The City of Richmond Department of Information Technology is seeking qualified candidates to fill two (2) Technology Engineer/Administrator - Applications positions. Incumbents in these roles will work as technology engineers or systems operations administrators and are designated subject matter experts.

Key Responsibilities:

Skilled assessment and troubleshooting of user issues related to computer, application, and network problems.
Configuration and troubleshooting of various systems.
Completion of tickets in the focus area.
Researching and resolving issues.
Conducting project and program maintenance and updates.
Ensuring program requirements are met.
Preparation, development, and maintenance of necessary documentation and reports.
Providing support in the area of focus to users.
Serving as a technical expert in situations where platform guidance is sought.
Collaborating with internal and external customers and resources.
Contributing and supporting multiple concurrent projects.
Installation, configuration, and troubleshooting of all networking systems, whether new or legacy.
Providing status reports and project updates to leadership.
Conducting strategy meetings and "white boarding" sessions for solutions.
Developing trend analysis and reporting documentation for remediation efforts.
Providing technical support and analysis in-person or remotely.
Managing and completing tasks assigned in response to various requests, including help desk calls.
Researching, deploying, diagnosing, and troubleshooting issues.
Monitoring network production environment and using tools to monitor network status.
Day-to-day operations for desktop Technician/automation tasks.
Troubleshooting, repairing, and completing preventive maintenance of all business PCs, servers, printers, and Mobile Device Management (MDM).
Updating and maintaining Standard Operating Procedures (SOPs) for desktop Technician/automation.
Providing timely service and resolution of service requests and incidents according to Service Level Agreements (SLAs).
Building, imaging, updating, maintaining, and securing enterprise endpoints.
Ensuring baseline configurations across endpoints comply securely with Security Technical Implementation Guides.
Conducting appropriate testing of desktop packages before deployment.
Troubleshooting and making recommendations for remediation of security or functionality issues in the desktop image.
Performing patches in accordance with city-authorized timelines.
Coordinating resolution of desktop incidents and issuing them to the appropriate Desktop Support team.
Tracking and documenting all service requests and issues.
Recommending and implementing technology, knowledge management, and processes to improve the effectiveness of desktop engineering/automation.
Identifying problematic trends and patterns and recommending solutions.
Documenting desktop system configuration, network configuration, and software inventory to be supported.
Providing training and knowledge transfer as required.
Researching, evaluating, and recommending hardware and software products based on current trends and developments in technology cost-effectiveness, existing capacity, and integration with the desired environment.

Qualifications, Special Certifications, and Licenses:

Considerable knowledge in areas such as Ethernet, Cisco network, wireless network, backup and disaster recovery management, IT architecture, telephony knowledge, TOGAF, BICSI wiring standards, and IT infrastructure library.
Change management expertise.
Proficiency in Microsoft Office Suite, Microsoft Active Directory, and Skype.
Familiarity with various technologies in the area of focus (storage, backup, and restoration).
Project management skills.

Demonstrated Skills:

Administering various programs and applications in the area of focus.
Advising customers on the area of focus.
Analyzing, planning, installing, testing, tracking, implementing, documenting, fixing, and tuning software and hardware systems.
Communicating with and supporting various internal and external departments.
Designing, configuring, deploying, troubleshooting, administering, and maintaining system and devices.
Determining security requests' viability.
Diagnosing, researching, and resolving issues in the area of focus.
Ensuring accurate project and work documentation and processes.

Minimum Training and Experience:

Bachelor's degree in computer science or related field.
Two years of journey-level professional systems and network engineering experience.
An equivalent combination of training and experience may be considered.

Preferred Training and Experience:

The ideal candidate will have knowledge of Windows Operating Systems, Microsoft Office products, troubleshooting skills, and performance analysis skills. They should be adept at working with varying audiences, from highly technical engineers to developers and architects. Technical writing skills, including creating Knowledge Base articles, white papers, and training documents, are essential. The preferred candidate will have a minimum of desktop support experience, advanced experience working with Windows 7, 8.1, and 10 images, and familiarity with standardized change control processes, end-user training, and strategic evaluations for new initiatives.