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.

An Overview

The Department of Information Technology Services (ITS) is seeking an Information Technology Support Engineer III (Public Safety) that will primarily provide technical support services for the City’s Fire Department and Emergency Operations Center. He or she will provide technical assistance to City employees experiencing computer hardware or software problems. They will review and modify the administrative processes and procedures for automation purposes including the design and maintenance of the City workspace and mobile computing initiatives, and production of various reports and analyses. 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 building and deploying standardized computer software images, and reports to the ITS Service Desk Manager in coordination with the Fire IT Director. Additionally, daily work assignments, responsibilities, and direction will be provided by the Fire Department IT Leadership.

The Opportunity

As an Information Technology Support Engineer III (Public Safety), you will be an important team member of the Information Technology Services (ITS) and Department. Examples of duties include:

• Work as a team member to assist and support peers in delivering IT support and services;
• Ensure Emergency Operations Center software and hardware systems are inventoried, secured, maintained and available for emergency events and City-wide training, this includes periodic readiness tests at set intervals;
• Evaluate Emergency Operations Center software and hardware systems for upgrades, monitor warranty status, and coordinate repairs as well as plan for eventual replacement;
• Coordinate on-site support and provide training on a complex integrated command center audio visual solution and serve as the primary contact for vendor management and system maintenance;
• Utilize and configure enterprise endpoint management tools for operating system deployment, patch management, application deployment, and reporting;
• With ITS Security guidance, continually review and improve system hardening configurations;
• Provide remote and on-site advanced help desk support and endpoint administration for complex issues and requests for endpoints including workstations, laptops, mobile devices;
• Create, route, and resolve Help Desk-level incident requests primarily for Fire and Emergency Management staff and technology; and,
• Review and develop log-based alerting for events of interest and root-cause analysis and resolution;
• Develop detailed technical and security endpoint documentation and recommendations to solve and mitigate complex issues and underlying problems;
• Research hardware, operating systems and applications and correcting endpoint deficiencies with senior level network and application engineers;
• Document processes and procedures through knowledgebase articles, online collaboration tools, and presentations;
• Performing other duties as assigned.
  
  

Minimum & Additional Requirements

Four-Year College Degree; strong technical background; completion of college-level courses in information systems or business administration; three (3) years of progressive responsibilities in IT field; or any equivalent combination of experience and training which provides the required knowledge, skills, and abilities.

Preferred Qualifications

The preferred candidate should possess three (3) years of help desk experience in local, state or federal government. Three (3) years of hands-on experience with Windows operating systems, Active Directory (AD), Microsoft Office 365, industry standard configuration management and desktop imaging tools such as Microsoft System Center Configuration Manager (SCCM), Mobile Device Management, remote support tools, and a Help Desk ticketing system. They should also have three (3) years of experience with complex break/fix support, root cause analysis, and supporting advanced audio-visual solutions.