Information Technology Desktop Support Engineer I/II

IT DESKTOP SUPPORT ENGINEER I: Under general supervision, the Information Technology (IT) Desktop Support Engineer (DSE) I performs a wide range of professional work assignments related to supporting enterprise desktop end point and infrastructure technologies used by and in support of the departments in the County of Shasta; provides third-tier support for the IT Technician job class; and related work as required. IT DESKTOP SUPPORT ENGINEER II: Under general direction, the Information Technology (IT) Desktop Support Engineer (DSE) II performs a wide range of complex professional work assignments related to the design, implementation, management, and maintenance of enterprise desktop endpoint and infrastructure technologies used by and in support of the departments in the County of Shasta. This position works at an elevated level of independence and responsibility in the completion of specialized desktop infrastructure management, projects, and related work as required. DISTINGUISHING CHARACTERISTICS IT DESKTOP SUPPORT ENGINEER I: Although the first-level IT Desktop Support Engineer in the series, this is a journey-level position working under the general direction of the County Information Security Officer. A broad range of enterprise-level skills and abilities to support the deployment, maintenance, and security of various desktop endpoint and infrastructure technologies is required. The DSE I must have strong interpersonal and communication skills and be capable of explaining procedures in writing or verbally. The IT DSE I is distinguished from the DSE II in that the latter is assigned the most complex assignments and provides lead direction to the DSE I. The IT DSE I differs from the IT Technician (ITT) class in that incumbents in the IT DSE series provide the ITT class with third-tier support and maintains, supports, and works within desktop infrastructure technologies to support all desktop endpoints and related infrastructure at the enterprise level, whereas the ITT works at an individual endpoint level. IT DESKTOP SUPPORT ENGINEER II: This is the advanced journey-level classification in the series working under the general direction of the County Information Security Officer. The incumbent is expected to serve in a lead capacity in all aspects of desktop endpoint and desktop infrastructure technologies. Work in this class is distinguished from the DSE I by the increased amount of complexity in the assignments received and operates with a greater amount of independence. Additionally, the IT DSE II provides lead direction and technical assistance to the IT DSE I. An incumbent is expected to manage, design, and implement the various desktop endpoint and infrastructure technologies; provide training and leadership for the more complex support issues and projects; and serve as the Functional Lead for Desktop Services, interacting with other Functional Leads to ensure goals and technologies align between Functional Units. The DSE II must have strong interpersonal and communication skills and be capable of explaining procedures in writing or verbally., This position requires the ability to perform tasks related to specific functional areas within the Information Technology department. Duties may include, but are not limited to, the following: IT DESKTOP SUPPORT ENGINEER I: Installs, configures, maintains, and supports a wide variety of desktop end point systems and associated components, including printers, peripheral devices, terminals, communications equipment, cables, and modems; loads and verifies operating systems and software packages, which include office suite applications, electronic mail and scheduling software; displays, through practical application, skills in Customer Service and PC repair; utilizes remote tools to provide customer service while not being physically present; assist in providing customer training for equipment and software within the scope of business operations and provide technical support to the County's user community as directed; performs network switch port analysis, logs into switches, and verifies link speed and duplex settings; performs advanced network troubleshooting using industry standard network tools and services. These include but are not limited to; ping, traceroute, nslookup, DNS, and DHCP; performs troubleshooting and deploys software package across VLAN topologies; creates PC images for deployment using an imaging technology; builds MST files for MSI packages, builds MSI packages for unpackaged software, and deploys MSI packages; creates ODBC data sources for common database types; creates and deletes user accounts in a directory services environment and queries directory service to find specific accounts; manages small scale projects involving team members; manages the desktop infrastructure to ensure forward compatibility as technologies go end of life; demonstrates proficiency and provides training for enterprise-wide server software such as, but not limited to, antivirus software, desktop encryption software, Microsoft WSUS, and desktop management software; assists in the management of Microsoft Group Policy settings including the creation, deletion, design, and permission on Group Policy objects; provides third tier support for IT Technician job class; performs advanced research on technical items; assists in the planning, design and implementation of appropriate infrastructure technologies and recommends technologies to the IT DSE II and IT Services Manager. IT DESKTOP SUPPORT ENGINEER II: Designs, implements, manages, maintains, and supports a wide variety of desktop endpoint systems and associated components, including printers, peripheral devices, terminals, communications equipment, cables, and modems; loads and verifies operating systems and software packages, which include office suite applications, electronic mail and scheduling software; displays, through practical application, skills in Customer Service and PC repair; utilizes remote tools to provide customer service while not being physically present; assists in providing customer training for equipment and software within the scope of business operations and provides technical support to the County's user community as directed; performs network switch port analysis, logs into switches, and verifies link speed and duplex settings; performs advanced network troubleshooting using industry standard network tools and services. These include but are not limited to; ping, traceroute, nslookup, DNS, and DHCP; performs troubleshooting and deploys software package across VLAN topologies; builds MST files for MSI packages, builds MSI packages for unpackaged software, and deploys MSI packages; creates ODBC data sources for common database types; creates and deletes user accounts in a directory services environment and queries directory service to find specific accounts; works independently; manages small-scale projects involving team members; manages the desktop infrastructure within Shasta County and is responsible for the management of and provide training for enterprise-wide server software such as, but not limited to, antivirus software, desktop encryption software, Microsoft WSUS, and desktop management software; manages Microsoft Group Policy settings including the creation, deletion, design, and permission on Group Policy objects; provides technical guidance and lead direction to the DSE I position; provides third-tier support for IT Technician job class; performs advanced research on technical items; plans, designs, and implements appropriate infrastructure technologies and recommends technologies to the IT Services Manager; works cohesively as a team lead while also participating as a team member; provides excellent customer service and delivers high quality service and products in a timely manner; and gives continuing, meticulous attention to detail., The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties in this class, the employee is frequently required to stand; walk; sit; stoop; kneel. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee is occasionally required to climb or balance; crouch or crawl. The employee must regularly lift and/or move up to 15 pounds, frequently lift and/or move up to 30 pounds, and occasionally lift and/or move more than 75 pounds. Specific vision abilities required by this job include close vision and color vision and the ability to adjust focus. Work can occur in tight places that are dirty in which the employee may have to crawl. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Some positions while performing the duties of this job normally work in outside weather conditions; other positions are in an indoor, climate-controlled environment normally kept cooler than usual. Some positions occasionally work near moving mechanical parts and are occasionally exposed to the risk of electrical shock. The noise level in most work environments is usually moderate. OTHER CONSIDERATIONS

