Information Technology Support Engineer III

Hiring Range: $60,336.90 to $105,128.14

Full Time or Part Time: Full Time

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.

GeneralStatementofDuties:

Performs thedataprocessing worknecessary todevelopandmaintain thedepartment's management information systems.

ExamplesofDuties:

• 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, broad band modems etc.);
• Participatein andcontributetoIT teammeetingsatunit,DepartmentandCitylevel;
• Performsrelatedworkasrequired.

EssentialKnowledge, Skills and Abilities:

Good knowledge of database design and maintenance; ability to analyze methods and procedures accurately and logically and report findings; ability to prepare clear and well documented reports; and the ability to establish and maintain effective working relationships with users and co-workers.

MinimumQualifications:

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.

PreferredQualifications:

Four-Year College Degree and considerable relevant, professional experience. Thorough knowledge of the principles, practices and theories of systems analysis and computer programming; good knowledge of DOS/VSE JCL, COBOL, EzTrieve, and Assembler; Good knowledge of DOS, Windows and assorted personal computer database products, i.e., PowerBuilder, dBase or related packages;

Master's Degree; Extensive experience with Web and Internet development; understanding of Internet protocols relevant to currently utilized technologies, including HTTP, SSL/TLS, SMTP, SOAP, SSH, RDP, DNS, DHCP, and NTP; Some experience implementing systems that comply with legal, regulatory, and industry standards such as those published by the Virginia Information Technology Agency and Payment Card Industry Security Standards Council; Some experience using formal methodologies for application design, testing, change management, and project management; Some experience configuring wired and wireless networks; Some experience developing Web and database client applications on a wide range of platforms and devices; Proven ability to learn and utilize new technologies quickly.