Information Technology Support Engineer III

Virginia-Department-of-Social-Service; Alexandria (VA); On-site; USD 70,000 - 95,000; Full time

Job summary

The City of Alexandria provides essential safety net services and maintains its IT systems to support staff and residents. The Information Technology Support Engineer III role focuses on maintaining the department's MIS and LAN, delivering user training, and ensuring secure, reliable IT operations across onsite and remote work sites.

Ideal candidates have strong hands-on experience with microcomputers, network hardware, and IT service delivery, including ticketing, documentation, and cross-team

Qualifications

• Associate degree or equivalent technical training in the operation of peripheral equipment, microcomputers, and LAN with related work experience.
• Considerable knowledge of data processing operations, microcomputers, mainframe 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 Local Area Network.
• Demonstrated ability to maintain clear and concise problem logs; communicate effectively with technical and non-technical personnel.
• Demonstrated ability to exercise independent judgment, plan and schedule work; maintain professional relationships.

Responsibilities

• Maintains Department's PCs and peripherals, with first/second level diagnosis and repairs.
• Provides technical support to users, including one-on-one training on software and accessing Department applications remotely.
• Assures security and integrity of the department's LAN by managing passwords and user rights.
• Responds to calls from remote sites, troubleshooting connectivity and application issues and upgrading hardware/software.
• Coordinates computer deployment and inventory checks.
• Conducts research on hardware/software issues and provides solutions.
• Runs repair/diagnostic software on computers; diagnoses network port problems.
• Acts as liaison with City HelpDesk and General Services Representatives.

Skills

Data processing operations

Network monitoring software

Hardware troubleshooting

Technical communication

Education

Associate degree in Technology or related field

Tools

Dell systems

HP systems

Job description

Information TechnologySupport Engineer III

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.

The Information TechnologySupport Engineer III performs thedata processing worknecessary todevelopandmaintain thedepartment'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, 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 local network (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 problems andinstallation 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'sHelpDesk andGeneralServices Representatives;

• 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 testsandworkswithITSstaff members to identifyandcorrectdeficiencies;

• Preparesresponses tospecialrequests forprogram information andfulfillsmonthly, quarterly, and periodic reporting requests, including special reports;

• ImprovescommunicationinsidetheTechnologyServices Team;

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

• Participatein andcontributetoIT teammeetingsat unit, Department andCitylevel;

• 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.
• 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.