systems Support Specialist II is the specialist level in the occupational group for Information Systems Support positions. Employees are responsible for serving as the network administrator for the Local Area Computer Network (LAN) by assuring that the network and its applications are available to users and analyzing and resolving problems. The Information Systems Support Specialist II is distinguished from the Information Systems Support Supervisor by the latter's providing supervision, guidance, support, consultation and training to user employees, other technicians, and others in the installation, operation, application and maintenance of various types of information/communications technology and performs routine analysis, program design, coding and relating systems analysis tasks.

General Statement of Duties

Performs thedataprocessing worknecessary todevelopandmaintain thedepartment's management information systems.

Example of Duties

• Maintains Department's personal computers and associated peripheral devices (e.g. printers, scanners, broadbandmodems etc.) toinclude first andsecond leveldiagnosis ofproblemsand repairs of personal computers;
• Provides technical support to Department's users to include one on one training on use of software applications suchastheentireMicrosoftOffice suiteas wellastraining usersonhowto access Department software applications from remote sites using communication software;
• Assures security andintegrity ofdepartment's localnetwork (onsiteandremote)byassigning user passwords, user rights andmaintaining aspects of the system security of localarea networks;
• Responds to calls from remote sites (to include group homes, apartments and schools), troubleshootingconnectivity problems, application problemsandinstallation andupgrading ofall hardware and software;
• Coordinatescomputerdeployment(checktheimages,checks andupdatescomputer inventory);
• Conductsresearchonhardwareandsoftwareissues and provides solutions;
• Runrepairanddiagnosticsoftwareoncomputers;
• Diagnoseandcorrectnetworkportandconnectionproblems;
• Installsharddrives,controllers,powersupplies,cd/DVDromdrivesandmemory;
• Tier 2 Help Desk support, responsibilities including the recording in detail the nature and resolution ofallcalls; resolvingcustomer problems whenpossible; educatingcustomers onthe ways of keeping the problem from reoccurring;
• Acts asliaisonwithCity'sHelpDeskandGeneralServicesRepresentatives;
• Performs technical supportwork inTechnology Services Division vialocalareanetwork or remotely supported users;
• Worksclosely withcomputerusers,andmaintainsoperating systems softwarebyupgrading new releases, monitoring Input/Output and reconfiguring networks;
• Conductssystem testsandworkswithITSstaffmemberstoidentifyandcorrectdeficiencies;
• Preparesresponses tospecialrequests forprograminformation andfulfillsmonthly, quarterly, and periodic reporting requests, including special reports;
• ImprovescommunicationinsidetheTechnologyServicesTeam;
• Keepsinventoryof the Department's personal computers and associated peripheral devices (e.g. printers, scanners, broadband modems etc.);
• Participatein andcontributetoIT teammeetingsatunit,DepartmentandCitylevel;
• Performsrelatedworkasrequired.

Minimum Qualifications

Associate degree or equivalent technical technician program in the operation of peripheral equipment, microcomputers, and local area networks supplemented with related work experience in microcomputer repair, installation and troubleshooting OR any equivalent combination of training and experience which provides the required knowledge, skills and abilities.

Preferred Qualifications

Thorough knowledge of computer hardware and operating systems. Demonstrate good knowledge of software applications for creating spreadsheets, managing relational databases, word processing, and utilizing various utilities. Some knowledge of planning and modeling techniques is expected, along with strong skills in obtaining information and presenting it in clear and understandable formats. Ability to think logically and apply deductive reasoning when solving problems. A solid technical background in Information Technology and completion of college-level courses in information systems or business administration. Considerable years of relevant, professional experience.

Four-Year College Degree. Considerable experience managing Virginia Department of Social Services (VDSS) applications like SAMS, VaCMS, and OASIS. Considerable experience in diagnosing and resolving hardware issues with Dell and Hewlett Packard systems. Considerable experience in delivering exceptional customer service and fostering operational excellence.