Information Technology Support Engineer III

The City of Alexandria is located in Northern Virginia and is bordered by the District of Columbia (Potomac River), Arlington and Fairfax counties. With a population of approximately 150,000 and a land area of 15.75 square miles, Alexandria is the seventh largest city in the Commonwealth of Virginia. Alexandria has a charming waterfront and is a unique and historic place to live and work. About one-quarter of the City's square miles have been designated as a national or local historic district. We proudly embrace our rich history and seize the endless opportunities that lie ahead. If you are interested in working for the vibrant City of Alexandria, we invite qualified candidates to apply for our Sheriff Information Technology Support Engineer III position.

An Overview

The Information Technology Support Engineer III works within the Office’s Information Technology Section (ITS). He/she will provide technical assistance to Office employees experiencing computer hardware or software problems and play an integral role in supporting and maintaining the Sheriff’s Office computer systems. The candidate selected for this position will review, modify, and troubleshoot the administrative processes of video visitation, training programs for the end user, inmate tablet hardware & software support, and the planning and implementation of new software systems. This position works with civilian and sworn employees to maintain, troubleshoot, and support critical public safety systems.

What You Should Bring

The ideal candidate should bring a good knowledge of various information systems, good knowledge of data processing which includes an understanding of tablet, mobile, and personal computing device operating systems, troubleshooting methods, and available software packages. Some knowledge of laws, rules, and regulations applicable to the Federal Privacy Act of 1974 and the disclosure of information and data are necessary skills possessed by the future incumbent of this position. Applicants for this position should have the ability to plan, organize, and accomplish work independently or as a member of a team, the ability to establish and maintain effective working relationships with co-workers, representatives of other City departments, jurisdictions, vendors, and State and Federal agencies, and the ability to communicate clearly and effectively, both orally and in writing, as well as the ability to multi-task.

Duties and Responsibilities

• Configures, installs and maintains desktop and laptop workstations including building and deploying standardized computer software images and installing and personalizing computers at the individual user desk by transferring user files, shortcuts and settings to desktops and configuring, installing and updating any individual-specific software;
• Configures, installs and maintains tablet software/hardware;
• Troubleshoots software and hardware related problems for workstations including virus and spyware reduction;
• Responds to remote calls at the courthouse to troubleshoot connectivity problems and applications problems. Installs and upgrades hardware and software;

• Maintains Sheriff’s Office assigned computers and associated peripheral devices (e.g. printers, scanners and modems), to include first level diagnosis of problems and second level repair of computers;
  

• Responds to user queries in person and by telephone, assesses and directly intervenes to resolve issues or refers to appropriate administrative or technical source for further support;
• Repairs, installs, and maintains peripheral equipment such as network cards, monitors, and printers;
• Collaborates with state and city level help desks and software/hardware manufacturers to obtain advanced support;
• Runs repair and diagnostic software on computers;
• Diagnoses and corrects network port and connection problems, refers appropriately to network administrators;
• Performs software updates, preventative maintenance, and system configuration;
• Replaces and installs internal computer components;
• Deals with vendors regarding replacement computer parts;
• Configures new PCs according to individual and Office needs;
• Delivers new IT equipment throughout the Office and collects old equipment for surplus;
• Assists users in logging on to accounts, including initial logon assist, password reset, and resolution of security-related connection problems, and end user training;
• Revises security levels of users on an ongoing basis;
• Provides information to users about good security practices and expectations of their responsibilities in maintaining security rules and passwords;
• Determines efficiency of current Office technology and recommends technology improvements.
• Responds to user questions about the appropriate use of hardware and software;
• Manages inventory storage room, organizing equipment as needed, including stocking new equipment and surplus old IT equipment according to City policy;
• Maintains computer equipment inventory database, including stored and deployed hardware, on an ongoing basis;
• Manages VOIP phones, provisioning and data transfer of cellular phones;
• Provides technical support for specialized Sheriff's Office equipment and software, such as LIVESCAN, PTCC, and VCIN/NCIC;

• Continually sends out reminders to staff on computer security awareness and develops and recommends policies and procedures for Sheriff’s Office use of IT systems consistent with City-wide ITS standards and practices;
  

• With ITS Security guidance, continually review and improve system hardening configurations;
• Research hardware, operating systems, and applications and correct endpoint deficiencies;
• Performs related duties as assigned.

About the Office

The Alexandria Sheriff's Office is responsible for the operation of the William G. Truesdale Adult Detention Center, security of the Alexandria Courthouse, service of court legal documents, execution of court orders, transportation of prisoners, and general public safety and law enforcement.

The Alexandria Sheriff's Office is a highly professional organization with 204 deputy sheriffs and civilian personnel. The Office is nationally accredited by the Commission on Accreditation for Law Enforcement Agencies, Commission on Accreditation for Corrections, and the National Commission on Correctional Health Care. The Office has been honored by the National Sheriff's Association with the prestigious "Triple Crown Award" for achieving these accreditations. The Office is also Virginia State certified by the Department of Criminal Justice Services and the Department of Corrections.

Minimum & Additional Requirements

Four-Year College Degree and three years of relevant, professional experience.

The Sheriff's Office is committed to the health, safety, and wellness for all staff. In support of that commitment, all newly hired employees are required to provide proof of COVID-19 vaccination. Applicants with a disability or sincerely held religious belief which prohibits them from receiving a vaccine may request a reasonable accommodation. Adherence to this policy is a condition of employment.

Preferred Qualifications

To be considered an ideal candidate, one should possess all minimum qualifications, in addition to a bachelor’s or higher degree from an accredited college or university in computer science, information systems, or a closely related field, and more than two years of tier 2 level help desk experience.

• Two years of hands-on experience comparable to a level 2 help desk function, which is defined as experienced and knowledgeable technicians who assess issues and provide solutions that can not be handled by tier 1 personnel. Examples of the work of a tier 2 level function are: handling configuration issues, troubleshooting various computer-related problems, conducting software and disk image installations, and conducting basic level network troubleshooting.
• Excellent organizational and project management skills and attention to detail;
• Excellent proficiency with the Microsoft 365 suite of applications;
• Proficiency with various videotelephony solutions (e.g., Cisco Webex, Zoom, Microsoft Teams);
• Ability to analyze and resolve problems with minimal supervisory guidance;
• Ability to communicate clearly and effectively verbally and in writing;
• Exceptional follow-through skills;
• A familiarity with computer networking concepts, appliances, and methods;
• Working knowledge of Microsoft Active Directory and various antivirus products.

Notes

The position may require the successful completion of the following pre-employment verifications/testing:-Comprehensive background investigation
-Drug testing
-Polygraph examination