Lead IT Support Technician (Network/Telecom Analyst II)

Fairfax County Government; Fairfax (VA); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Benefits

Retirement

Job summary

Fairfax County Government is seeking an IT Support Technician to join the Workplace IT Service Desk, providing advanced Tier II-III end-user support, Windows-based system administration, and CAP division coordination.

You will help resolve complex PC, software, and device issues, mentor junior staff, and contribute to continuous improvement of IT services for a diverse user base across DPWES. Expect travel and on-call rotations as needed.

Qualifications

• Associate degree in computer science, electrical engineering, electronics, or related field; plus three years of network/telecommunications experience; or a bachelor’s degree plus one year of design/troubleshooting experience.

Responsibilities

• Build, test, and deploy Windows PCs including imaging and software packaging.
• Administer Active Directory using SCCM and Windows tools.
• Provide Tier II-III end-user support for PC, software, mobile devices, printers, and connectivity.
• Diagnose hardware and software problems; escalate as needed to ensure timely resolution.
• Develop subject matter expertise for DPWES CAP division and lead implementations.
• Serve as CAP's Information Security Coordinator and primary security training contact.
• Coordinate with vendors and IT staff to deploy changes and new releases.
• Act as IT liaison to DIT for incident resolution and upgrades.

Skills

End-user support

Customer service

Strong communication

Team mentoring

Problem solving

Learning new systems

Education

Bachelor's degree in IT or related field

Associate degree in computer science/electrical engineering/electronics or related field

Tools

SCCM

Active Directory

Windows Server administration

PowerShell

Windows 11/Office 365

IT service management tools (ServiceNow)

Dell PC hardware

Job description

Job Announcement

Help lead the technology that powers the infrastructure our community depends on-where your expertise keeps critical public facilities running at their best every day.

We are seeking a motivated, customer-oriented IT support technician to join our Workplace IT Service Desk team. This senior role provides advanced Tier II-III end-user support, administers and maintains Windows-based application systems and Active Directory, and serves as the primary IT support point of contact for the Capital Facilities (CAP) division.

Under the general supervision of the IT Support Manager, you will troubleshoot and resolve complex issues involving PCs, software, mobile devices, printers, and network connectivity; and provide technical leadership and mentoring to junior IT staff. The successful candidate will have a proven ability to deliver Tier II-III support in a team environment, strong interpersonal skills, and an intense curiosity to resolve problems and identify solutions. You must be able to quickly learn systems, processes, and procedures, and grasp technical concepts. The relationships with our clients are directly impacted by the quality of services provided in this position, and you will be a key contributor to the continuous improvement of IT services for a diverse user base across DPWES business units.

DPWES is a diverse, nationally-accredited and award-winning public works agency with approximately 1,000 employees providing solid waste, capital facility development, wastewater, stormwater, urban forestry, and land acquisition management services for the most populous county in Virginia. Join our team to help us protect the environment and serve the people of Fairfax County by creating and preserving a sustainable community that is an ideal place to live, work, and play for everyone.

Fairfax County Government is committed to our employees, and offers comprehensive benefits, including a defined-benefit retirement plan; medical, life and disability insurance; paid leave; tuition reimbursement; and reasonable accommodations for individuals with disabilities. Through our LiveWell Program and the County Benefits Division, we endeavor to cultivate a culture of wellbeing that empowers, educates and engages employees and retirees to make life-long choices that promote a holistic approach to their physical, mental, emotional, social, spiritual and financial wellness. Please review our awesome benefits:

• Benefits
• Retirement

The DPWES director's office provides support for all business areas of DPWES. Responsible for communication and public engagement, information technology, safety, emergency planning, and human resource policy oversight, the Director's Office is foundational for the department's success in delivering quality and equitable services to our community.

This position requires travel between different work locations and participation in an on-call rotation to support occasional critical events, which may involve afterhours remote or on-site response.

