IT Systems Engineer - End User Support

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Information

Title:

IT Systems Engineer - End User Support

Market Range:

IT15

Approved Date:

1/28/2021 4:14:37 PM

FLSA:

Exempt

EEO Code:

PROFESSIONALS

Career Level:

P3

Career Level Description:

Professional Level 3

Job Code:

100486

Job Family:

Information Technology

Sub Family:

End User Support

Primary Purpose

Possess and apply broad cross-functional technical expertise to engineer solutions that align with business requirements.  Understand relationships between systems and related architectural integrations.  Perform business consulting, evaluation, analysis, documentation of requirements and translate into system requirements. Formulate and define system scope and objectives based on both end-user needs and a thorough understanding of business systems, applications and industry requirements.  Understand the business implications of technical solutions and assist in defining and documenting technology solutions, budgets and roadmaps to support any future business needs. Provide engineer level technical support to design, build, implement, manage and provide operational support for supported systems.   Perform hardware and software upgrades and patches in alignment with change management processes.  Coordinate with vendors for installation, support and design work, and leverage vendor relationships to stay up-to-date with industry trends.

•

Design, develop, administer, support and document enterprise systems to deliver high quality, high availability solutions that meet the business need.  Ensure system security by performing backups, updating security protocols and running quality checks to ensure optimal performance.

1

30%

•

Apply broad technical expertise to collaborate with customers and IT peers to identify and translate business requirements into IT solutions that optimize work processes.  Actively seek out improvements to technical solutions and processes to future proof the County’s IT interests.

2

20%

•

Lead projects including upgrades, hardware/software installations and migrations ensuring interfaces between applications and systems remain functional. Proactively communicate project schedules and logistics with customers and peers, participate in meetings and provide technical input.

3

20%

•

Provide customer consultation, training and support to facilitate adoption of technology.  Mentor junior members of IT to grow their skillsets and ensure cross training.

4

10%

•

Contribute to the development of roadmaps, budgets and contracts by participating in rate/term negotiations with vendors, developing and maintaining a platform roadmap and ensuring that solutions are fiscally responsible.  Manage and develop vendor relationships required to support and enhance systems.

5

10%

•

Enhance personal proficiency and knowledge of systems and technology.  Stay current with IT industry trends and explore ways to effectively apply new technologies to the work of Wake County Government.  Provide input on hardware and software standards.

6

10%

Position(s) may perform other duties in addition to the above as assigned by management.

*IMPORTANT* In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.

Career Level Dimensions

Career Level:

P3

Career Level Description:

Professional Level 3

•

Plans and manages projects that have significant impact on Work Group and Division results OR works as a technical expert within a Medical or Scientific Discipline.

•

Shares insights and analyses that inform new processes, and/or operational plans.

•

Responsible for making improvements in processes, systems, or standards to enhance performance of the Work Group.

•

Works to influence parties within and outside of the Work Group and Division regarding projects and procedures.

•

May be responsible for providing guidance, coaching and training to other employees within the Work Group.

•

Requires advanced knowledge of the Work Group and Division typically obtained through advanced education combined with experience. May have practical knowledge of project management.

•

Within Medical or Scientific Disciplines, typically requires a doctoral degree.

Qualifications

•

Bachelor's degree in Computer Science, Information Systems, Computer Engineering or related field

•

Four years of experience in IT systems design and administration

•

Equivalent education and experience are accepted

•

Strong written and verbal communication skills.

•

Critical thinking with strong troubleshooting and problem-solving skills including the ability to reverse engineer configurations.

•

Demonstrated knowledge of issues management including proactive planning, resolving or developing work-arounds for issues reported by end users.

•

Broad functional knowledge of enterprise IT system(s) and understanding of how systems impact/integrate with each other.

•

Strong knowledge of change management best practices and ability to manage transition to minimize impact/downtime.

•

Experience developing IT solution roadmaps and associated budgets.

An individual must be able to perform each essential duty satisfactorily to perform this job successfully. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

Communication

Creates an atmosphere in which timely and high-quality information flows smoothly up and down, inside and outside of the organization; encourages open expression of ideas and opinions.

Consulting

Applies knowledge of policies and procedures in the area of work to advise others across the organization on critical issues.

Initiative

Does more than is required or expected in the job; does things that no one has requested that will improve or enhance products and services, avoid problems, or develop entrepreneurial opportunities. Plans ahead for upcoming problems or opportunities and takes appropriate action.

Innovation

Applies original thinking in approach to job responsibilities and to improve processes, methods, systems, or services.

Problem Solving

Builds a logical approach to address problems or opportunities or manage the situation at hand by drawing on one's knowledge and experience base, and calling on other references and resources as necessary.

Technical Expertise

Applies and improves extensive or in-depth specialized knowledge, skills, and judgment to accomplish a result or to accomplish one's job effectively.

Integrity

Act with honesty, transparency and respect in our interactions with co-workers and those we serve. Adhere, without exception, to laws, policies, procedures and professional standards.

Accountability

Establish high-quality standards for work. Add value. Measure results and hold self and others accountable for making progress toward desired outcomes. Take a logical and data-driven approach to decision-making.

Diversity

Believe that different backgrounds and experiences strengthen the organization and produce better results. Value inclusion across race, gender, age, religion, identity and experience, and strive to reflect in our workforce the diversity of our community.

Collaboration

Foster a work culture in which different ideas and opinions are encouraged and expected. Listen carefully and speak thoughtfully. Work together toward shared goals with mutual respect and cooperation.

Continuous Improvement

Continuously improve work processes and products. Provide a safe environment to be innovative and creative and try new things. When things don't go as planned, use it as an opportunity to learn, regroup and begin again. Provide time and resources for individuals to grow and develop both personally and professionally.

Wellness

Take proactive steps to be physically fit and healthy, emotionally strong, financially secure and socially fulfilled, while inspiring and empowering others to do the same.

Service Orientation

Commit to making a difference within the community. Actively engage in and enjoy our work. Deliver services that exceed expectations, with courtesy, politeness and sensitivity to the experiences, concerns and feelings of all co-workers and customers.

ADA Checklist

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Standard ADA Selection:

Office Environment

Standing

X

Walking

X

Sitting

X

Lifting/Carrying 0-10 pounds

X

Lifting/Carrying 10-20 pounds

X

Lifting/Carrying 20-50 pounds

X

Lifting/Carrying 50-100 pounds

X

Pushing

X

Pulling

X

Climbing

X

Balancing

X

Stooping

X

Kneeling

X

Crouching

X

Crawling

X

Reaching

X

Handling

X

Grasping

X

Fingering

X

Feeling

X

Talking

X

Hearing

X

Visual Perception

X

Repetitive Motions

X

Eye/Hand/Foot Coordination

X

Memorization/Concentration

X

Learning/Knowledge Retention

X

Preparing/Analyzing Numerical Figures

X

Use of Interfaced Commmunication Devices (Phone, Computer, Radio etc.)

X

Analyzing/Examining/Testing Data

X

Emotional/Behavioral Self-Regulation

X

Interacting with Others

X

Comprehension

X

Organization

X

Decision Making

X

Comprehension

Understand complex problems and collaborate to explore alternative solutions

Organization

Organize and prioritize individual work schedule to manage multiple tasks and/or projects

Decision Making

Make decisions that have significant impact on a department's credibility, operations and/or services

Communication

Communicate in-depth information for the purpose of interpreting and/or negotiating

Extreme cold

X

Extreme heat

X

Humid

X

Wet

X

Noise

X

Hazards

X

Temperature Change

X

Atmospheric Conditions

X

Vibration

X

Computers/Monitors

X