Desktop Support IT Engineer II - (Police)

City of Mesa•Mesa, AZ

19d

About The Position

This vacancy is in the Police Department's Public Safety Information Technology (PSIT) unit for the Desktop Support Assignment. The Information Technology (IT) Engineer II class provides skilled technical services in support of installation, configuration, testing, integration, and ongoing support for City applications or infrastructure requiring an in-depth knowledge of the City’s platforms and environment in support of meeting availability and performance goals. This class applies to Business Solutions and Application Development; Business Analytics; Database; Desktop and Mobile Services; Service Desk; Geographic Information System (GIS); Network; Security; Unified Communications; and Server, Storage, and Backup. Common responsibilities and skills include: leadership skills, including performing independent judgment and decision-making, especially related to diagnostics and troubleshooting with enterprise applications or infrastructure; providing quality written and verbal communications/presentations to customer areas and senior leadership in both small and large settings; supervising and coordinating day-to-day activities of technical staff (by assignment) of usually three or less direct reports; and performing primary and secondary highly technical application or product support within one of the technical support areas of Business Solutions and Application Development; Business Analytics; Database; Desktop and Mobile Services; Service Desk; GIS; Network; Security; Unified Communications; and Server, Storage, and Backup. This class may perform technical and/or project leadership for a medium- to large-size project using the Project Management Office (PMO) standard methodologies or concurrent small- to medium-scale project management. This class is responsible for positively and actively participating in team training and demonstrating team skills learned by applying and reinforcing team principles in daily work with functional teams. Common duties include: performing work on multiple assignments simultaneously such as configuration, integration, development, testing, and resolution of problems for systems; assessing, troubleshooting, and following established guidelines in the escalation of hardware, software, and networking problems; initiating and/or maintaining Incident Reports (IRs) using an on-line incident management system; assisting with research, evaluation, and implementation of new technologies and/or packaged software; installing and supporting hardware and/or software; preparing and/or updating system documentation; controlling changes in system environments to ensure stable and reliable delivery of computer resources; coordinating and mentoring staff; developing and analyzing data for problem resolution and strategic planning; implementing, maintaining, and monitoring systems and their related subsystems; participating in projects and/or leading small- to medium-scale projects and activities related to City computer systems, data, and infrastructure; participating in design, programming, installation, and/or implementation of information systems; planning, analyzing, designing, implementing, coordinating, and scheduling processes, procedures, and strategies for systems that function or communicate across multiple platforms; supporting computing processes executed across multiple platforms and/or networks; and utilizing monitoring, forecasting, trend analysis, and/or reporting tools. Ensures all work is done in alignment with City and IT long-term strategies. This class is also responsible for performing related duties as required. Project management duties may include: estimating task duration and complexity; developing work plans and scheduling target completion dates; informing customer and management of project status; coordinating efforts of team members; reviewing adherence to policies and procedures; and reviewing results with and motivating team members. Desktop, Help Desk, and Service Desk Assignment: Ensures desktop computers interconnect seamlessly with diverse systems including associated authentication systems, file servers, email servers, application servers, and administrative systems. Provides expert technical services in support of installation, configuration, testing, integration, and ongoing support for desktop applications, local desktop printing and peripherals, and mobile devices. Managing inventory of installed software, managing software licensing, and creating policies and procedures for upgrades; and working with hardware and software vendors to verify timely product delivery and ensure desktop and mobile devices are installed and ready to operate. Provides telephone or email support and manages and troubleshoots hardware, software, or network problems that can be resolved at first call, provides tier 2 support, and recognizes and escalates more difficult problems and logs call activity. Develops trends by monitoring and analyzing incoming calls, problems, and support requests. Manages tasks for medium- to large-projects, including project plan development and execution.

Requirements

Graduation from an accredited college or university with a Bachelor’s Degree in Computer Science or a related field, such as Engineering or Geography (by assignment).
Considerable (3 - 5 years) computer systems experience in at least one of the following technical support areas: Applications, Database, Desktop, GIS, Network, Security, Server, or Web Support.
Must possess a valid Class D Arizona Driver’s License by hire or promotion date (by assignment).
Ability to pass a background investigation through the City of Mesa Police Department, the Arizona Department of Public Safety, and the Federal Bureau of Investigation prior to commencing employment (by assignment).
Ability to pass substance abuse testing.

Nice To Haves

Good (1 - 3 years) project or technical leadership experience is highly desirable and may be required (by assignment).
Customer service and teamwork experience is also highly desirable.
Supervisory experience may be preferred (by assignment).

Responsibilities

Provides skilled technical services in support of installation, configuration, testing, integration, and ongoing support for City applications or infrastructure.
Performs independent judgment and decision-making, especially related to diagnostics and troubleshooting with enterprise applications or infrastructure.
Provides quality written and verbal communications/presentations to customer areas and senior leadership.
Supervises and coordinates day-to-day activities of technical staff (by assignment) of usually three or less direct reports.
Performs primary and secondary highly technical application or product support within various technical support areas.
May perform technical and/or project leadership for a medium- to large-size project.
Participates in team training and demonstrates team skills.
Performs work on multiple assignments simultaneously such as configuration, integration, development, testing, and resolution of problems for systems.
Assesses, troubleshoots, and follows established guidelines in the escalation of hardware, software, and networking problems.
Initiates and/or maintains Incident Reports (IRs) using an on-line incident management system.
Assists with research, evaluation, and implementation of new technologies and/or packaged software.
Installs and supports hardware and/or software.
Prepares and/or updates system documentation.
Controls changes in system environments to ensure stable and reliable delivery of computer resources.
Coordinates and mentors staff.
Develops and analyzes data for problem resolution and strategic planning.
Implements, maintains, and monitors systems and their related subsystems.
Participates in projects and/or leads small- to medium-scale projects and activities related to City computer systems, data, and infrastructure.
Participates in design, programming, installation, and/or implementation of information systems.
Plans, analyzes, designs, implements, coordinates, and schedules processes, procedures, and strategies for systems that function or communicate across multiple platforms.
Supports computing processes executed across multiple platforms and/or networks.
Utilizes monitoring, forecasting, trend analysis, and/or reporting tools.
Ensures all work is done in alignment with City and IT long-term strategies.
Estimates task duration and complexity for projects.
Develops work plans and schedules target completion dates for projects.
Informs customer and management of project status.
Coordinates efforts of team members.
Reviews adherence to policies and procedures.
Reviews results with and motivates team members.
Ensures desktop computers interconnect seamlessly with diverse systems.
Provides expert technical services in support of installation, configuration, testing, integration, and ongoing support for desktop applications, local desktop printing and peripherals, and mobile devices.
Manages inventory of installed software and software licensing.
Creates policies and procedures for upgrades.
Works with hardware and software vendors to verify timely product delivery.
Ensures desktop and mobile devices are installed and ready to operate.
Provides telephone or email support.
Manages and troubleshoots hardware, software, or network problems that can be resolved at first call.
Provides tier 2 support.
Recognizes and escalates more difficult problems.
Logs call activity.
Develops trends by monitoring and analyzing incoming calls, problems, and support requests.
Manages tasks for medium- to large-projects, including project plan development and execution.