Information Technology Support Engineer II

The Overview
The Department of Information Technology Services (ITS) is seeking an Information Technology Support Engineer II. He or she will provide technical assistance to City employees experiencing computer hardware or software problems. They will be responsible for providing immediate and high-quality help desk support to City employees within the City workspace and mobile environment. 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 field assistance with configuring, installing and maintaining City endpoints, including testing and deploying standardized computer software images, and reports to the ITS Help Desk Manager.

The Opportunity
As an Information Technology Support Engineer II, you will be an important team member of the Information Technology Services (ITS) Department. Examples of duties include:

• Responds to complex incident requests escalated by Level I Information Technology Support Engineers, and can work independently to resolve issues with minimal guidance;
• Provides field support, as well as by telephone, email, and remote tools, to City staff requesting assistance for software and hardware issues;
• Utilizes an effective and adaptive communication style in multiple venues (email, phone, in-person), incorporating critical listening skills, empathy and an enthusiastic problem-solving approach;
• Processes, routes, and escalates IT requests timely and accurately through the City's service request portal and provides feedback for improvements;
• Provides technical guidance, installs and performs repairs to hardware, software, or peripheral equipment following set procedures, and corrects desktop deficiencies with senior engineers;
• Manages user and computer accounts with as Active Directory which includes creating, editing, deleting, moving accounts along with basic troubleshooting of access rights;
• Utilizes enterprise desktop management tools for operating system and software deployments and is a lead technician for the Equipment Replacement Program
• Reviews operating system and IT system event logs for root-cause analysis and incident resolution;
• Participates in collaborative setting to perform IT strategic initiatives, such as enterprise-wide software and hardware upgrades, new product and feature rollouts and security event response;
• Documents Help Desk processes and procedures through knowledgebase articles, SharePoint postings, and in-person training;
• Provides IT event support for City Council, the Emergency Operations Center, and the Voter Registration Office and
• Performs other duties as assigned.

Minimum Qualifications
Two-Year College Degree; one-year general personal computer or Help Desk experience; or any equivalent combination of experience and training which provides the required knowledge, skills, and abilities.

Preferred Qualifications
Four (4) year college degree in information systems, business administration or related field. Two or more years of increasingly responsible Help Desk experience in a local, state or federal government position; two or more years of break/fix support experience with Windows operating systems, and industry standard software applications; two or more years of support experience managing user and computer accounts in Active Directory, two or more years of support experience imaging and deploying computer devices; and two or more years of support experience routing and responding to requests for assistance in a service request system. Employees in this class must possess a valid driver's license issued by the state of their residence. The ability to perform occasional shift work assignments and be on-call.

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.