The incumbent in this position will provide technical support and troubleshooting to network, desktop, and/or systems hardware and software. Screens, refers, and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems. Installs, configures, and upgrades computer hardware and software. Provides end-user software troubleshooting and support. Applies advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions. Provides troubleshooting and support. Participates in the administration of ITSM systems. Provides phone and help-desk support for local and off-site users.

Our End User Services (EUS) team operates as a business partner proposing ideas and innovative solutions that enable new organizational capabilities. We are seeking energetic, forward-thinking professionals to join our Information Technology Team in RVA. As part of that team, you will have the opportunity to work with our support teams to identify and tackle the biggest opportunities and challenges at the City of Richmond VA. Overall, our EUS team offers technology professionals incredible opportunities to learn from others across our IT Department(s), to challenge themselves, and to expand their technology careers. This position is a technical position with people leadership and service delivery management. Incumbents serve as Essential employees, which means that they are required to work when the City is closed due to public emergencies, critical or hazardous conditions, or inclement weather.

Duties include but are not limited to:

To help the End User Services, which provides 24x7 technical support and services for the COR, including all Executives and their direct reports and other high-profile clients in a manner that is above all standards.
Demonstrating strong business and customer service knowledge, ability to learn quickly, and build effective relationships to effectively support the City of Richmond IT team.
Strong verbal and written communication and be able to make quick decisions to ensure continuity and service.
Relying on a network of team members across IT and via several vendor relationships to ensure our clients get immediate answers and resolution made within the SLA limits, and have knowledge of ITIL framework and standard SDLC processes.
Managing and maintaining computer hardware: monitors, peripherals, A/V equipment, laptops, Moves/ Add/ Changes.
Understanding and knowledge of leading ITAM / CMDB tools.
Having hands-on, practical experience with the implementation, operation, and maintenance of one or more major MDM products.
Having a broad knowledge of asset/CI discovery tools, both agent-based and agentless.
Working with telephony equipment, such as TLS, MPLS, T1, T3, Frame Relay, ISDN, VoIP, Ethernet, hubs, switches, and CISCO and/or Avaya PBX.
Maintaining Cisco Unified Communications systems.
Understanding the Public Safety grade of service for mobile radio, and wireline commercial telecom systems, and evolving commercial data technologies.
Researching historical call data or locating information for internal and external customers.
Possessing demonstrated computer/automation experience with a fundamental knowledge of LAN, WAN technologies, and Internet protocols and Fiber Optic Networks (FON).
The incumbent in this position is required to serve on-call 24 hours/7 days a week to provide leadership for the support and resolution of problems for critical systems and applications within the assigned City of Richmond portfolio.

Qualifications, Special Certifications, and Licenses:

Considerable knowledge of:

Assembly, installation, and use of Windows-based PC's.
Common computer software programs including Microsoft Office Suite.
Electronic databases and related software applications including RAPIDS, Envisionware Coin Bill Acceptor, etc.
Office equipment including mobile devices.
Specific and advanced technical skills in the area of focus such as telecommunications, networking, and wired networking.

Demonstrated skills in:

Maintaining and reviewing work orders.
Communicating to various internal and external departments.
Interacting with a wide variety of people (staff and public) with varying degrees of technical or communication skills.
Replacing and installing various computer equipment such as memory cards, power supplies, monitors, etc.
Using network switches and cabling.

Demonstrated abilities in:

Adapting.
Analyzing.
Paying attention to detail.
Following standard procedures and established practices.
Multi-tasking.
Problem solving.
Working effectively in teams.

MINIMUM TRAINING AND EXPERIENCE:

Associate's degree in computer science or a related field or completion of core college curriculum Information Systems courses.
Two years of end-user support and network equipment if the focus area is end-user support.
Two years of telecommunications maintenance if the focus area is telecommunications support.
Related hardware and software support experience.
An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification.

LICENSING, CERTIFICATIONS, and OTHER SPECIAL REQUIREMENTS:

Some assignments may require a valid Driver's License with a satisfactory driving record and a valid Commonwealth of Virginia Driver's License within 30 days of hire (check with a specific area of focus for more details).

PREFERRED TRAINING AND EXPERIENCE:

The ideal candidate will have knowledge of Windows Operating Systems and Microsoft office products as well as excellent troubleshooting and performance analysis skills while working with varying audiences from highly technical engineers, to developers and architects, as well as executive-level management.
Technical writing skills, create technical content including Knowledge Base articles, white papers, training documents.
Must have Microsoft Active Directory ITIL/Service Management experience or 3rd level support experience.
Must be able to Demonstrate aptitude for providing exceptional customer service.
Maintain deep knowledge of the latest products and configurations of Enterprise customers on Microsoft manageability technologies (MOM, SMS, SCOM, and SCCM).
MCSE certification or job experience.
SCCM/SCSM and experience with IP Telephony a plus.
Preferred candidate will have a minimum of desktop support experience, advance experience working with Windows 7, 8.1, and 10 images, and a CompTIA+ certification.