• All new employees are required to have their paycheck directly deposited to a bank account.

• Some positions may require a valid California driver's license and acceptable driving record according to County policy.

• Reasonable accommodations may be made for those persons who are disabled under the Americans with Disabilities Act to perform the essential functions of the position.

• As part of the selection process, all individuals provided with a preliminary offer of employment with Shasta County will be subject to a background investigation, including a criminal history check (primarily completed through the taking of fingerprints). An image of your fingerprints will be captured and sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history, (if any), will be evaluated along with the other information received in connection with your application. Except as otherwise required by law, a criminal conviction will not necessarily disqualify you from the position. The nature of the offense, the date of the offense, the surrounding circumstances, and the relevance of the offense to the position applied for may, however, be considered.

• Based on the results of the background investigation and criminal history check, applicants may then be provided with an offer of employment conditioned on the results of a medical examination, which includes drug/alcohol testing.

• Shasta County participates in E-Verify. For more information visit DOJ Right to Work Poster (Download PDF reader). If you do not have internet access, contact Personnel at (530) 225-5515 to request a flyer.

• In accordance with Government Code Section 3100, County employees, in the event of a disaster are considered disaster workers and may be asked to respond accordingly.

• Positions in this classification are covered by a collective bargaining agreement between the County and the United Public Employees of California (UPEC - General)., Applicants will be screened and those considered best qualified will be invited to appear for an oral and/or written examination. Meeting the announced requirements does not guarantee inclusion in the selection process. Depending upon the number of applications received, the selection process may consist of additional application screening, written and/or practical exam(s), oral interview, or any combination thereof. Veterans' Credit: Veterans (as defined by California Government Code section 18973) who have been discharged from military service under conditions other than dishonorable and who receive a passing score on all components of the employment examinations (up to and including oral examinations) shall receive credit for an additional five points to be added to their final examination score. To be considered for this credit, a veteran must provide a copy of his or her discharge document (DD-214 or equivalent) and information as to the type of discharge (honorable, dishonorable, etc.) with the employment application on or before the final filing date. Applicants are encouraged to apply online at www.ShastaCountyCareers.com or submit an application to the Shasta County Personnel Office. Arrangements may be made to accommodate applicants with disabilities. Requests for accommodations may be made to the Shasta County Personnel Office by the filing deadline posted on this bulletin. Shasta County does not discriminate on the basis of disability. If you feel you are being denied service based on a disability, our ADA Coordinator may be reached at (530) 225-5515; relay service (800) 735-2922; fax (530) 225-5345. Shasta County will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Shasta County is concerned about a conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Act by visiting Fair Chance Act | CRD.

Do you have a valid Driver's License license?, Do you have experience in Word processing?, Do you have a Associate's degree?, The ideal candidate for this position has an Associate's degree in a related field of study, four or more years of hands-on desktop support, has current Microsoft Certified Solution Expert (MCSE), and/or Microsoft Certified Solutions Associate (MCSA) certification; and has experience in the following:

• Administration/Management of County desktop environment with management tools, such as MECM, Intune, SCCM.

• Enterprise level management of Anti-Virus/Malware solutions.

• Tier Three Technical Support and Troubleshooting, working to resolve highly technical issues.

• Preparing formal written reports documenting troubleshooting, analysis, and project management activities.

• PC imaging and software packaging technologies.

• VDI management and support.

• Tier Three Active Directory and Group Policy experience.