Key Responsibilities:

• Build, test, and deploy Windows PCs, including imaging, software packaging, and installation for new deployments and upgrades.
• Administer Active Directory (users, groups, domains, distribution lists, shared mailboxes, and network shares) using SCCM and Windows administration tools.
• Provide exemplary Service Desk support by efficiently resolving application, PC, software, mobile device, printer, and connectivity issues, ensuring timely and accurate ticket management in ServiceNow, and using strong written and verbal communication.
• Diagnose computer hardware and software problems, implement effective solutions, and **escalate** or coordinate with other IT groups as needed to ensure timely resolution.
• Develop deep subject matter expertise of the DPWES Capital Facilities (CAP) division to define hardware and software solutions, provide proposals and recommendations, and lead/coordinate implementations.
• Serve as CAP's Information Security Coordinator by leading policy compliance, acting as the primary contact for security matters, and administering user security training.
• Partner with other Lead IT Support Technicians and manage vendor relationships to provide Windows server and application administration support, coordinating with users and IT staff to implement changes and deploy new releases.
• Serve as IT liaison to the Department of Information Technology (DIT) for incident resolution, upgrades, patches, and other IT initiatives, ensuring effective communication and coordination between DPWES and DIT.
• Support the IT Support Manager in developing and enhancing operational processes and procedures, system documentation, and maintaining PC and software asset management controls.

DPWES is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Note: This position is designated as emergency essential personnel and may be required to respond during inclement weather or emergency situations. May be required to work weekends and holidays.

Employment Standards

MINIMUM QUALIFICATIONS: Any combination of education, experience, and training equivalent to the following:

Possession of an associate degree in computer science, electrical engineering, electronics, or a related field; plus three years of network and/or telecommunications experience; or a bachelor's degree in such fields; plus one year of experience in network or telecommunications system design, analysis, installation, and troubleshooting.

CERTIFICATES AND LICENSES REQUIRED: A valid driver's license.

NECESSARY SPECIAL REQUIREMENTS: The appointee to this position will be required to complete a criminal background and driving record check to the satisfaction of the employer.

• Bachelor's degree or equivalent in IT, computer science, management information systems, or related field from an accredited university.
• Windows Server 2025 Operating System administration experience.
• A minimum of four years' Service Desk experience providing hands-on PC, software and peripheral support to end-users, specifically Microsoft Office products.
• Experience with scripting and PowerShell.
• Strong demonstrated proficiency in use and support of Windows 11, Microsoft Office Suite, including Teams, basic networking concepts, iOS, and Dell PC hardware.
• Relevant certifications such as CompTIA A +, Security +, Microsoft 365 Endpoint Administrator, or equivalent are strongly preferred.
• Demonstrated experience in the administration, installation, configuration, and support of applications/systems.
• Experience supporting or working closely with Capital Facilities, surveying, or similar infrastructure-focused agencies, including familiarity with capital projects, and construction environments.
• Experience with asset management, to include inventory control and PC replacement cycles.
• Experience establishing and maintaining vendor relationships.

PHYSICAL REQUIREMENTS: Ability to shelve materials at all height levels. Ability to stoop, bend and reach. Ability to travel to various locations throughout Fairfax County to provide coverage, attend meetings and trainings. Ability to move computer components (Maximum weight 30 pounds). All duties performed with or without reasonable accommodations.

SELECTION PROCEDURE: Panel interview and may include exercise.

Fairfax County is home to a highly diverse population, with a significant number of residents speaking languages other than English at home (including Spanish, Asian/Pacific Islander, Indo-European, and many others.) We encourage candidates who are bilingual in English and another language to apply for this opportunity.

Fairfax County Government prohibits discrimination on the basis of race, color, religion, national origin, sex, pregnancy, childbirth or related medical conditions, age, marital status, disability, sexual orientation, gender identity, genetics, political affiliation, or military status in the recruitment, selection, and hiring of its workforce.

Reasonable accommodations are available to persons with disabilities during application and/or interview processes per the Americans with Disabilities Act. TTY 703-222-7314. [e-mail] EEO/AA/TTY.