IT Infrastructure Engineer 5

Department: Information Technology

Anticipated Work Schedule: M-F

Reports To: Manager, IT Infrastructure and Operations

Full Time or Part Time: FT

Regular or Temporary: REG

Bargaining Unit: N/A

Classified or Unclassified: Classified

FLSA: Exempt

Summary

This is a journey level classification responsible for the build, deployment, and support of all IT server environment related technologies as well as assisting in leading smaller, less complex projects. The employee in this class is expected to become aware of the operating policies and procedures of the work unit and to learn to perform the full range of duties assigned. Positions at this level receive instruction or assistance as unusual situations arise and are expected to exercise judgment and initiative. It is further distinguished from the IT Infrastructure Engineer 4 in that this classification requires certification in a current County IT server technology.

Essential Job Functions

• Builds, deploys, and supports of all IT server environment related technologies including but not limited to hardware, software, process workflows, and security related functions; diagnoses and drives incident management both internally and with vendors; administers incident related documentation; assists and educates end users on the use and best practices of the technology; manages and resolves server related support tickets; inputs details of the resolution or observation of the ticket; forwards support tickets to higher level support, if needed; supports end user related technologies as needed.

• Assists in the development of project and task plans; oversees the execution of plans; assists in the prioritization and execution of team member assignments.

• Assists with asset lifecycle management; provides receipts and inventories of County IT equipment; prepares inventory reporting; disposes technology that are deemed nonoperational.

• Provides Service Desk support; answers phone calls and customer questions; inputs ticket information into the support ticket system; attempts to remedy the issue.

• Performs related administrative responsibilities; prepares various records, reports, and documents; responds to emails and phone calls; attends various trainings, conferences, and meetings.

Minimum Requirements

• Bachelor's degree in information technology, computer science, or a related field with four (4) years of end user IT technologies experience, including two (2) years of server environmental IT technologies experience; or any equivalent combination of training and experience as defined in the table below.

• Certification in a current county IT server technology.

• Valid driver's license and proof of automobile insurance.

Highest degree of education attained

Experience required

High school diploma/GED

8 years end user IT, 2 years server IT

Unrelated associate degree

8 years end user IT, 2 years server IT

Related associate degree

6 years end user IT, 2 years server IT

Unrelated bachelor's degree

6 years end user IT, 2 years server IT

Related bachelor's degree

4 years end user IT, 2 years server IT

Unrelated master's/doctoral degree

4 years end user IT, 2 years server IT

Related master's/doctoral degree

3 years end user IT, 1 year server IT

• Related degree fields: information technology, computer science.

• Related end user IT technologies work experience: support/help desk, setting up workstations, troubleshooting end user software (e.g., Microsoft Office suite, web browsers, internet access).

• Related server environmental IT technologies experience: support, maintenance, or administration of/for a storage area network, VMware, Veeam backup, server utilization, Hyper V, Active Directory, Office 365, virtual desktop infrastructure (VDI) security, or NetApp.

• Related certifications: a current county IT server technology (e.g., Microsoft Azure, Veeam, VMware, NetApp).

Additional Requirements

• Ability to operate a variety of automated office machines including computers and copier.

• Ability to crouch, crawl, bend, twist, and lift, push, and pull over 75lbs.

• Ability to add, subtract, multiply, divide and calculate decimals and percentages and perform routine statistics

• Requires the ability to perform mid-level data analysis including the ability to audit, deduce, assess, conclude and appraise. Requires discretion in determining and referencing such to established criteria to define consequences and develop alternatives.

• Ability to comprehend a variety of informational documents including service desk tickets and technical and project related documents.

• Ability to comprehend a variety of reference books and manuals including Personnel Policies and Procedures, vendor websites, and user manuals.

• Ability to prepare self-appraisals, ticketing details, project plan updates, asset control inventory, and other job-related documents using prescribed format and conforming to all rules of punctuation, grammar, diction, and style.

• Ability to influence others, record and deliver information, to explain procedures, to follow instructions.

• Ability to use and interpret IT terminology and language.

• Ability to communicate effectively with managers, IT staff, vendors, and other County staff.

Application Process

This is a competitive, classified position. The Personnel Review Commission (PRC) will check your application to make sure you meet the minimum qualifications. If you do, the PRC will invite you to take a civil service examination. The exam is specific to this position. Everyone who passes the exam goes on an eligibility list. To fill this opening, the PRC sends the hiring department and Human Resources (HR) a certified eligibility list with the top 25% candidates (or at least the ten highest scoring candidates, whichever is greater). HR helps the hiring department decide who from the certified list to follow up with for interviews and then a job offer.

Most of our communication with candidates is through email. Regularly check the email address you gave us in your job profile. Watch your Spam folder, just in case.

If we offer you a job, you must pass a drug screen and background check before the offer becomes final. Prior criminal convictions do not automatically disqualify you from employment; the County looks at criminal convictions on a case-by-case basis using the guidelines in Chapter 306 of the County Code.

EQUAL OPPORTUNITY EMPLOYER

Cuyahoga County is committed to fostering a diverse and inclusive workforce, which includes building an environment that respects the individual, promotes innovation and offers opportunities for all employees to develop to their full potential. A diverse workforce helps the County realize its full potential. The County benefits from the creativity and innovation that results when people with different experiences, perspectives, and cultural backgrounds work together.

The County is committed to providing equal employment opportunities for all individuals regardless of race, color, ancestry, national origin, language, religion, citizenship status, sex, age, marital status, sexual preference or orientation, gender identity/expression, military/veteran status, disability, genetic information, membership in a collective bargaining unit, status with regard to public assistance, or political affiliation.

If you need assistance applying or participating in any part of the candidate experience, contact Human Resources at 216-443-7190 and ask to speak with a talent acquisition team member.