• Network Troubleshooting., Any combination of education and experience sufficient to directly demonstrate possession and application of the following in the specialized areas within the series: IT DESKTOP SUPPORT ENGINEER I: Knowledge of: Operation of personal computers, PC Operating Systems, PC Printers, and peripherals including diagnostic and troubleshooting techniques; Microsoft MSI technology, including the creation of MSI files, MST files, and merge modules; VLAN technologies and how they impact communications between desktop endpoints; software tools used to remotely support personal computers; technical terminology as applied to computer operations; standard office software such as word processing, spreadsheet and email applications; general principles of operation of centralized computer systems and related equipment; network design principles and troubleshooting techniques; Enterprise PC imaging technologies; Enterprise software deployment technologies; custom queries in CMPivot and PowerShell; virtual desktop technologies; desktop endpoint protection, detection, and remediation technologies and techniques; ODBC data sources; principles of account management in a Microsoft Active Directory environment; asset management, and change control processes; project management techniques; MSI technology; antivirus software management; patch management; troubleshooting techniques utilizing the OSI 7-layer model; network service protocols such as DNS, DHCP, SSH, SMTP, LDAP directory services and client/server communication; wireless communications technologies; and research techniques for technical problems. Ability to: Work under general supervision by planning and coordinating personal workloads; operate various centralized computer systems and related peripheral and auxiliary equipment; install, configure and troubleshoot personal computer hardware and software and peripheral equipment; actively promote adherence to County computing and information systems policies; provide limited disk recovery assistance to customers; perform arithmetical computations; answer support calls in a professional and courteous manner; maintain logs, inventories and other required paperwork for certain positions; demonstrate clear and concise oral and written communication skills including the ability to communicate effectively with other technical staff and customers; demonstrate appropriate time management and organizational skills; perform as a Lead during projects involving other IT staff; troubleshoot hardware, software or other problems within specified area and take appropriate corrective action; work effectively and cooperatively as a member of a team and with those contacted in the course of work; interpret and follow both verbal and written instructions accurately and pay attention to the quality of work produced; effectively use communication tools such as telephone, voicemail, email, internet, intranet and others as required; assess causes of systems failures and initiate corrective action; prepare written reports for the IT Supervisor; plan, design, and implement Active Directory object hierarchies according to industry best practices; provide excellent customer service to clients; serve as a mentor for other staff. IT DESKTOP SUPPORT ENGINEER II: Knowledge of: Operation of personal computers, PC Operating Systems, PC Printers, and peripherals including diagnostic and troubleshooting techniques; Microsoft MSI technology, including the creation of MSI files, MST files, and merge modules; VLAN technologies and how they impact communications between desktop endpoints; software tools used to remotely support personal computers; technical terminology as applied to computer operations; standard office software such as word processing, spreadsheet and email applications; general principles of operation of centralized computer systems and related equipment; network design principles and troubleshooting techniques; Enterprise PC imaging technologies; Enterprise software deployment technologies; custom queries in SQL/WQL, CMPivot, Regex, WMI and PowerShell; virtual desktop technologies; desktop endpoint protection, detection, and remediation technologies; threat detection response including client health, event triage, and threat hunting techniques; ODBC data sources; principles of account management in a Microsoft Active Directory environment; asset management, and change control processes; project management techniques; MSI technology; antivirus software management; patch management; Microsoft Group Policy; troubleshooting