Information Systems Engineer

This position is responsible for providing advanced resolution of software and hardware issues, escalating issues as necessary, properly documenting issues and their resolution in our service desk knowledge base and serving as a champion for technical innovation for City staff. The incumbent will participate in the design and enhancements of our Windows environment. The work requires a proactive approach. There are moderate physical demands, which may require occasionally working in difficult work positions and some lifting. The work is performed under general supervisory review and contributes to the efficient electronic communications and systems critical to the effective management of day-to-day City operations. The incumbent provides onsite hybrid meeting support to various meeting bodies of the City of Rockville, which occasionally requires late evening work. The incumbent is occasionally required to be on call and occasionally required to be onsite during evenings or weekends for upgrades or emergencies.

• Serves as the technical education and training expert, on a variety of applications including Windows Outlook, OneDrive, Word, Excel, and PowerPoint
• Promotes user adoption of the City’s technology and ease of use, to maximize and strengthen staff productivity, efficiency, and technology impact.
• Participates in the onboarding of new employees in regard to IT policies and procedures.
• Assists in the deployment of network infrastructure.
• Assists with technical design, optimization, monitoring, testing, evaluation, integration, installation and implementation of Network, Infrastructure and Application systems and components as directed. 
• Interacts with the Security, Infrastructure and Applications Development teams, as well as end users and vendors to manage the day-to-day scheduled and unscheduled network systems operations and maintenance activities.  Maintains stable, efficient and effective availability and operations of City of Rockville information systems.
• Understands and complies with all security policies; ensures that security and data protection are top priorities; integrates security into all designs and systems; makes recommendations regarding enhancing network security.
• Assist in the development of technical standards and documentation, identify and evaluate new products, and provides resolution for network issues.
• Provides expertise in the areas of Internetworking, Data Communications, Server Operating Systems and Virtualization Technologies.
• Provides expertise in deployment of Mobile devices (IOS and Android).
• Ensures all aspects of the network configuration, software licenses, user accounts and equipment are inventoried, tracked and documented and that all documents and diagrams are kept up to date as configurations change – including proper and timely attention to appropriate change control coordination, procedures and notifications.
• Reviews and participate in solution designs and project plans for all new IT initiatives.
• Adheres to technical policies, standards and best practices in the support of wired and wireless network systems and devices.
• Provisions, deploys, maintains and troubleshoots end user workstations, laptops and City assigned devices
• Assists in the evaluation, procurement, provisioning and deployment of network infrastructure.
• Creates, monitors, and updates help desk tickets on a daily basis.
• Provides coverage for help desk answering station as needed
• Performs day-to-day systems administration in conjunction with other IT staff.  Responds to end user and co-worker requests and manages priorities and time as directed.  
• Utilizes SCCM to include all hardware, software deployment, images, and patching standards.
• Researches, analyzes and implements software patches or hardware changes to resolve security or network deficiencies.
• Evaluates new products or services and may manage vendor service level agreements and maintenance agreements.
• Responds to help desk calls in support of nearly 600 users, servers, and the network infrastructure for all City facilities.
• Upgrades, replaces, and deploys PCs, laptops, monitors, and servers in support of the City's technology refresh policy.
• Evaluates new technological advances in view of organizational plans and objectives and makes appropriate recommendations to supervisor and other IT Functional Team managers.   Maintains current awareness of various trends and developments in Information Technology and advises IT staff and other City personnel on the most secure and cost-effective hardware/software configurations to meet user requirements.
• Demonstrates strong and effective customer service skills, project support, and coordination and communications skills (written and verbal) with IT co-workers, end users and support vendors.
• Conducts occasional training sessions to promote user adoption of the City’s enterprise software applications, such as Microsoft Office 365.
• Presents a professional image at all times and conducts him/herself in a professional manner.
• Able to work independently and in teams with minimal supervision.

Education and Experience:
Bachelor's degree with major coursework in Computer Science, Information Systems or Technology or closely related field from an accredited university or college; or five (5) years of progressively responsible work in Information Technology implementation, administration and support; or any equivalent combination of education and experience.
 
Special Qualifications:
Certifications desired include one or more of the following:

• ITIL, MCSA, MCSE, CCNA, CCSP, CompTIA Security+, Network+ or Server+
• United States citizenship is required. 
• Valid driver’s license granting the ability to drive in Maryland and a safe driving record is required.

• Skill in deploying, maintaining, supporting and troubleshooting Windows Operating Systems.
• Knowledge of standard network and internet networking technologies and best practices.
• Skill in the following technologies is extremely beneficial – Active Directory, Cisco Call Manager & VoIP Phones, TCP/IP, SMTP, SNMP, DNS, DHCP, DFS, IIS, VMware, VEEAM, Hyper-V, IPS/IDS, IPSEC VPN, Cloud Backup technology, SAN, Archiving Policies, knowledge of IP Protocol suite, routing protocols, OSI Model and Layered Troubleshooting.
• Ability to work in a team-oriented, collaborative environment.
• Knowledge of PC systems, their components and common software packages used by the City.
• Skill in customer service.
• Skill in diagnosing and correcting hardware and software problems.
• Skill in oral and written communication.
• Ability to analyze and resolve network performance problems.
• Ability to work independently, plan and logically organize.
• Ability to work as part of a team.
• Ability to provide training and teach technology concepts to novice users.

Physical Demands

• The work is light work, which requires exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force to move objects.
• Hearing 2: Ability to receive detailed information through oral communication, and to make the discrimination in sound.
• Mental Acuity: Ability to make rational decisions through sound logic and deductive processes.
• Speaking: Expressing or exchanging ideas by means of the spoken word including the ability to convey detailed or important spoken instructions to other workers accurately and concisely.
• Talking 1: Expressing or exchanging ideas by means of the spoken word including those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
• Visual Acuity 1: Have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; and/or extensive reading.
• Visual Acuity 4: Have visual acuity to operate motor vehicles 
• Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.

Work Environment

This job is performed in a dynamic environment that requires one to be sensitive to change and responsive to changing goals, priorities, and needs.