Systems Administrator - End User Support

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

Job Information

Title:

Systems Administrator - End User Support

Market Range:

IT14

Approved Date:

1/28/2021 4:02:43 PM

FLSA:

Exempt

EEO Code:

PROFESSIONALS

Career Level:

P2

Career Level Description:

Professional Level 2

Job Code:

100705

Job Family:

Information Technology

Sub Family:

End User Support

Primary Purpose

Administer and support the operations, maintenance and enhancement of enterprise IT systems. Perform application upgrades and patches in alignment with change management processes. Coordinate with vendors for installation, support and design work. Contribute to the completion of projects by participating in meetings, proactively communicating requirements and meeting schedule deliverables.  Log and assign requests, track progress and maintain open communication with customers and IT peers. Serve as subject matter expert and provide customer consultation, training and support to facilitate adoption of technology. 

•

Administer and support enterprise systems to deliver a high quality, high availability solution that meets the business need.

1

20%

•

Configure, test, deploy and maintain system applications, upgrades and patches ensuring that interfaces between other business applications remain functional.

2

20%

•

Contribute to the completion of projects including upgrades, software installations and migrations. Proactively communicate project schedules and logistics with customers and peers, participate in meetings and provide technical input.

3

20%

•

Serve as subject matter expert and provide customer consultation, training and support to facilitate adoption of technology.

4

10%

•

Create documentation for administrative tasks, change management and configuration settings.

5

10%

•

Maintain vendor relationships required to support systems.

6

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.

7

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:

P2

Career Level Description:

Professional Level 2

•

Works independently on projects/assignments that impact Work Group results.

•

Work is generally supervised and involves periodic process checks.

•

Responsible for making adjustments or recommended enhancements in systems and processes to solve problems or improve effectiveness of the Work Group.

•

Typically communicates within or outside the Work Group to provide information requiring some explanation or interpretation to reach agreement.

•

May provide guidance and assistance to entry level professionals or support staff.

•

Requires practical knowledge of the Work Group typically obtained through advanced education combined with experience.

Qualifications

•

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

•

Three years of job-related experience

•

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.

•

Strong functional knowledge of supported system(s) and understanding of how systems impact/integrate with each other.

•

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

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

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.

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.

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.

Attention to Detail

Thoroughness in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently.

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.

Customer Service

Balances interests of a variety of clients, and readily readjusts priorities to respond effectively to pressing and changing demands for information, advice and assistance.  Anticipates and meets the needs of clients; achieves quality end products; and commits to continuous improvement of services.

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