Information Technology Infrastructure Support Engineer I/II

County of Shasta•Redding, CA

2d•Onsite

About The Position

The Information Technology Department delivers secure, innovative, and reliable technology solutions that power government operations. Our team manages IT infrastructure, cybersecurity, software development, GIS, telecommunications, desktop services, and digital transformation initiatives to enhance efficiency and service delivery. We ensure the seamless operation of critical systems, provide responsive technical support, and implement forward-thinking solutions that drive government excellence. Join a dynamic team dedicated to leveraging technology to empower county departments and enhance services for our community. IT Infrastructure Support Engineer I assigned to Network Administration Support: Under general supervision, to provide technical support for network services at Shasta County including connectivity to County and State resources, internet access; provide excellent customer service; and to perform related work as required. IT Infrastructure Support Engineer II assigned to Network Administration Support: Under general direction, to provide technical support for network services at Shasta County including connectivity to County and State resources, internet access; assist in the planning and design of the County-wide network infrastructure; provide excellent customer service; and to perform related work as required. DISTINGUISHING CHARACTERISTICS IT Infrastructure Support Engineer I assigned Network Administration Support: This is the entry level in the IT Infrastructure Support Engineer series. Incumbents assigned to Network Administration Support are expected to work under the general supervision of an IT Supervisor or Manager to carry out less complex networking-related assignments or projects, and to perform as level one technical support for network-related issues. This position is distinguished from the IT Infrastructure Support Engineer II class by the absence of independent responsibility and proficiency on more complicated assignments and projects. The work assigned to an IT Infrastructure Support Engineer I in this area is normally confined to less complex or more routine types of networking request or issues related to connectivity or initial troubleshooting. IT Infrastructure Support Engineer II assigned Network Administration Support: Incumbents assigned to this class in Network Administration Support are expected to work under general direction to proficiently carry out medium to complex assignments and project; and to perform level two technical support for network related issues. This position is distinguished from the class of IT Network Architect by the absence of responsibility for planning and design of the County-wide network infrastructure. The Infostructure Support Engineer II differs from the IT Infostructure Support Engineer I in that the IT Infrastructure Support Engineer II performs with more independence and is proficient in all areas required to complete complex assignments and projects, as well as assists in network infrastructure planning and design.

