It Support Engineer I

An Overview
The Department of Information Technology Services (ITS) is seeking an Information Technology Support Engineer I. He or she will provide technical assistance to City employees experiencing computer hardware or software problems. They will be responsible for providing immediate and high-quality first level support to City employees within City workspaces and remotely. Guidelines used by the incumbents are in the form of acceptable information management technology practices, Administrative Regulations, ITS standards and practices, and department procedures and policies. This position is responsible for configuring, installing and maintaining City endpoints, including testing and deploying standardized computer software images, and reports to the ITS Help Desk Manager.

The Opportunity
As an Information Technology Support Engineer I, you will be an important team member of the Information Technology Services (ITS) Department. Examples of duties include:

• Reviews operating system and IT system event logs for root-cause analysis and incident resolution;
• Processes, routes, and escalates IT requests quickly and accurately through the City’s ITSM portal and provides feedback for improvements;
• Using effective and adaptive communication methods in multiple channels (email, chat, phone, in-person), incorporating active listening skills, empathy, and an enthusiastic problem-solving approach;
• Provides IT event support for City Council, the Emergency Operations Center, and the Voter Registration Office outside of normal business hours;
• Utilizes enterprise desktop management tools for operating system and software deployments
• Participates in a collaborative setting to achieve strategic IT initiatives, such as enterprise-wide software and hardware upgrades, new product and feature rollouts and security event response;
• Provides first level support via telephone, chat, email, or in-person to City staff requesting assistance for software and hardware issues;
• Installing, servicing, and supporting enterprise desktop configurations and other technical equipment/systems;
• Manages user and computer accounts in a network tool such as Active Directory which includes creating, editing, deleting, moving accounts along with basic troubleshooting of access rights;
• Performs other duties as assigned.
• Provides technical guidance, installs and performs repairs to hardware, software, and peripheral equipment following established procedures, correcting deficiencies with senior engineers;
• Assists the Help Desk Manager with running and processing daily and periodic reports;
• Documents Help Desk processes and procedures through knowledgebase articles, SharePoint postings, and in-person training;

About the Department
The Information Technology Services Department is responsible for enterprise technology operations for the City of Alexandria. ITS provides technology services and solutions to City departments to enhance service delivery. ITS aligns its work with City needs by providing leadership, resources, expertise, and products that enable departments to better serve the City's residents, businesses, and visitors. ITS resources support initiatives funded through the multi-year Information Technology Capital Improvement Plan (IT/CIP) to improve the overall technology landscape. The City of Alexandria's ITS Department has been a Top Ten National Finalist in the Digital Cities Award program for the past 13 consecutive years.

Minimum & Additional Requirements

High School Diploma or GED; one year of experience in the use and maintenance of computers and application software in a network environment, which involved the installation and maintenance of software systems; and completion of college courses in computers; or any equivalent combination of experience and training which provides the required knowledge, skills, and abilities. Employees in this class must possess a valid driver's license issued by the state of their residence.

Preferred Qualifications

The ability to perform occasional shift work assignments and be on-call. One or more years of increasingly responsible Help Desk experience in a local, state or federal government position; one or more years of break/fix support experience with Windows operating systems, and industry standard software applications; one or more years of support experience managing user and computer accounts in Active Directory, one or more years of support experience imaging and deploying computer devices; and one or more years of support experience routing and responding to requests for assistance in an service request system.

The preferred candidate will have demonstrated the following attributes in their past work experience: Superior telephone etiquette, dedication to high-quality customer service, and the ability to work in a team environment with internal customers/partners, third-party service providers and IT staff. Ability to work well under stress and deadlines. Knowledge of City government and business processes a plus.

The preferred candidate will meet the following: Able to work after hours as needed for high priority job assignments including the support of City Council, Voter Election office and the Emergency Operations Center.

Notes

The position requires a valid vehicle operator license issued by state of residence and an ability to be on-call and work after-hours assignments in support of City government.