This position is responsible for assisting in managing computer and network support services throughout the agency. Responsible for handling and resolving user complaints.
Tier II/Senior Systems Engineer
Reports to: Director of Operations
FLSA: Exempt
Approved: CEO, Dennis Schroder
Status: Full Time
Hours: 8am-5pm, Monday-Friday
Additional hours as mandated based on operational needs
Job Summary
Essential Duties & Responsibilities
Evaluation of this position is based primarily on performance of the following essential functions, which include, but are not limited to:
- Acts strategically as a resourceful and engaged, hands-on, technical engineer towards client service issues.
- Must be able to resolve challenging technical issues in line with client expectations.
- A self-managing, detail-oriented individual with a strong emphasis on managed services and excellent customer support.
- Able to prioritize and work on multiple issues concurrently and deliver measurable results in a fast-changing / evolving environment.
- Ability to understand and implement basic cyber security mitigation strategies in accordance with the tools provided to clients.
- Ability to identify and resolve or escalate critical issues using the tools provided by the organization
- Will perform problem analysis and systems configuration, as well as endpoint management scripting, performance analysis, and support
- Must be able to provide regular communication between the client and the rest of the technical team and set proper client expectations.
- Support the current customer base as well as provide ideas/concepts to improve current offerings
- Project and client management
- Network implementations, migrations, and upgrades (Servers, workstations, networking, security)
- Maintain, modify, and update client application programs, maintain, and improve current cloud-based offerings
- Completes all documentation as needed
- Follows accepted and defined processes, methodologies, and procedures
- Provide support for requests for service through email, phone, or in-person interaction
- Document all requests for services using the existing HD ticketing system
- Trains/guides less experienced team members
- Must follow safety and health rules and regulations, including OSHA standards.
- Performs other related duties as assigned.
Job Requirements & Expectations
Minimum Qualifications
Education: High School Diploma required. Associate degree in computer science from an accredited college/university or related field preferred or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired.
Experience: Demonstrated knowledge of and experience with computer and/or network systems, applications, procedures/techniques, and customer services practices.
Skills: Strong verbal/written communication skills. Must be highly skilled in communicating to a wide constituency including end users, administrators, fiscal staff, and vendors. Ability to read and write and effectively analyze data to translate complex and detailed system support. Must be able to instruct staff in the use and care of the equipment and software. Must be skilled in mathematics related to technical support.
Certifications: required to have or obtain within 6-months of employment following certifications: MS900, Security Plus, MD102, SC300 AZ800 for tier 2 level. It is also expected to maintain new and updated certification.
Knowledge, Abilities, and Other Expectations
Knowledge: Must have a significant level of technical computer and telephone support. Ability to safely operate all computer systems, and network systems. Knowledge of program services, program standards and monitoring process; effective technical support, data communications; computer networking design, installation, training systems and monitoring. Knowledgeable of good office practices/procedures.
Abilities: Skill in solving complex and detailed technical issues and problems. Multi-task and detail oriented in resolving complex technical problems. Ability to serve as liaison between supervisor and staff, as assigned. Do data entry, generate reports, copy, manage and track documents and information. Effectively manage time to meet operational needs and desired outcomes and plan and organize the steps to implement new projects. Listen to, understand, and communicate information and ideas. Work independently with minimal supervision. Maintain strict confidentiality. Work effectively as part of a team environment and work effectively with people and communities from diverse cultural, social, and ethnic backgrounds. Must have ability to respond swiftly to crisis situations and provide intervention. Provide excellent customer service with the ability to resolve complaints.
Other Expectations: Completes all required training and maintains strict confidentiality. Regular attendance is mandatory. Maintain related records in accordance with appropriate records retention guidelines and policies. Adhere to health and safety policies and procedures. Must have reliable transportation to fulfill responsibilities requiring travel in the community. Must be available by personal cell phone during working hours and must participate in weekday/weekend on call rotation.
Driver license and personal auto insurance must be maintained.
New hire and bi-annual BCI checks required.