IT Systems Administrator - End User Support - Information Technology

County Of Gwinnett Lawrenceville , GA 30046

Posted 4 weeks ago

Class Summary

The Department of Information Technology Services consists of five Divisions: Enterprise Applications/Development, Infrastructure/Operations, Information Security, Financial Management Office/Admin and Business Strategic Services.

The Infrastructure & Operations Division consists of four sections: End User Support, Systems/Storage, Service Delivery and Network/Telecommunications. Collectively they provide services to approximately 6,500 County personnel in 110 physical network locations. The Infrastructure teams provide reliable scalable, efficient, and secure technology and services to meet the exceed the expectations of the departments and agencies we serve.

The primary responsibilities of this IT Systems Administratorposition are to provide maintenance, configuration, and reliable operation of the Desktop Architecture systems. These systems include, but are not limited to, MS Intune, Azure AD, and MS Endpoint Configuration Manager. This position is also responsible for researching new technology and developing a roadmap of the future direction of all End User Support systems to continuously improve and keep up with the county IT needs. This position will actively resolve problems and issues with computer systems to limit work disruptions.

This IT Systems Administrator will also be responsible for managing and coordinating urgent and complicated support issues; acting as escalation point for all requests and incidents; developing methodologies and escalation processes to ensure proper escalation and information flow within the organization; training, coaching, and mentoring desktop support staff; building and obtaining training material for support staff; interacting with internal and external customers; providing data and reporting of KPI's and trends, weekly, monthly and as needed; maintaining an effective and workable framework for managing and improving customer IT support in the organization; and advising management on situations that may require additional client support or escalation.

The Grade for this position is C44(1). Salary will be based on qualifications and experience.

Availability Requirements:

  • Monday
  • Friday (8AM-5PM)
  • After Hours
  • Emergency Only
  • Weekends and Holidays
  • Emergency Only
  • On-Call Rotation
  • Carry on call phone and respond in accordance with
  • On-Call policy when assigned on-call duties.

A background check is required due to the nature of this position and access to Public Safety systems and facilities. The background check includes motor vehicle histories, criminal histories, and fingerprinting.

Minimum Qualifications:

  • Bachelor's Degree in a related field and

  • Three years of progressively responsible, professional level analyst and systems experience in a large-scale Information Technology environment; or

  • an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.

  • Valid Driver's License from state of residency.

Preferred Qualifications:

  • ITIL v4 Certification

  • Experience in basic Network troubleshooting, diagnostic and repair.

  • Experience performing day-to-day Troubleshooting, Diagnostic and Repair of desktop PCs, laptops, printer, etc.

  • Security and patch management experience desired.

  • Experience with the Remedy Force Ticketing.

  • Experience with Crystal Reports software.

  • Experience with SAP software modules.

  • Teamviewer or Remote Desktop experience.

  • Windows 10 operating system experience.

  • Office 365 Experience

  • MS Intune, Endpoint Configuration Manager

For information related to position-specific Essential Duties, Knowledge and Skills, and Physical Requirements, click here.

NOTE: The class specifications listed on this site are not the official class specifications for Gwinnett County and are subject to change.

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IT Systems Administrator - End User Support - Information Technology

County Of Gwinnett