Information Technology Support Engineer III

The City of Alexandria is bordered by Washington D.C. and the Potomac River, Arlington and Fairfax counties, and Maryland. The small 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 our Information Technology Support Engineer III position.

The Information Technology Support Engineer III performs the data processing work necessary to develop and maintain the department's management information systems.

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.

Example of Duties:

• Maintains Department's personal computers and associated peripheral devices (e.g. printers, scanners, broadband modems etc.) to include first and second level diagnosis of problems and repairs of personal computers;

• Provides technical support to Department's users to include one on one training on use of software applications such as the entire Microsoft Office suite as well as training users on how to access Department software applications from remote sites using communication software;

• Assures security and integrity of department's local network (on site and remote) by assigning user passwords, user rights and maintaining aspects of the system security of local area networks;

• Responds to calls from remote sites (to include group homes, apartments and schools), troubleshooting connectivity problems, application problems and installation and upgrading of all hardware and software;

• Coordinates computer deployment (check the images, checks and updates computer inventory);

• Conducts research on hardware and software issues and provides solutions;

• Run repair and diagnostic software on computers;

• Diagnose and correct network port and connection problems;

• Installs hard drives, controllers, power supplies, cd/DVD rom drives and memory;

• Tier 2 Help Desk support, responsibilities including the recording in detail the nature and resolution of all calls; resolving customer problems when possible; educating customers on the ways of keeping the problem from reoccurring;

• Acts as liaison with City's Help Desk and General Services Representatives;

• Performs technical support work in Technology Services Division via local area network or remotely supported users;

• Works closely with computer users, and maintains operating systems software by upgrading new releases, monitoring Input/Output and reconfiguring networks;

• Conducts system tests and works with ITS staff members to identify and correct deficiencies;

• Prepares responses to special requests for program information and fulfills monthly, quarterly, and periodic reporting requests, including special reports;

• Improves communication inside the Technology Services Team;

• Keeps inventory of the Department's personal computers and associated peripheral devices (e.g. printers, scanners, broadband modems etc.);

• Participate in and contribute to IT team meetings at unit, Department and City level;

• Performs related work as required.

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. Considerable knowledge of data processing operations, microcomputers, mainframe computer hardware configurations, and network monitoring software packages. Skill in operating, repairing, installing, initial configuration, and maintaining microcomputer and network equipment. Demonstrated ability to analyze and diagnose computer operations problems such as those encountered in the operation of the Local Area Network; Demonstrated ability to maintain clear and concise problem logs; Demonstrated ability to communicate effectively both orally and in writing with both technical and non-technical personnel; Demonstrated ability to exercise independent judgment in the performance of duties; Demonstrated ability to plan and schedule work; Demonstrated ability to maintain a professional and effective working relationship with users, use good judgment, tact, and be courteous; Demonstrated ability to interpret and implement administrative policy; Demonstrated ability to successfully complete and utilize ongoing training modules and train others.

Preferred Qualifications:

Four-year college degree, and considerable relevant professional experience OR any equivalent combination of experience and training which provides the required knowledge, skills, and abilities. Considerable experience providing information technology support in a government agency. 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.