Information Technology Tech Ii

Job Announcement

If you're looking for a technology position in which you can have a real impact in strengthening the well-being of individuals, families, and communities, Fairfax County Neighborhood and Community Services (NCS) may be the place for you!

NCS is seeking motivated individuals to join our Technology Services unit. Participates as an integral member of the Technology Services unit. Under supervision of the Technical Operations Manager, provides desktop support and maintenance of computers, peripherals, and remote access. Monitors new help desk tickets to provide tier 2 level technical support to resolve end user issues. Installs, configures, maintains, and troubleshoots PC and technology equipment. Coordinates and performs hardware and software upgrades to PCs and application servers to maintain up-to-date compatibility among resources. Provides technology support to staff and partners at various facilities including Community Centers, Senior Centers, Computer Learning Centers, and Public Access Computer Labs. Advises, trains, and assists end users on how to best utilize IT systems and technology resources. Assists in developing documentation and user guides for IT hardware, software, and network resources. Provides Agency Access Control Administrator (ACCA) functionality for users based on Fairfax County Information Technology policies and security standards.

Illustrative Duties

• Provides hardware and software support of PC's and network/telecommunications system infrastructure equipment;
  
• Installs, configures, upgrades, and troubleshoots problems related to hardware, software, and other equipment;
  
• Responds to calls from users;
  
• Troubleshoots Level 1 problems related to any aspect of network/telecommunications systems and PC's;
  
• Diagnoses, tracks, resolves, and documents problems;
  
• Serves as initial point-of-contact with vendors to solve problems;
  
• Identifies and resolves hardware, software, communications, and networking problems related to end-user computing; may maintain and repair communication lines, routers, and software;
  
• Schedules and coordinates preventative maintenance on computer and peripheral equipment;
  
• Installs, configures and tests new and updated releases of end-user software systems and computing equipment;
  
• Advises, trains, and assists users on how best to utilize system and ensures installation of desktop hardware and software according to established standards;
  
• Trains and cross-trains fellow employees on system operations and usage;
  
• Performs password and other various levels of security support on systems;
  
• Analyzes statistics and writes reports on system events and performance;
  
• Creates and manages databases, procedures, and documentation, including equipment inventory of utilized and spare equipment.

Required Knowledge Skills and Abilities

• Knowledge of communications protocol and standards;
  
• Knowledge of personal computers and personal computer software application packages and development products;
  
• Identifies system problems and recommends possible solutions;
  
• Corrects and tests software and hardware problems;
  
• Knowledge of personal computer and network/telecommunication architecture;
  
• Knowledge of data communication principles;
  
• Ability to communicate technical ideas clearly and effectively, both orally and in writing;
  
• Ability to train and provide support to computer users;
  
• Ability to perform personal computer system troubleshooting on both software and hardware problems;
  
• Ability to implement or coordinate equipment repairs and solve software problems;
  
• Ability to read and interpret technical manuals used in the assembly, installation, repair, and operation of data communications equipment;
  
• Ability to maintain records and write reports.

Employment Standards

MINIMUM QUALIFICATIONS:
Any combination of education, experience, and training equivalent to graduation from high school; plus three years of experience in installing, configuring, and troubleshooting of personal computers, network/telecommunications systems; or possession of an associate degree in computer science, or related field, and one year similar experience.

NECESSARY SPECIAL REQUIREMENTS:
The appointee to this position will be required to complete a criminal background check and a Child Protective Services Registry check to the satisfaction of the employer.

PREFERRED QUALIFICATIONS:

• Experience performing end-user desktop support in a multi-site environment.
• Excellent written and oral communication skills with the ability to write technical documentation.
• Ability to manage multiple priorities, tasks, and completing deadlines under pressure.
• Ability to operate in a team environment with shared responsibilities.
• Experience supporting end users in a Microsoft Windows environment, including support of MS Office applications, troubleshooting, and resolving technical issues of computer hardware, software, network, server, and remote access.
• Experience using remote desktop support tools to resolve computer issues.
• Experience with computer imaging systems to configure computers on enterprise networks.
• Experience performing end-user desktop support in a multi-site environment.
• Experience documenting work and processing help desk tickets.
• Experience using analytical skills and automated utilities to perform diagnosis and problem resolution.
• Familiarity with supporting computers in a Public Access environment.

PHYSICAL REQUIREMENTS:
Work is generally sedentary in nature. However, incumbent may be required to do some walking, standing, bending, and carrying items up to 25 pounds. Ability to operate keyboard-driven equipment. Ability to communicate verbally and in writing. Sufficiently mobile to attend meetings at various locations and make presentations to county staff and community. All duties performed with or without reasonable accommodations.

SELECTION PROCEDURE:
Panel Interview and may include a practical exercise.

The population of Fairfax County is very diverse where 39.8% 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 703-324-4900 for assistance. TTY 703-222-7314. DHREmployment@fairfaxcounty.gov. EEO/AA/TTY.

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