Systems Support Administrator

Position Information

The purpose of this classification is to plan, develop, implement and coordinate the operation and maintenance of networked hardware/software and other related components.

Job Summary

The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

Organizes and helps prioritize assigned work; reports status of work in progress and completed work; confers with coworkers and assists with complex/problem situations, and provides technical expertise.

Helps to ensure division compliance with all applicable codes, laws, rules, regulations, standards, policies and procedures; makes recommendation to help correct deviations or violations.

Consults with management or other officials to review division operations/activities, review/resolve problems, receive advice/direction, and provide recommendations.

Evaluates efficiency and effectiveness of server operations, and use of resources; makes recommendations for improvements.

Helps to plan, develop, and implement long and short term strategic plans, goals, and objectives relating to networking systems; evaluates current/future networking requirements; recommends changes to current/future networking systems to meet organizational needs.

Installs, configures, and maintains County network systems, including Active Directory administration and user account management, e-mail servers and user accounts, Internet and remote site connections, Dell Equilogic SAN storage, VMWare server environment, physical servers, IP addressing scheme and database, servers, backups administration, switches/routing infrastructure, firewall administration and other essential network components.

Analyzes, troubleshoots, and repairs network/system hardware/software problems; tests equipment and identifies data errors, line failures, and equipment malfunctions; initiates appropriate action to correct errors, recover data, and obtain maintenance; researches cost of repairs or replacement of computers, peripherals, or components; consults with management regarding complex technical questions.

Maintains, configures, and upgrades hardware/software for physical and virtual network servers and related infrastructure; Reviews, plans, and implements upgrades and changes needed for operation of County network system; determines hardware/software upgrade requirements for server, and network components; helps to ensure compatibility with existing network components.

Evaluates, tests and installs new computer operating systems and network software; installs hardware and software.

Makes recommendations regarding hardware/software purchases and usage; communicates with vendors regarding products, pricing, and availability.

Communicates with hardware/software service representatives and technical support representatives; provides information concerning operational and/or mechanical problems as appropriate.

Assists management in providing technical consultation to County department heads, department staff, and committees; serves as technical contact person for projects in other departments; provides internal second level support to other Information Technology staff as needed.

Performs general/preventive maintenance; monitors working conditions of systems; monitors system resources and usage; performs data backups onto tape, diskette or other media; verifies backups and stores backups; performs regular cleaning and preventive maintenance of equipment and server rooms as needed.

Identifies new processes and alternatives to resolve problems or improve/enhance operations; evaluates performance of systems and programming to meet growing needs of the County.

Maintains logs/documentation of work activities, computer operations, system modifications, maintenance activities, installations, and other activities; documents status of repairs.

Compiles or monitors various statistical data; makes applicable calculations; analyzes data and identifies trends; summarizes data and prepares reports.

Prepares or completes various forms, reports, correspondence, logs, flow charts, network diagrams, technical documents, multimedia presentations, or other documents.

Receives various forms, reports, correspondence, diagnostic reports, technical support documentation, specifications, technical journals, manuals, online resources, reference materials, catalogs, directories, policies, procedures, or other documentation; reviews, completes, processes, forwards or retains as appropriate.

Communicates with management, employees, County departments, system users, user groups, vendors, manufacturer representatives, state/federal agencies, the public, outside agencies, and other individuals as needed to coordinate work activities, review status of work, exchange information, resolve problems, or give/receive advice/direction.

Attends meetings, serves on committees, and makes presentations as needed.

Maintains an awareness of new products, technologies, trends, and advances in the profession; reads professional manuals and publications to increase knowledge of computer operations; attends user group meetings, conferences, workshops, and training sessions as appropriate.

Assignment to Telecommunications Systems will include the following duties:

Manages County telephone system operations; administers daily programming of additions, moves and changes into the telephone system. Administer customized changes per user specifications; implements system upgrades and enhancements as needed; administers diagnostic testing to identify and correct malfunctions.

Assists in managing county telecommunications vendor's and agreements and coordinating work involving them.

Installs and configures telecommunications systems, components, and software; monitors system resources and usage; performs system upgrades of hardware and software.

Serves as liaison with telephone utility company regarding new telephone service, line hunting, fax lines, and features such as memory call, call waiting, call transfer, and other services; submits requests for change orders to utility company.

Manages operation of voice mail system;configure and maintain voicemail boxes for over 500 users.

Assists the department and project teams in coordinating projects that involve telecommunications needs; oversees processing of requests for telecommunications services; reviews service requests, identifies prioritizes, and ensures prompt completion of requests. Assists in Coordinating various radio communications systems and communications via other circuits if necessary.

Makes site visits to County offices and other locations to provide technical support, assists in installation of telecom equipment and hardware.

ADDITIONAL FUNCTIONS

Performs general/clerical tasks, which may include answering telephone calls, typing documents, making copies, sending/receiving faxes, filing documentation, or processing incoming/outgoing mail.

Provides assistance to other employees or departments as needed.

Performs other related duties as required.

Customizes individual computing environments as required and approved that are above and beyond normal operational needs.

Operates a motor vehicle to conduct site visits, transport computer components, or perform other work activities.

Provides assistance to other employees or departments as needed; performs other related duties as required and assigned by IT management.

Serves in the department's on-call rotation as required for technical support both internal and external department needs and technical operations.

Provides assistance to other internal staff or departments as needed.

Performs other related duties as required and assigned by management.

Minimum Qualifications

Bachelor's degree in Computer Science, Information Systems, or closely related field; supplemented by four (4) years previous experience and/or training that includes network administration, systems analysis, systems administration, technical support, and supervision; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job. Any additional exposure to VMWare administration, Veeam Backups, Site Recovery Manager, Dell Equilogic SAN administration and Fortinet Firewall technologies is desired.