Information Technology Desktop Support Engineer I/II

County of Shasta•Redding, CA

9d•Onsite

About The Position

This position is for an Information Technology (IT) Desktop Support Engineer (DSE) within the Shasta County Information Technology Department. The role involves performing a wide range of professional work assignments related to supporting enterprise desktop end-point and infrastructure technologies used by and in support of the departments in the County of Shasta. The IT DSE I provides third-tier support for the IT Technician job class, while the IT DSE II performs complex professional work assignments related to the design, implementation, management, and maintenance of these technologies, working with a greater degree of independence and providing lead direction to the DSE I. The department delivers secure, innovative, and reliable technology solutions, managing IT infrastructure, cybersecurity, software development, GIS, telecommunications, desktop services, and digital transformation initiatives.

Requirements

Equivalent of an associate’s degree from an accredited college or university.
Four (4) years of experience comparable to an Information Technology Technician with Shasta County (for DSE I).
Two (2) years of full-time experience and satisfactory performance as an Information Technology Desktop Support Engineer I with Shasta County or equivalent position (for DSE II).
Four (4) years of experience comparable to an Information Technology Technician with Shasta County (for DSE II).
Knowledge of operation of personal computers, PC Operating Systems, PC Printers, and peripherals including diagnostic and troubleshooting techniques.
Knowledge of Microsoft MSI technology, including the creation of MSI files, MST files, and merge modules.
Knowledge of VLAN technologies and how they impact communications between desktop endpoints.
Knowledge of software tools used to remotely support personal computers.
Knowledge of technical terminology as applied to computer operations.
Knowledge of standard office software such as word processing, spreadsheet and email applications.
Knowledge of general principles of operation of centralized computer systems and related equipment.
Knowledge of network design principles and troubleshooting techniques.
Knowledge of Enterprise PC imaging technologies.
Knowledge of Enterprise software deployment technologies.
Knowledge of custom queries in CMPivot and PowerShell (for DSE I) or SQL/WQL, CMPivot, Regex, WMI and PowerShell (for DSE II).
Knowledge of virtual desktop technologies.
Knowledge of desktop endpoint protection, detection, and remediation technologies and techniques.
Knowledge of ODBC data sources.
Knowledge of principles of account management in a Microsoft Active Directory environment.
Knowledge of asset management, and change control processes.
Knowledge of project management techniques.
Knowledge of MSI technology.
Knowledge of antivirus software management.
Knowledge of patch management.
Knowledge of troubleshooting techniques utilizing the OSI 7-layer model.
Knowledge of network service protocols such as DNS, DHCP, SSH, SMTP, LDAP directory services and client/server communication.
Knowledge of wireless communications technologies.
Knowledge of research techniques for technical problems.
Ability to work under general supervision by planning and coordinating personal workloads.
Ability to operate various centralized computer systems and related peripheral and auxiliary equipment.
Ability to install, configure and troubleshoot personal computer hardware and software and peripheral equipment.
Ability to actively promote adherence to County computing and information systems policies.
Ability to provide limited disk recovery assistance to customers.
Ability to perform arithmetical computations.
Ability to answer support calls in a professional and courteous manner.
Ability to maintain logs, inventories and other required paperwork for certain positions.
Ability to demonstrate clear and concise oral and written communication skills including the ability to communicate effectively with other technical staff and customers.
Ability to demonstrate appropriate time management and organizational skills.
Ability to perform as a Lead during projects involving other IT staff.
Ability to troubleshoot hardware, software or other problems within specified area and take appropriate corrective action.
Ability to work effectively and cooperatively as a member of a team and with those contacted in the course of work.
Ability to interpret and follow both verbal and written instructions accurately and pay attention to the quality of work produced.
Ability to effectively use communication tools such as telephone, voicemail, email, internet, intranet and others as required.
Ability to assess causes of systems failures and initiate corrective action.
Ability to prepare written reports for the IT Supervisor.
Ability to plan, design, and implement Active Directory object hierarchies according to industry best practices.
Ability to provide excellent customer service to clients.
Ability to serve as a mentor for other staff.
Possession of a valid California driver’s license.

Nice To Haves

Associate's degree in a related field of study.
Current Microsoft Certified Solution Expert (MCSE), Microsoft Certified Solutions Associate (MCSA), or Microsoft Certified Professional (MCP) certification.
Experience administering endpoints utilizing SCCM, MECM or Intune.
Experience administering endpoint security solutions.
Experience with threat detection response including client health, event triage, and threat hunting techniques (for DSE II).

Responsibilities

Installs, configures, maintains, and supports a wide variety of desktop end-point systems and associated components, including printers, peripheral devices, terminals, communications equipment, cables, and modems.
Loads and verifies operating systems and software packages, including office suite applications, electronic mail, and scheduling software.
Utilizes remote tools to provide customer service.
Assists in providing customer training for equipment and software.
Performs network switch port analysis, logs into switches, and verifies link speed and duplex settings.
Performs advanced network troubleshooting using industry-standard network tools and services (ping, traceroute, nslookup, DNS, DHCP).
Performs troubleshooting and deploys software packages across VLAN topologies.
Creates PC images for deployment using imaging technology.
Builds MST files for MSI packages, builds MSI packages for unpackaged software, and deploys MSI packages.
Creates ODBC data sources for common database types.
Creates and deletes user accounts in a directory services environment and queries directory service to find specific accounts.
Manages small-scale projects involving team members.
Manages the desktop infrastructure to ensure forward compatibility as technologies go end-of-life.
Demonstrates proficiency and provides training for enterprise-wide server software such as antivirus software, desktop encryption software, Microsoft WSUS, and desktop management software.
Assists in the management of Microsoft Group Policy settings, including creation, deletion, design, and permissions.
Provides third-tier support for the IT Technician job class.
Performs advanced research on technical items.
Assists in the planning, design, and implementation of appropriate infrastructure technologies and recommends technologies.
Designs, implements, manages, and maintains a wide variety of desktop endpoint systems and associated components (for DSE II).
Provides technical guidance and lead direction to the DSE I position (for DSE II).
Plans, designs, and implements appropriate infrastructure technologies and recommends technologies to the IT Services Manager (for DSE II).
Works cohesively as a team lead while also participating as a team member (for DSE II).
Gives continuing, meticulous attention to detail.