techniques utilizing the OSI 7-layer model; network service protocols such as DNS, DHCP, SSH, SMTP, LDAP directory services and client/server communication; wireless communications technologies; and research techniques for technical problems. Ability to: Work under general supervision by planning and coordinating personal workloads; operate various centralized computer systems and related peripheral and auxiliary equipment; install, configure and troubleshoot personal computer hardware and software and peripheral equipment; actively promote adherence to County computing and information systems policies; provide limited disk recovery assistance to customers; perform arithmetical computations; answer support calls in a professional and courteous manner; maintain logs, inventories and other required paperwork for certain positions; demonstrate clear and concise oral and written communication skills including the ability to communicate effectively with other technical staff and customers; demonstrate appropriate time management and organizational skills; perform as a Lead during projects involving other IT staff; troubleshoot hardware, software or other problems within specified area and take appropriate corrective action; work effectively and cooperatively as a member of a team and with those contacted in the course of work; interpret and follow both verbal and written instructions accurately and pay attention to the quality of work produced; effectively use communication tools such as telephone, voicemail, email, internet, intranet and others as required; assess causes of systems failures and initiate corrective action; prepare written reports for the IT Supervisor; plan, design, and implement Active Directory object hierarchies according to industry best practices; provide excellent customer service to clients; and serve as a mentor for other staff. MINIMUM QUALIFICATIONS It is the responsibility of applicants to identify in their application materials how they meet the minimum qualifications listed below. IT DESKTOP SUPPORT ENGINEER I: The equivalent of an associate's degree from an accredited college or university AND four (4) years of experience comparable to an Information Technology Technician with Shasta County. Any combination of relevant education, certifications, and work experience may be substituted for the required education on a year-for-year basis. CompTIA Network+ and the MCSE, MCSA, and MCP certifications are desired. IT DESKTOP SUPPORT ENGINEER II: The equivalent of an associate's degree from an accredited college or university, two (2) years of full-time experience, AND satisfactory performance as an Information Technology Desktop Support Engineer I with Shasta County or equivalent position, AND four (4) years of experience comparable to an Information Technology Technician with Shasta County. Any combination of relevant education, certifications, and work experience may be substituted for the required education on a year-for-year basis. CompTIA Network+ and the MCSE, MCSA, and MCP certifications are desired. SPECIAL REQUIREMENTS IT DESKTOP SUPPORT ENGINEER I/II: Possession of a valid California driver's license. SUPPLEMENTAL QUESTIONS Responses to the following must be submitted with a completed application.

Do you possess an associate's degree from an accredited college or university? Yes / No If "Yes," please indicate the type of degree you received and the college you received it from. If "No," type N/A.

• Do you possess four (4) years of experience comparable to an Information Technology Technician with Shasta County? Yes / No If "Yes," please provide details including, but not limited to, employers, dates of employment, and job duties. If "No," type N/A.
• Do you possess two (2) years of full-time experience and satisfactory performance as an Information Technology Desktop Support Engineer I with Shasta County or equivalent position? Yes / No If "Yes," please provide details including, but not limited to, employers, dates of employment, and job duties. If "No," type N/A.
• Select any certifications that you currently possess. (Select all that apply.), * Do you possess experience administering endpoints utilizing SCCM, MECM or Intune? Yes / No
• Do you possess experience administering endpoint security solutions? Yes / No
• I acknowledge this position requires a valid California driver's license. Yes / No

Pulled from the full job description

• Health insurance
• Vision insurance
• Dental insurance
• Flexible spending account
• Life insurance
• Employee assistance program
• Paid holidays