IT Support Engineer

City of Durham•Durham, NC

3d•Hybrid

About The Position

Work, Serve, Thrive. With the City of Durham Advance in your career while making a real difference in the community you serve. The City of Durham’s nationally recognized, award-winning Technology Solutions Department builds and aligns the City’s information technology infrastructure so that departments can deliver a superior level of public service. Our team is recognized nationally by the Public Technology Institute, ICMA Center for Performance Measurement and Digital Cities Survey. If you can offer the skills to innovate and the passion to serve, bring your talent to Durham. The IT Support Engineer is devoted to providing enterprise technology support and analysis for the City including strategic technology management and technology governance, application management and integration, systems administration, enterprise GIS, network operations and administration, security, technical support for specialized systems and equipment, and general user and desktop applications support. Performs fully proficient journey-level analysis work requiring independent evaluation and analysis of issues and the exercise of judgment, education and experience to select and apply criteria to resolve problems and make recommendations. Decision-making includes selecting the method to address a problem or issue, subject to the constraints established by management objectives and direction. May serve as a hardware or software administrator, serve as an escalation point for troubleshooting and support, provide support to enterprise GIS including the provision of GIS work products, or assist with the coordination of the City’s IT governance process. Some assignments may require on-site work requiring travel to different City buildings and/or locations.

Requirements

Bachelor’s degree or equivalent in information technology, computer science, or a directly related field
Two years of related experience.
Valid, unrestricted, North Carolina driver's license "or" if you currently have another states driver's license, must be willing and able to obtain a valid NC driver's license within 60 days of hire
Requires technical certifications, such as (but not limited to), A+ certification, Network + certification, Microsoft Certified Professional or equivalent computer vendor certifications.
Must obtain Dell Client Foundations Certification within 6 months of hire
Must obtain Criminal Justice Information Services (CJIS) Security and Privacy: Privileged Role Certification within 6 months of hire.

Responsibilities

Provides ongoing technical support to assigned software, hardware, network and/or related technology systems, infrastructure, and/or programs; troubleshoots issues and/or facilitates business operations; maintains records of support issues; monitors system, infrastructure, or program performance; and troubleshoots complex support issues.
Assesses client or business needs; researches, analyzes and makes recommendations for technology solutions; and extracts data to provide reports, maps and other documents.
Coordinates with City departments to provide user and systems support; attends meetings to provide technical expertise; creates user documentation and system documentation; and plans and conduct training as assigned.
Installs hardware and software patches and upgrades; participates in ad-hoc technology projects and may serve as project manager for smaller projects and/or assist with project management on larger projects.
Providing hardware and software support to end users.
Responding to escalated help desk calls.
Working with vendors to resolve problems.
Diagnosing, troubleshooting, and repairing failures.
Maintaining, updating and troubleshooting servers, computers, and peripherals.
Installing and configuring hardware and software and assisting with upgrades, installing patches and updates.