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Enterprise It Technician
2 weeks ago
In a team-based regional support structure, this person will work in a team environment in support of countywide IT operations for network-based systems tools and devices across multiple-platforms to include network equipment, computers, printers, scanners, Microsoft Teams Calling, and related desktop video and audio components, MFD, and mobile devices. Performs installation, configuration, and devices integrated on the enterprise-wide network, cloud services' and agencies' LAN based systems; maintenance and support for wired and mobile IT clients and other end-point devices and related systems. Will have responsibilities around datacenter operations, service desk operations monitoring IT services across multiple platforms, while providing customer support via calls, and e-mails. Performs a variety of analytical and troubleshooting configurations, around the install of enterprise and business application specific software images. Responds to troubles and provides through Tier II support to county agencies IT analysts and end-users. Executes patches and fixes on computers and other end-user devices. Troubleshoots problems using enterprise tools, and documentation to resolve device problems. Recommends procedures and controls for problem prevention and escalates to Tier 3 support when necessary. Participates in the testing and evaluation of a variety of desktop, mobile devices, and enterprise messaging solutions. Ensures IT assets and service tickets are entered into the ITL based IT service desk system. Provides assistance and consultation to agencies-based IT staff and end-users. Shift work may be required. Performs other duties as assigned.
Employment Standards
MINIMUM QUALIFICATIONS:
Any combination of education, training, and experience equivalent to the following: High school diploma or GED ; plus four years relevant experience; or IT job-related course work from an accredited college or trade school in computer science, computer information systems, data processing, information management or a closely related field is preferred.
NECESSARY SPECIAL REQUIREMENTS:
The appointee to this position will be required to complete a criminal background check to the satisfaction of the employer.
PREFERRED QUALIFICATIONS: At least 3 years of experience providing technical support to business area management and staffs for personal computer systems software, hardware, and network connectivity. Installs, configures and troubleshoots desktop systems, workstations, and network connectivity issues.Providing front line technical support for all user requests through email, phone and in person supporting basic IT issues such as password resets, peripheral configurations, desktop/laptop/iPad/iPhone configurations, software installations and hardware repairs, the skillset to guide clients through steps to resolve issues and training users to address common issues around our Microsoft Suite of products.At least 1 year experience working in a Data Center environment that operates 24/7 with the ability to participate in on-call rotation and be willing to provide after hour support as needed.Working knowledge of provisioning new hardware for new and existing users, including reimaging computers and installing software.Researching and providing answers to clients by identifying problems and solutions, and conducting follow-up to ensure issue is resolved and ticket is closed.Be willing to travel to county locations in Fairfax, VA, to verify that software/equipment is properly configured, and network connectivity is operational and correctly connected to the network.Should possess good skills around creating and managing incident (issue) tickets, provide caller with ticket number and estimated resolution time, and follow service desk procedures and scripts to analyze and resolve system hardware and software issues, troubleshoot end-users devices, and have the ability to escalate issues as needed to the next Tier Support.Should have experience troubleshooting iPhones, iPads, and other mobile end user devices, and should also know how to troubleshoot audio/video, and soft phone technology, along with the ability to re-configure CPU/laptop based scanning systems and web-based configuration systemsMust have good oral and written communication skills to support communication and incident ticket documentation of all interactions with callers or users, including: phone, email, in-person, and other communication formats.Candidates must be available to work shifts as needed.
PHYSICAL REQUIREMENTS:
Some lifting of equipment will be necessary when installing pcs and servers. Work is generally active and performed in an ever-changing office environment. Extended periods of standing may be required. Lifting boxes up to 50 pounds. All duties performed with or without reasonable accommodation.
SELECTION PROCEDURE:
Panel interview and may include exercise.
The population of Fairfax County is very diverse where 38.7% of residents speak a language other than English at home ( Spanish, Asian/Pacific Islander, Indo-European, and others ) and we encourage candidates bilingual in English and a foreign language to apply to 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. Contact for assistance. TTY EEO/AA/TTY.
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