Overview:
The Information Technology (IT) Support Engineer II an IT professional responsible for providing technical assistance support and assistance to Courthouse end-users and hardware/software systems. This position involves diagnosing and resolving technical issues, installing and configuring hardware/software, maintaining systems, providing training and guidance to user, and delivering exceptional customer service.

The Opportunity: 

• Configure, install, and maintain desktop and laptop workstations, including deploying standardized computer software images;
• Personalize computers at individual user desks by transferring user files, shortcuts, and settings, ensuring a seamless transition;
• Assists with the support of Circuit Court Courtroom Presentation Technology;
• Provide help desk problem resolution, responding to user queries in person, via telephone, and/or tickets;
• Responds to calls from remote court-related City sites, troubleshooting connectivity problems, applications problems and installation/upgrading hardware and software;
• Coordinates deployment of all computers (review images, checks and updates computer inventory);
• Assists with Courthouse technology inventory audits and resolution problems found during audits;
• Maintains Department's personal computers and associated peripheral devices (e.g. printers, scanners and modems), to include first level diagnosis of problems and second level repair of personal computers;
• Installs hard drives, controllers, power supplies, CD/DVD rom drives and memory;
• Troubleshoot software and hardware-related problems for workstations, including virus and spyware reduction;
• Diagnose and resolve printing problems, as well as network port and connection issues;
• Repair, install, and maintain peripheral equipment such as network cards, monitors, printers, and switches;
• Communicate with State and City internal IT departments/divisions, as well as hardware and software manufacturers, to obtain support as needed.
• Run repair and diagnostic software on computers to identify and address issues promptly.
• Recommend equipment replacement when necessary and perform software updates.
• Replace and install internal computer components, coordinating with vendors for replacement parts.
• Configure new computers according to individual and departmental needs, delivering and collecting IT equipment across various departments.
• Assist users in logging on to accounts, resetting passwords, and resolving security-related connection problems.
• Provide information and training to users on security practices and equipment use.

Essential Knowledge, Skills, and Abilities

• Good knowledge of computer hardware, operating system, and troubleshooting methods and procedures;
• Strong and adequate knowledge of software use for formulating spreadsheets and word processing;
• Ability to think logically and apply deductive reasoning to solving problems;
• Solid technical background in the field of Information Technology;
• Ability to establish and maintain effective working relationships with co-workers, representatives of other City departments, jurisdictions, vendors, and State and Federal agencies;
• Ability to communicate clearly and effectively, both orally and in writing;
• Ability to multi-task

About the Alexandria Circuit CourtMinimum: Two-Year College Degree; one year general personal computer or Help Desk experience, understanding of Virginia Dept. of Social Services (VDSS) programs and experience in creating and maintaining City and VDSS security accounts; or any equivalent combination of experience and training which provides the required knowledge, skills, and abilities.
Americans with Disabilities Act (ADA)
 This class specification provides a generalized representation of positions in this class. It is not intended to reflect essential functions pursuant to ADA, nor is it intended to list every specific function and task of this class title. A job class may also have a medical standard associated with specific physical or mental requirements that must be met.