Lead Systems Engineer - Help Desk

Job Description:

Lead Systems Engineer - Help Desk

Description

ABOUT US

About the Information Service and Technology (IST) Department : Marin County IST connects the people of Marin with their government by providing innovative products and services tailored to the needs of our departments and communities accessible anytime, anywhere. We provide centralized IT services to County departments across four key areas.

• Business Solutions Delivery
• Enterprise Platforms & Services
• Governance, Security, & Compliance
• Innovative Digital Solutions

In addition to a full benefits package that includes Medical, Dental, Vision, Pension/Retirement, deferred compensation, and flexible spending accounts, we offer our employees:

• Hybrid (telework/onsite) work schedules
• Options for Alternative Work Schedules (such as 4-5/9’s)
• A culture of public service collaboration and work/life balance
• Training and career development opportunities
• County benefits such as Employee Assistance Program (EAP) and Tuition Assistance Program (TAP)

ABOUT THE POSITION

Are you a talented and experienced help desk professional ready to make a real impact? We’re on the lookout for someone exceptional to enhance our IT Help Desk, the backbone of technology support for 17 diverse county government departments. This is your chance to thrive in a vibrant environment where your skills will keep our systems running smoothly and empower our team to achieve their best! Dive into this rewarding role as part of a team that values innovation and collaboration.

There is one (1) full-time vacancy on the IST Help Desk for a Lead Systems Engineer (LSE). This position reports to the IT Manager - Customer Support and work is primarily onsite in San Rafael. This position is the Lead worker of a team of seven other engineers.
In this role, you will:

• Mentor team members, lead the work of the team on a day-to-day or project basis, and assist the IT Manager in recruitment and hiring.
• Monitor the service desk application for timely resolution of tickets, provide technical guidance to the team and handle escalated issues.
• Research, recommend and support imaging solutions.
• Lead the countywide upgrade to Windows 11.
• Develop and implement procedures, documentation, and training to enhance the effectiveness of help desk operations.
• Coordinate IT onboarding tasks for new hires throughout the County.
• Oversee the Zoom Broadcast Team which produces web broadcasts for the community.
• Research and recommend current and upcoming hardware options that align with guidelines, policies, standards, and performance and budget factors.
• Plan and lead monthly meetings of countywide technical support staff.
• Monitor outages and send countywide alerts and updates about system outages.

This assignment requires the ability to lift 25 lbs. as part of our team’s support of hardware and equipment.

ABOUT YOU

Our Highly Qualified Candidate:
The ideal candidate has a strong background in IT support and is highly motivated to provide outstanding customer service. They possess excellent problem-solving and analytical abilities and can prioritize work, multi-task and meet deadlines in a dynamic environment. The ideal candidate maintains a calm, positive demeanor and is comfortable leading interactions with teams, vendors, and end users. The ideal candidate for this role also has experience:

• Leading a technical team and leading projects such as hardware refreshes and Windows upgrades
• Executing projects with a high level of independence
• Conveying technical information in clear language tailored to different audiences
• Using and supporting Microsoft 365, help desk software and tools, and imaging solutions

Proficiency in Microsoft PowerShell and prior experience in government or the public sector are desirable though not required.

LEAD SYSTEMS ENGINEER QUALIFICATIONS

Knowledge of:

• Business processes, operating practices, and the organizational structure of a public-sector agency.
• Computer hardware platforms, operating systems, and middleware systems.
• Database design, management, and recovery; and data access.
• Design of multi-tier environments.
• Distributed application development.
• Principles of networking, Information and Communication Technology (ICT) accessibility, and Information Security.
• Office automation products.
• Principles and practices of project management, including teambuilding, goal setting, assisting with budget, and contractor supervision; project estimation, design and analysis, work planning and status reporting.
• Principles and practices of technical problem solving; techniques of application and systems analysis and design; and testing standards and procedures.
• Principles of customer support and service.
• Relational data base theory and design.
• Technical fields relevant to the business unit.
• Application architecture and associated communication protocols.

