Job Summary
This exempt level position will, under the direction of the IT Manager, be the team lead for implementing, monitoring, maintaining, and troubleshooting software and hardware systems in the Town of Little Elm. The System Administrator III coordinates new hardware, software, consumables, and other technologies into fully functional instrumentation platforms that support the Town’s services (both internal and external). Works closely with Town departments to understand and identify computer system and equipment needs. Operates as a project lead on deployment of new applications and systems when assigned. Works within general guidelines on broadly defined projects. The System Administrator III assists in managing support requests, diagnosing and reporting problems, troubleshooting, and/or communicating problems to other support resources in a timely and responsive manner and follows up with end users to ensure issues have been resolved. Additionally, the work involves performing a variety of tasks, and occasionally requires independent judgment, discretion, and due diligence in the performance of job duties and responsibilities, as well as sound interpretation of local, state and federal policies and regulations. Advanced knowledge of server systems, especially Windows Server, VMWare and Nutanix Hyperconverged Infrastructure (HCI) platforms, server backups, and maintenance of on-premises and cloud systems are essential, along with excellent customer service skills. Ability to interface with Software as a Service (SaaS) providers in order to maintain and troubleshoot SaaS platforms is required. Preferred skills are intermediate to advanced knowledge of network operations, database management, Active Directory, and Group Policy management. The candidate must be highly motivated and strive for success by demonstrating Little Elm’s Core Values of Integrity, Customer Service, Efficiency, and Innovation.
Education/Training/Experience
- Bachelor’s degree in computer science, information technology, information science, or related field,
- AND Eight years of experience in related technology support services,
- OR an equivalent combination of education and experience (technical certifications, depending on the level of certification, may be substituted for work experience or education).
LICENSES OR CERTIFICATES
- Must be bondable.
- Must possess a valid Texas driver’s license.
- Microsoft Certified Professional (MCP), CompTIA Security+, CompTIA Server+, or other professional certification is preferred.
Language Skills
- Ability to read, write, and speak English fluently.
- Ability to respond to common inquiries or complaints from customers, regulatory agencies or authorities, or members of the local business community.
Other Skills, Abilities, & Requirements
- Ability to establish and meet deadlines.
- Excellent customer service.
- Self-motivation and the ability to work independently in the absence of supervision.
- Ability to establish and maintain good relationships with supervisors and other personnel.
- Demonstrate a willingness to perform duties in a team environment.
- Knowledge and skill in the use of a computer and servers.
- Skills coordinating and managing multiple projects and/or assignments.
- Eight years’ increasingly responsible experience in the use of various types of computer software, office management, and/or IT administrative support functions.
- Good oral and written communication skills; and the ability to understand and carry out oral and written instructions.
- Knowledge of technological terminology typically encountered in an Information Technology environment.
- Knowledge of basic arithmetic, business letter writing and report preparation, and principles and procedures of record keeping.
- Good verbal fluency and knowledge of English grammar, punctuation, and spelling.
- Ability to work with detailed information for sustained periods of time.
- Ability to work on-call hours which will include nights and weekends.
- Ability to create and maintain technical documentation and teach others the skills contained within that documentation.
REASONING ABILITY
- Ability to interpret a variety of instructions furnished by management in written, oral, diagram, or schedule form.
- Comprehensive ability to disseminate information quickly and perform tasks under pressure with short deadlines.
PHYSICAL DEMANDS
The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to operate various machines and/or equipment; and reach with hands and arms. The employee frequently is required to talk and hear. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to fifty (50) pounds and be able to push and pull up to eighty (80) pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described herein are representative of those an employee encounters while performing the essential functions of this job. The environment is primarily office-oriented with a small amount of field work, including in server rooms and remote sites with an IT presence.
Essential Job Functions
- Procures, deploys, monitors, maintains, and troubleshoots server systems and applications residing on those servers.
- Coordinates the local troubleshooting of Software as a Service (SaaS) platforms and communicates needs and issues with the respective SaaS provider.
- Performs installation and configuration duties and related data migration, conversion, extraction and maintenance work; implements and maintains databases.
- Maintains data backups of applications and is an active participant in developing and maintaining the Town’s IT disaster recovery strategy.
- Performs analytical and technical work through enterprise systems that support assigned Town business applications.
- Works closely with Town departments as needed to understand and identify user computer system and equipment needs.
- Coordinates and collaborates with vendors on application support; ensures that the work of vendors is consistent; monitors vendors and their work using knowledge of the entire system operation.
- Develops and assists with inventory and related controls for all computer equipment.
- Ensures that Windows-based workstations and servers comply with established policies, standards, licensing agreements, and configuration guidelines.
- Maintains knowledge of Windows server and desktop operating systems.
- Assists in troubleshooting network connectivity, including LAN, broadband and VPN, 802.11 wireless and cellular-based internet services.
- Provides backup support in Cisco Unity and Meraki network environment.
- Provides day-to-day technical support to employees for network infrastructure and internal desktop systems software and hardware.
- Installs, upgrades, supports, and troubleshoots printers, computer hardware, and any other authorized peripheral equipment.
- Assists with installation of all new software for each department as may be required.
- Assists with Town-related special projects.
- Resolves IT helpdesk tickets and performs IT Desktop Support Specialist duties as needed.
- Has knowledge of police/fire RMS systems.
- Has knowledge of Panasonic Toughbook/Getac/HP/Dell laptop systems.
- Identifies, researches, and resolves technical issues associated with all servers and workstations.
- Supports remote end-users via telephone, in person, or other means.
- Answers questions and provides information to the end users related to business systems.
- Researches and analyzes trends in local government to forecast future changes in practices, processes, and programs; explores and imports innovations from other communities for testing where they may be applicable.
E.O.E. The Town of Little Elm does not discriminate on the basis of race, color, national origin, sex, religion, age, disability or military service in employment or the provision of services.
