What are the responsibilities and job description for the Systems Engineer I position at City of Katy?
SUMMARY: This role serves as the initial point of contact for all Information Technology requests and incidents, ensuring that each issue is logged, classified, and tracked within the designated IT Service Management (ITSM) system. Under general supervision, the Systems Engineer provides first-line hardware and software support, delivering timely resolution of end-user issues while maintaining continuity of critical City technology services.
In addition to direct customer support, this position contributes to the reliability and security of the City's IT environment by imaging, deploying, and maintaining endpoints, assisting with system monitoring, and escalating issues that impact infrastructure stability. Support is provided by communicating solutions in a professional, confident, and user-focused manner, ensuring both technical resolution and positive customer experience.
EXAMPLES OF ESSENTIAL DUTIES: -- Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to, the following:
- Interact with end-users to provide and process information in response to inquiries, concerns, and requests related to products and services
- Systems Engineering & Support
- Configure, deploy, and maintain desktop, laptop, tablet, and mobile devices in accordance with City imaging and security standards.
- Diagnose and resolve complex hardware, software, and connectivity issues across the enterprise environment.
- Monitor, patch, and update systems to maintain security compliance and operational performance.
- Manage Active Directory accounts, group policies, and endpoint configurations.
- Infrastructure Operations
- Support network, firewall, and server environments by escalating, coordinating, and implementing system changes as needed.
- Track system performance metrics and proactively remediate bottlenecks or vulnerabilities.
- Maintain asset inventories, warranty records, and lifecycle replacement schedules for endpoint and infrastructure equipment.
- Incident & Service Management
- Triage incoming service requests, perform root cause analysis, and implement long-term fixes to recurring technical issues.
- Ensure service tickets are accurately documented, classified, and resolved within defined SLAs.
- Escalate critical incidents and collaborate with vendors or higher-tier engineers as appropriate.
- Project Support & Deployment
- Participate in infrastructure and system upgrade projects, including hardware refreshes, software rollouts, and enterprise security initiatives.
- Provide technical support for citywide training events, special projects, and emergency response operations.
- Assist in evaluating new technologies and making recommendations for adoption to improve efficiency and security.
- Business Continuity & Emergency Operations
- Serve as Critical Personnel during natural or man-made disasters to ensure continuity of City operations.
- Participate in Emergency Management Team activities, providing technical expertise for public safety and resilience.
- Adhere to Essential Critical Infrastructure Worker responsibilities as defined by the Cybersecurity & Infrastructure Security Agency (CISA).
- Performs other duties as required.
MINIMUM QUALIFICATIONS:
Knowledge of:
- Desktop hardware, software, peripheral equipment
- Windows Operating System (OS) 10/11
- Microsoft Office applications
- Active Directory features and management
Skill in:
- Advanced customer service, organizational, and teamwork skills.
- Accurate and efficient problem-solving ability
- Highly effective communication skills verbally and in writing including the ability to communicate clearly, concisely, and courteously to customers.
Education, Training and Experience Guidelines:
Associate's Degree in Information Technology or related field; AND two (2) years in a technology support position; OR an equivalent combination of education, training, and client/server experience.
LICENSE AND CERTIFICATION REQUIREMENTS:
A valid State driver's license is required.
Preferred Certification:
- CompTIA A
- CompTIA Network
- CompTIA Security
PHYSICAL DEMANDS AND WORKING ENVIRONMENT: Work generally performed in a climate-controlled building with minimal exposure to outdoor weather conditions. Duties may require lifting up to 50 pounds. Working conditions involve occasional exposure to variable and/or extreme weather conditions, diesel generators and/or other machinery with moving parts, working in confined spaces, and hazards associated with moving/lifting equipment and furniture is involved. Computer room is kept at 70 degrees and may be drafty.
The City of Katy is committed to compliance with the Americans with Disabilities and Amendments Act and is an Equal Opportunity Employer.