Ability to:

• Create, modify, test, and implement applications using programming languages, database services, middleware services, web services and office automation services.
• Evaluate and select hardware and software; analyze and resolve problems in applications, complex software, and hardware integration problems.
• Develop solutions; apply and recommend technology to provide target business outcomes.
• Communicate effectively both orally and in writing.
• Design systems that meet defined requirements, and document system designs for development, implementation, testing and client use.
• Estimate resources, equipment, software, costs, and staff time required for specified projects.
• Maintain and direct the maintenance of accurate records, documentation, and files.
• Understand the business strategy of a particular function/area and work effectively with clients, peers, and support teams to define project goals and business requirements, provide support for software, hardware, and applications, and ensure that tasks are completed accurately and in a timely manner.

MINIMUM QUALIFICATIONS:

Any seven-year combination of professional experience, certification, and/or relevant coursework that demonstrates the necessary knowledge and abilities. Examples include:

• Twelve (12) semester units of coursework from an accredited program and in a discipline relevant to the assignment is equivalent to a full year of related professional experience.
• A completed certification program relevant to the assignment and knowledge and abilities necessary of the role.
• A training program with evidence of completion providing the knowledge and abilities necessary of the role.
• An internship and/or apprenticeship providing the required knowledge and abilities of the role.
• Relevant professional experience demonstrating knowledge and abilities necessary of the role.

Special Sub-class Recruitments: Recruitments for positions in this class may be conducted according to the program or department in which a vacancy exists and the special certificates, licenses and/or experience requirements of the position.

IMPORTANT INFORMATION

For first consideration, please apply before Monday, October 7th, 2024.

All applicants will receive email notifications regarding their status in the recruitment process. Please be sure to check your spam settings to allow our emails to reach you. You may also log into your GovernmentJobs.com account to view these emails.

Open & Continuous Recruitment: This recruitment is Open and Continuous. Applicants are encouraged to submit completed applications as soon as possible. The filing period for an Open and Continuous recruitment may be closed at any time.

Testing and Eligible List: Depending on the number of qualified applications received, the examination may consist of a highly qualified review, application screening, online assessment, written examination, oral examination, performance examination, or any combination to determine which candidates' names will be placed on the eligible list. The eligible list established from this recruitment may be used to fill the current vacancy, and any future vacancies for open, fixed-term, full-time or part-time positions which may occur while the list remains active.

Disaster Service Workers: All County of Marin employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the County requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.

Equal Employment Opportunity Employer: If you have questions regarding equal employment opportunities, please contact Roger Crawford, Equal Employment Opportunity Director, at 415-473-2095. If you have questions concerning this position announcement, please contact Catherine Heckendorf at Catherine.Heckendorf@MarinCounty.gov .

PLEASE NOTE: The benefits described herein do not apply to temporary (contingent) or to part-time employees that work less than 50%.

COUNTY OF MARIN BENEFITS: GENERAL
Below are some of the excellent benefits the County offers. More information about our benefits can be found on the Marin County's Benefits Homepage .

Paid Time Off : Competitive vacation accrual; 12 holidays per year; and generous sick leave accruals. Additional types of paid leaves are available for some bargaining units.

Health Plan : Choice of four health plans (two Kaiser HMOs, Western Health Advantage HMO,and an Anthem Blue Cross PPO) along with dental through Delta Dental PPO, and vision through Vision Service Plan (VSP). There is a County contribution toward the premiums (the contribution amount varies depending on coverage tier elected such as employee only, employee + 1, employee + family). Plus, the County offers excellent Life Insurance, Disability, Flexible Spending Plans, a Dependent Care Assistance Program, professional development and more.

Retirement : Defined benefit plan under the County Employees Retirement Act of 1937. More information can be found online at www.mcera.org.

IRS 457 Plan : Choice of pre-tax or post-tax (Roth) employee contribution up to the IRS annual maximum.

Retiree Medical : The County provides access to group health plan coverage to eligible retirees.

For specific questions regarding the employment process, please contact Human Resources at (415) 473-6104. For additional details about the benefits or retirement, please contact the Benefits Division at (415) 473-2197.

*IMPORTANT NOTE: Benefits described herein do not represent a contract and may be changed without notice.

Closing Date/Time: Continuous

Salary:

$126,235.20 - $153,420.80 Annually