Lead IT Support Technician (Network/Telecom Analyst II)

Fairfax County•Fairfax (Ej32), VA

6d•Hybrid

About The Position

Help lead the technology that powers the infrastructure our community depends on—where your expertise keeps critical public facilities running at their best every day. We are seeking a motivated, customer-oriented IT support technician to join our Workplace IT Service Desk team. This senior role provides advanced Tier II–III end-user support, administers and maintains Windows-based application systems and Active Directory, and serves as the primary IT support point of contact for the Capital Facilities (CAP) division. Under the general supervision of the IT Support Manager, you will troubleshoot and resolve complex issues involving PCs, software, mobile devices, printers, and network connectivity; and provide technical leadership and mentoring to junior IT staff. The successful candidate will have a proven ability to deliver Tier II–III support in a team environment, strong interpersonal skills, and an intense curiosity to resolve problems and identify solutions. You must be able to quickly learn systems, processes, and procedures, and grasp technical concepts. The relationships with our clients are directly impacted by the quality of services provided in this position, and you will be a key contributor to the continuous improvement of IT services for a diverse user base across DPWES business units. DPWES is a diverse, nationally-accredited and award-winning public works agency with approximately 1,000 employees providing solid waste, capital facility development, wastewater, stormwater, urban forestry, and land acquisition management services for the most populous county in Virginia. Join our team to help us protect the environment and serve the people of Fairfax County by creating and preserving a sustainable community that is an ideal place to live, work, and play for everyone. Fairfax County Government is committed to our employees, and offers comprehensive benefits, including a defined-benefit retirement plan; medical, life and disability insurance; paid leave; tuition reimbursement; and reasonable accommodations for individuals with disabilities. Through our LiveWell Program and the County Benefits Division, we endeavor to cultivate a culture of wellbeing that empowers, educates and engages employees and retirees to make life-long choices that promote a holistic approach to their physical, mental, emotional, social, spiritual and financial wellness. Please review our awesome benefits: Benefits Retirement The DPWES director’s office provides support for all business areas of DPWES. Responsible for communication and public engagement, information technology, safety, emergency planning, and human resource policy oversight, the Director’s Office is foundational for the department's success in delivering quality and equitable services to our community. This position requires travel between different work locations and participation in an on-call rotation to support occasional critical events, which may involve afterhours remote or on-site response.

Requirements

Possession of an associate degree in computer science, electrical engineering, electronics, or a related field; plus three years of network and/or telecommunications experience; or a bachelor's degree in such fields; plus one year of experience in network or telecommunications system design, analysis, installation, and troubleshooting.
A valid driver's license.
Completion of a criminal background and driving record check.

Nice To Haves

Bachelor's degree or equivalent in IT, computer science, management information systems, or related field from an accredited university.
Windows Server 2025 Operating System administration experience.
A minimum of four years’ Service Desk experience providing hands-on PC, software and peripheral support to end-users, specifically Microsoft Office products.
Experience with scripting and PowerShell.
Strong demonstrated proficiency in use and support of Windows 11, Microsoft Office Suite, including Teams, basic networking concepts, iOS, and Dell PC hardware.
Relevant certifications such as CompTIA A +, Security +, Microsoft 365 Endpoint Administrator, or equivalent are strongly preferred.
Demonstrated experience in the administration, installation, configuration, and support of applications/systems.
Experience supporting or working closely with Capital Facilities, surveying, or similar infrastructure-focused agencies, including familiarity with capital projects, and construction environments.
Experience with asset management, to include inventory control and PC replacement cycles.
Experience establishing and maintaining vendor relationships.
Bilingual in English and another language.

Responsibilities

Build, test, and deploy Windows PCs, including imaging, software packaging, and installation for new deployments and upgrades.
Administer Active Directory (users, groups, domains, distribution lists, shared mailboxes, and network shares) using SCCM and Windows administration tools.
Provide exemplary Service Desk support by efficiently resolving application, PC, software, mobile device, printer, and connectivity issues, ensuring timely and accurate ticket management in ServiceNow, and using strong written and verbal communication.
Diagnose computer hardware and software problems, implement effective solutions, and escalate or coordinate with other IT groups as needed to ensure timely resolution.
Develop deep subject matter expertise of the DPWES Capital Facilities (CAP) division to define hardware and software solutions, provide proposals and recommendations, and lead/coordinate implementations.
Serve as CAP’s Information Security Coordinator by leading policy compliance, acting as the primary contact for security matters, and administering user security training.
Partner with other Lead IT Support Technicians and manage vendor relationships to provide Windows server and application administration support, coordinating with users and IT staff to implement changes and deploy new releases.
Serve as IT liaison to the Department of Information Technology (DIT) for incident resolution, upgrades, patches, and other IT initiatives, ensuring effective communication and coordination between DPWES and DIT.
Support the IT Support Manager in developing and enhancing operational processes and procedures, system documentation, and maintaining PC and software asset management controls.