III - Infrastructure

City of Abilene•Abilene, TX

11d•$30 - $47•Onsite

About The Position

Under direction, to manage and maintain technical systems within the City of Abilene. This role is critical in ensuring that these systems are operational, secure, and effectively support the City’s processes while providing end-user support and assistance when issues or questions arise. The Technical Support Engineer I position exercises no supervisory responsibilities. The Technical Support Engineer II position may exercise technical or functional supervision over lower-level staff. The Technical Support Engineer III position performs in a lead role and exercises functional and/or technical supervision over lower-level staff.

Requirements

Knowledge of technical systems, their purpose, functionalities, and associated risk mitigation strategies.
Knowledge of diagnosing and resolving software and hardware issues.
Knowledge of IT principles, project management, industry standards, security best practices, and change management, including coordinating updates and feature implementations.
Knowledge of reporting, performance analysis, and optimization.
Knowledge of directories, policies, permissions, and user account administration.
Knowledge of ticketing systems (e.g., Fresh, Zendesk) and incident management.
Knowledge of databases, networking, and cloud services, including SQL queries, backups/restores, IP addressing, DNS, DHCP, VPN, Microsoft Azure, SharePoint, Microsoft Windows OS, Office suites, and Google Applications.
Skill to communicate clearly and professionally with staff, vendors, and stakeholders.
Skill to troubleshoot, diagnose, and resolve technical issues while providing user support.
Skill to manage tickets, monitor queues, and ensure timely resolution, maintaining documentation of best practices and issue resolution.
Skill to stay current with emerging technologies and recommend solutions aligned with organizational goals.
Skill to operate a motor vehicle safely.
Ability to install, configure, maintain, and troubleshoot hardware, software, and technical systems.
Ability to perform system checks, updates, and preventive maintenance.
Ability to manage multiple support requests, prioritize critical issues, and maintain accurate ticketing records to ensure timely resolution.
Ability to establish and maintain cooperative working relationships with those contacted in the course of work, both internally and externally.
Ability to follow and embrace the City of Abilene Core Values – Respect, Integrity, Service Above Self, and Excellence in All We Do.
Ability to perform as a team member in a manner that accomplishes the Division’s mission and treats team members with dignity, courtesy, and respect.
Knowledge of advanced troubleshooting, root cause analysis, and performance optimization of enterprise technical systems. (Technical Support Engineer II)
Knowledge of configuration, customization, and strategic planning for technical system management, including automation and scripting (PowerShell, Python). (Technical Support Engineer II)
Knowledge of cloud infrastructure management, including Azure, Google Cloud, and SharePoint. (Technical Support Engineer II)
Knowledge of microservices, APIs, containerization, and integration with enterprise systems. (Technical Support Engineer II)
Skill to perform root cause analysis, manage system updates, and control system versions. (Technical Support Engineer II)
Skill to automate tasks using scripting languages and system tools. (Technical Support Engineer II)
Skill to analyze system logs, metrics, and performance data for issue prevention and optimization. (Technical Support Engineer II)
Skill to coordinate IT projects, system integrations, and technical system lifecycle management. (Technical Support Engineer II)
Skill to identify and mitigate risks, including security vulnerabilities, compliance issues, and operational risks. (Technical Support Engineer II)
Skill to manage complex projects, ensuring alignment with organizational goals and strategic objectives. (Technical Support Engineer II)
Ability to configure, customize, and optimize enterprise technical systems while applying automation and integration strategies. (Technical Support Engineer II)
Ability to automate tasks, monitor system performance, and optimize workflows. (Technical Support Engineer II)
Ability to plan, execute, and manage IT projects, meeting deadlines and strategic objectives. (Technical Support Engineer II)
Ability to recommend and implement technology adoption or replacement to improve system performance and efficiency. (Technical Support Engineer II)
Knowledge of enterprise technical system architecture, integration, and advanced automation. (Technical Support Engineer III)
Knowledge of strategic planning of technical system roadmaps and cross-functional leadership. (Technical Support Engineer III)
Skill to lead automation initiatives and optimize enterprise systems for scalability, security, and performance. (Technical Support Engineer III)
Skill to conduct advanced troubleshooting, root cause analysis, and post-incident reviews. (Technical Support Engineer III)
Skill to assess and mitigate risks for new technology integrations and system upgrades. (Technical Support Engineer III)
Skill to oversee high-impact IT programs and lead cross-functional teams to achieve strategic objectives. (Technical Support Engineer III)
Ability to design, implement, and manage enterprise technical system architectures. (Technical Support Engineer III)
Ability to lead system integration projects and automation initiatives, ensuring alignment with business objectives. (Technical Support Engineer III)
Ability to define, monitor, and analyze key performance metrics to drive system and process improvements. (Technical Support Engineer III)
Ability to lead, manage, and perform as a team member in a manner that accomplishes the Division’s mission and treats team members with dignity, courtesy, and respect. (Technical Support Engineer III)
Two (2) years of technical system experience is preferred. (Technical Support Engineer I)
Five (5) years of technical system experience is preferred. (Technical Support Engineer II)
Seven (7) years of technical system experience is preferred. (Technical Support Engineer III)

Nice To Haves

A Bachelor’s degree in Computer Science, Software Engineering, Computer Information Systems or a related field is preferred. (Technical Support Engineer I)
A Bachelor’s or Master’s degree in Computer Science, Software Engineering, Computer Information Systems or a related field is preferred. (Technical Support Engineer III)

Responsibilities

Serve as the primary liaison and local support contact for enterprise technical systems, including Supervisory Control and Data Acquisition (SCADA) systems, traffic systems, fixed asset management systems, and other related technical systems.
Maintain and manage hardware, software, and other technical solutions to ensure reliable system performance.
Perform onsite troubleshooting and repair of deployed end-user and technical systems.
Install, configure, and test devices or hardware as required.
Monitor, review, and maintain information security protocols and software management processes.
Coordinate technical system vendor software management.
Maintain accurate records in the ticketing system, including detailed notes and time tracking for all activities.
Ensure that all work complies with City policies and procedures.
Collaborate with other technical services staff and departmental teams to provide comprehensive support.
Operate a City vehicle, as needed, to travel to various City or County locations for onsite support.
Manage communication with technical system vendors, including support requests, licensing, updates, and service agreements. (Technical Support Engineer II)
Perform project management functions, including overseeing the installation of new systems and leading special projects. (Technical Support Engineer III)
Initiate and coordinate technical system integrations, ensuring clear communication with departments, vendors, and stakeholders throughout the process. (Technical Support Engineer III)
Perform other job related duties and responsibilities as assigned.