Requirements

Any combination of education and experience sufficient to directly demonstrate possession and application of the following:
Network Administration Support: Knowledge of: Network practices, terminology, and trends; communications hardware and software found in routers, CSU/DSUs, WAN, and LAN switches; communications protocols, such as TCP/IP and SNA; network service protocols such as DNS, DHCP, SSH, SMTP, LDAP directory services and client/server communication; routing protocols, e.g., EIGRP, OSPF; network management protocols and systems, LAN/WAN probes, SNMP, Rmon; Fast Ethernet; wireless communications technologies; VPN Access and Control Systems (IPSEC, IKE, SSL); T1, fractional T1, 56K, Frame Relay, ISDN, cable modem and DSL technologies; network protocol analysis tools; Virtual local area network (VLAN) technology; transmission mediums such as twisted pair wiring and fiber optics.
Ability to: Troubleshoot network communication problems as tier-one support and to appropriately escalate in a timely manner; perform traces on network segments to collect data on utilization and performance; apply software upgrades and fixes to network communication devices; upgrade or replace interface cards and modules in network communication devices; adhere to standards in place at Shasta County for network communications.
Network Administration Support (Engineer II): Knowledge of: Network practices, terminology and trends, and proper utilization for large complex organizations; communications hardware and software such as what is found in routers, CSU/DSUs, WAN, and LAN switches, network servers, computer integrated voice systems; communications protocols, such as TCP/IP and SNA; Network service protocols such as DNS, DHCP, SSH, SMTP, LDAP directory services and client/server communication; routing and control protocols, e.g., EIGRP, OSPF, QOS, VTP, HSRP; Operating Systems, e.g., Windows, Linux, Cisco IOS; network management protocols and systems, LAN/WAN probes, SNMP, Rmon; Packet switching such as ATM and Fast Ethernet; VPN Access and Control Systems (IPSEC, IKE, SSL); T1, fractional T1, 56K, Frame Relay, ISDN, Cable modem, and DSL technologies; network security monitoring using advanced ACLs, Cisco PIX firewalls, and IDS/IDP systems; network protocol analysis tools; Virtual Local Area Network (VLAN) technology; wireless communications technologies; voice communications over IP; transmission mediums such as twisted pair wiring and fiber optics; effective techniques for writing technical documentation and reports.
Ability to (Engineer II): Troubleshoot network communication problems as tier-two and tier-three support; apply software upgrades and fixes to network communication devices; upgrade or replace interface cards and modules in network communication devices; perform traces on network segments to collect data on utilization and performance and to troubleshoot complex issues; adhere to standards in place at Shasta County for network communications; monitor network performance and capacity; gather information for capacity planning for current and future usage; assist in the design of the County-wide network.
Incumbents in this position are required to have the ability to demonstrate good time management skills by organizing work, managing multiply and shifting priorities, completing assignments in a timely manner, and follow-up on assignments with minimal direction; demonstrate good communication skills including the ability to communicate effectively with supervisor, technical staff, customers, co-workers, and vendors; listen effectively to avoid confusion and to be able to follow detailed instructions to achieve desired results; communicate clearly and concisely, both orally and in writing, including the development of technical reports and documentation; work effectively, cooperatively, and professionally with those contacted in the course of work. This includes working cohesively as a member of a team; working with a focus on providing excellent customer service, delivering high quality services in a timely manner and giving continuous, meticulous attention to detail.
IT Infrastructure Support Engineer I Minimum Qualifications: An associate’s degree from an accredited college or university in computer science, information technology, or related field of study AND two (2) years of experience in computer or network-related support. Any combination of relevant education, certifications, and work experience may be substituted for the required education on a year-for-year basis.
IT Infrastructure Support Engineer II Minimum Qualifications: EITHER A bachelor’s degree from an accredited college or university in computer science, information technology, or related field of study AND three (3) years of computer or network-related support; OR Eighteen (18) months of experience performing duties comparable to an Information Technology Infrastructure Support Engineer I with Shasta County. Any combination of relevant education, certifications, and work experience may be substituted for the required education on a year-for-year basis.
Possession of a valid California driver’s license.

Nice To Haves

Bachelor’s Degree in Computer Science, or a related field of study and three (3) years of network related support with HP Enterprise/ HPE Aruba Networking network hardware in an enterprise environment containing more than 200 nodes and multiple locations connected over a WAN; experience with VLANs and subnetting; experience with multicast IP traffic and configuration; experience with routing protocols and troubleshooting; experience managing Palo Alto firewalls; strong technical documentation skills; strong troubleshooting skills; ability to work as a member of a team.

Responsibilities

Provide technical support for network services at Shasta County including connectivity to County and State resources, internet access.
Provide excellent customer service.
Assist in the planning and design of the County-wide network infrastructure (for Engineer II).
Perform a variety of tasks related to the support of the County-wide network.
Assist in the configure and install of network communication devices such as switches and routers to provide connectivity to the edge.
Provide tier-one support by troubleshooting technical problems involving connectivity from end devices to core.
Escalate unsolved service requests to an IT Infrastructure Support Engineer II or IT Network Architect.
Confer with supervisor on service requests that require additional analysis.
Perform initial network segment traces to collect data on utilization and performance.
Perform general maintenance on network communication devices for hardware and software (upgrades and fixes).
Configure and install network communication devices such as: switches, routers, access devices, and firewalls with a high level of proficiency (for Engineer II).
Proactively perform maintenance on the network, providing dependable connectivity between the core network, servers, and edge devices (for Engineer II).
Provide tier-one and tier-two support by analyzing and troubleshooting technical problems involving connectivity from end devices to core (for Engineer II).
Escalate unsolved service requests to the IT Network Architect (for Engineer II).
Perform analysis on medium to complex network issues (for Engineer II).
Monitor network performance and capacity and publish related reports (for Engineer II).
Assist in designing effective local area networks (LAN) (for Engineer II).
Educate others in the department on network functionality (for Engineer II).
Mentor and assist those who configure County servers, workstations, and other peripheral devices, on effective utilization of the network and network services (for Engineer II).
Represents the network at meetings (for Engineer II).
Assists in reviewing and writing network documentation at both the logical and physical level (for Engineer II).