Information Technology Support Engineer III

The City of Alexandria is bordered by Washington D.C. and the Potomac River, Arlington and Fairfax counties, and Maryland. Thesmall city has a cosmopolitan feel with 150,000 people living within its 15.75 square miles. At the Department of Community and Human Services, we provide essential safety net services to help city residents enjoy a sense of well-being, safety and self-sufficiency. Our behavioral health programs provide compassionate services that support self-determination and recovery.

The beauty of our diverse and resilient people and our commitment to race and social equity, coupled with a historic district dating to 1749, charming waterfront, vibrant arts community and unique places for foodies and shopping, make the City of Alexandria a uniquely wonderful place to live, work and play.

The Information Technology Support Engineer III performs thedata processing work necessary todevelopandmaintain the department's management information systems.

Information Systems Support Specialist II is the specialist level in the occupational group for Information Systems Support positions. Employees are responsible for serving as the network administrator for the Local Area Computer Network (LAN) by assuring that the network and its applications are available to users and analyzing and resolving problems. The Information Systems Support Specialist II is distinguished from the Information Systems Support Supervisor by the latter’s providing supervision, guidance, support, consultation and training to user employees, other technicians, and others in the installation, operation, application and maintenance of various types of information/communications technology and performs routine analysis, program design, coding and relating systems analysis tasks.

• Maintains Department's personal computers and associated peripheral devices (e.g. printers, scanners, broadband modems etc.) toinclude first andsecond level diagnosis ofproblemsand repairs of personal computers;

• Provides technical support to Department's users to include one on one training on use of software applications suchastheentire
  
  Microsoft
  
  Office suiteas wellastraining usersonhowto access Department software applications from remote sites using communication software;

• Assures security and integrity of department's local network (onsiteandremote) by assigning user passwords, user rights and maintaining aspects of the system security of localarea networks;

• Responds to calls from remote sites (to include group homes, apartments and schools), troubleshooting connectivity problems, application problems and installation and upgrading ofall hardware and software;

• Coordinatescomputerdeployment(checktheimages,checks andupdatescomputer inventory);

• Conductsresearchonhardwareandsoftwareissues and provides solutions;

• Runrepairanddiagnosticsoftwareoncomputers;

• Diagnoseandcorrectnetworkportandconnectionproblems;

• Installs harddrives,controllers,power supplies,cd/DVDromdrivesandmemory;

• Tier 2 Help Desk support, responsibilities including the recording in detail the nature and resolution ofallcalls; resolving customer problems when possible; educating customers onthe ways of keeping the problem from reoccurring;

• Acts asliaisonwith
  
  City'sHelpDesk and General
  
  Services Representatives;

• Performs technical support work in Technology Services Division vialocalareanetwork or remotely supported users;

• Works closely withcomputerusers,andmaintainsoperating systems softwarebyupgrading new releases, monitoring Input/Output and reconfiguring networks;

• Conducts system testsandworkswithITSstaff members to identifyandcorrectdeficiencies;

• Prepares responses tospecialrequests for program information andfulfillsmonthly, quarterly, and periodic…