Information Technology Engineer I (Help ...
City of Mesa, AZ - Mesa, AZ

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This position will be responsible for overseeing the tactical use of system monitoring tools by Help Desk staff as we expand our Information Technology (IT) Operations Support & central monitoring functions. This will include mentoring junior level Help Desk staff in testing thresholds, alerts, notification processes, and escalating issues & recommendations to the Help Desk supervisor.
Common duties include: assessing, troubleshooting, and following established guidelines in escalation of hardware, software, and networking problems; controlling changes in system environments to ensure stable and reliable delivery of computer resources; designing, developing, and implementing processes, procedures, and strategies for systems that function or communicate across multiple platforms; developing and analyzing data for the purposes of problem resolution and strategic planning; implementing, maintaining, and monitoring operating systems and related subsystems; initiating and/or maintaining Incident Reports (IR) using an on-line incident management system; participating in the design of programs and installing and/or implementing information systems; preparing and/or updating system documentation; supporting computing processes executed across multiple platforms and/or networks; and utilizing forecasting, trend analysis, monitoring and reporting tools. Ensures all work is done in alignment with City and IT long-term strategies. This class is also responsible for performing related duties as required.

The IT Engineer I class has regular customer interaction, which includes specific assignments and broad project issues for concurrent small to medium sized projects. The IT Engineer I class is responsible for independently performing primary and secondary technical application or product support; performing troubleshooting, analysis, coordination, and resolution for more complex problems across a broad range of products and technologies; coordinating with other Information Technology Department (ITD) areas to resolve problems if necessary; and for leading small to medium sized projects. This class may have a high level of responsibility for the supported applications, products, and projects, and for the success of projects they lead. An IT Engineer I generally operates from established goals and objectives, and is supervised by an IT Services Leader and mentored by the IT Engineer II class or designee through observation of work in progress, conferences, evaluation of results achieved, and customer and/or team feedback. This class provides technical and design guidance for projects and systems, and advanced technical guidance may be required from higher level classes. This class provides technical leadership for one or more specific areas and may provide basic mentoring to IT Technicians and IT Analysts. Employees in this class are required to participate in team on-call support, 24 hours a day, 7 days a week. This class is FLSA exempt-computer professional. To view the full job description for this class go to: .

About the Ideal Candidate: The ideal candidate will have considerable (3 - 5 years) of experience in an information technology Help Desk or end user support function. Comp TIA A+ certification and experience and proficiency in the use of system monitoring tools are highly desirable.

Qualifications & Requirements:

Minimum Qualification(s). Any combination of training, education, and experience equivalent to graduation from an accredited college or university with an Associate's Degree in Computer Science, or a related field. Considerable (3 - 5 years) computer systems experience in at least one of the following technical support areas: Applications, Desktop, Geographic Information System (GIS), Help Desk, Network, Security, Server, Telecommunications, Web, Database and/or Service Desk.

Link to Job Description: