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Information Technology Technician Iii

Fairfax County Government
Fairfax, Virginia
$69,324.74 - $115,540.88 Annually
Closing date
Dec 2, 2023

Job Details

Job Announcement

Provides end user technical support for four shifts (two day and two night) of the 9-1-1 Center personnel (approximately 40 public safety communicators per shift) as well as physical installations (computers and printers), maintenance, and security permissions and Active Directory administration. Other job functions include PC replacements, hardware/software troubleshooting, and upgrades on the Windows operating system. Also serves as a technical liaison to the Department of Information Technology (DIT) and aids other team members as needed.

Illustrative Duties

(The illustrative duties listed in this specification are representative of the class but are not an all-inclusive list. A complete list of position duties and unique physical requirements can be found in the position description.)
  • Performs complex problem diagnosis and resolution for customers using the mainframe, LAN's, PC's, and printers on the County's enterprise system;
  • Provides on-line technical support using a variety of automated tools;
  • Responds to requests for information, troubleshoots problems, and directs callers to other designated staff as needed;
  • Provides proactive notifications regarding outages, system changes, and problem recovery;
  • Maintains written and oral communications with customers, technical support staff, and management using e-mail, internet, pagers, telephone, and technical support software alert features;
  • Applies established priority levels to customer requests for service to ensure business objectives are met;
  • Refers to service level agreements to set expectations for services and time frames for service delivery;
  • Maintains a working knowledge of the latest technical procedures and practices related to systems operation and performance, capacity issues, and telecommunications techniques;
  • Learns diagnostic and error messages for common problems and routine operations on PC, network, and mainframe platforms;
  • Conducts training sessions and cross-trains for other technical services positions to update and expand knowledge and skills;
  • Performs research on problem resolution;
  • Updates and documents new solutions on databases;
  • Assists in identifying trends and performing root cause analysis for systems problems;
  • May plan, organize, coordinate, assign, and evaluate the work of lower level technicians;
  • Provides work counseling, guidance, assistance, and training as needed;
  • Provides assistance to other staff as needed;
  • Provides guidance, training, and technical assistance to less experienced technicians;
  • Performs back-up system administration duties and assists in maintaining security controls;
  • Adds, deletes, updates, catalogs, and indexes technical on-line library.

Required Knowledge Skills and Abilities

(The knowledge, skills and abilities listed in this specification are representative of the class but are not an all-inclusive list.)
  • Considerable knowledge of a variety of automated tools for diagnosing and solving information system problems;
  • Considerable knowledge of personal computers and personal computer software application packages and development products;
  • Considerable knowledge of personal computer, network, and mainframe interface;
  • Ability to communicate technical ideas clearly and effectively, both orally and in writing;
  • Ability to provide support and technical assistance to computer users;
  • Ability to perform complex personal computer system troubleshooting, both on 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 information systems equipment;
  • Ability to provide guidance, training, and technical assistance to less experienced technicians;
  • Ability to maintain records and write reports;
  • Ability to supervise lower level technicians.

Employment Standards


Any combination education, experience, and training equivalent to graduation from high school; plus, five years of experience in the installation, configuring, and troubleshooting of personal computers, network/telecommunications systems, multi-platform systems, mainframe interfaces; or possession of an associate degree in computer science, or related field; plus, three years of similar experience.

  • Experience troubleshooting problems in network and wireless environments.
  • Experience in Help Desk or call center, Active Directory Management.
  • Fundamental knowledge of various information technology system security applications and procedures.
  • Ability to support PC replacements, hardware/software installation, troubleshooting, and upgrades on the Windows operating system.
  • Experience in physical installations (computers and printers), maintenance, and experience in maintaining copiers, fax machines, and printers.



The appointee to this position will be required to complete a criminal background check to the satisfaction of the employer.

Able to perform job using standard agency equipment. Communicate by speaking, articulating, and enunciating clearly in English. Must be able to lift up to 50 pounds. Must have the ability to sit/stand for prolonged periods of time as required. Travel to work at other locations, to include the alternate 9-1-1 center. All duties may be performed with or without reasonable accommodation.

Panel interview and may include 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. . EEO/AA/TTY.



Fairfax County, Virginia is a diverse and thriving urban county. As the most populous jurisdiction in both Virginia and the Washington metropolitan area, the County's population exceeds that of seven states. The median household income of Fairfax County is one of the highest in the nation and over half of its adult residents have four-year college degrees or more educational attainment. Fairfax County also is home to an extensive commercial office market and is a major employment center.

Fairfax County Government is a great place to work, with a variety of jobs in different fields, great benefits, and an enjoyable working environment. We serve nearly one million residents in one of the largest counties in the country. Our talented employees have established Fairfax County as a leader in nearly every facet of public service and have won national recognition as innovators in local government.The size of Fairfax County government and the diversity of services it provides to citizens allows opportunities for personal growth and development, without ever having to change employers. In addition to pay, Fairfax County Government provides an employee benefits package worth approximately 25% of your salary in additional compensation. This package of benefits consists of programs designed to protect you and your family during your employment with the county and into your retirement years.

Health Insurance
Dental Insurance
Group Term Life Insurance
Contributory Retirement Plan
Deferred Compensation
Flexible Spending Account Programs
Long Term Disability Insurance
Long Term Care Plan
Tuition Assistance Program
Employees' Child Care Center
Virginia College Savings Plans

Fairfax County's Application Process: Fairfax County uses an online application process called NEOGOV at nearly all positions.

Applicants who need assistance with the online application process are welcome to come to the Application Center at Fairfax County's HR Central where staff will be happy to work with you to establish an account and get your resume into the system. HR Central is located in the Government Center at 12000 Government Center Parkway, Suite 270, Fairfax, VA, and is open Monday through Friday, 8:00 a.m. to 4:30 p.m. Or call 703-222-5872 for more information.

For more information on applying, please click here -

Company info
12000 Government Center Parkway
Suite 270

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