IT Help Desk Analyst (Network/Telecom Analyst I)

Job Announcement

Join the Park Authority and our nationally recognized team of professionals! The Fairfax County Park Authority (FCPA) is seeking an experienced IT Help Desk Analyst to be a part of one of the most highly regarded park systems in the country. With more than 25,000 acres of parkland, nine Rec Centers, eight golf courses, three lakefront parks, and more, FCPA is an exciting organization to be a part of and there are many opportunities for staff to make a difference at every level.

As a member of our IT Services Branch, you will work alongside a dedicated team of technicians and analysts, providing tier 2 support in a fast-paced dynamic IT environment. Under general direction of the help desk manager, your responsibilities will include providing technical support to agency users via phone, online, and in person. You will provide support for a dynamic environment consisting of desktop computers, laptops, point of sale workstations and peripherals, printers, and mobile devices, traveling to various park sites throughout the county as needed. Additionally, you will participate in projects such as hardware rollouts and software installations and upgrades.

Key Responsibilities

• Provides technical support and troubleshooting of issues escalated from tier 1.
• Documents troubleshooting steps and resolutions in the agency ITSM system.
• Communicates effectively with users and other IT staff.
• Identifies root causes of issues to prevent recurrence.
• Installs and configures hardware and software.
• Ensures compliance with county IT policies and procedures.
• Participates in agency IT projects including hardware and software deployments.

Illustrative Duties

(The illustrative duties listed in this specification are representative of the class but are not an all-inclusive list. A complete list of position duties and unique physical requirements can be found in the position job description.)

• Performs cable routing and termination, equipment installation and configuration, labeling, and documentation;
• Provides routine support for network and/or telecommunications functions;
• Responds to and prioritizes requests from users to provide guidance and assistance;
• Adds/deletes users;
• Proposes, develops, and implements documentation and procedures for determining and/or preventing problems;
• Assists the help desk in problem determination and solution;
• Sets up, installs, and tests hardware and peripherals at user sites;
• Installs network operating system and standard programs;
• Assists in the installation of more complex software and equipment;
• Provides basic one-on-one training to users;
• Maintains system records and documentation;
• Participates in managing network/telecommunication system upgrades, expansions, and equipment exchange;
• Reviews new technology and upgrades and makes recommendations on network/telecommunication system modifications;
• Maintains an inventory list of agency hardware and software;
• Provides assistance to other staff as needed.

Required Knowledge Skills and Abilities

(The knowledge, skills and abilities listed in this specification are representative of the class but are not an all-inclusive list.)

• Some knowledge of data and voice communications protocol and industry standards such as internet, intranet, internet security, frame relay, and data network;
• Some knowledge of communications network management and router configuration;
• Some knowledge of hardware and software, cabling, power requirements, ancillary equipment, and the like related to network operations and telecommunications systems;
• Understands the PC in a network environment;
• Understands the network environment and its operation;
• Ability to install system hardware and software;
• Ability to plan, schedule, coordinate, and manage studies, special projects and assignments;
• Ability to evaluate and make recommendations on different applications software packages;
• Ability to communicate effectively, both orally; and in writing;
• Ability to assist users in solving systems problems;
• Ability to translate technical terminology into terms understandable to management and employees;
• Ability to establish and maintain effective business relationships.

Employment Standards

MINIMUM QUALIFICATIONS:
Any combination of education, experience, and training equivalent to the following:
(Click on the aforementioned link to learn how Fairfax County interprets equivalencies for "Any combination, experience, and training equivalent to")
Possession of an associate degree in computer science, electrical engineering, electronics, or a related field; plus, two years network and/or telecommunications experience; or a bachelor's degree in such fields.

PREFERRED QUALIFICATIONS:

• At least 3 years' experience providing direct support to end users in a Microsoft Windows and Microsoft 365 environment in person and remotely via phone, email or live chat/videoconference.
• Experience with point-of-sale hardware and software including receipt printers, cash drawers, barcode scanners, and credit card payment terminals.
• Experience managing users and groups in an Active Directory environment.
• Excellent communication skills and the ability to translate technical terms to non-technical users.
• Excellent customer service skills.
• Experience in the use of an ITSM or IT ticketing system.
• Experience with basic network concepts such as TCP/IP, Wi-Fi, switches, and routers.

SELECTION PROCEDURE:
Panel interview and may include exercise.

The population of Fairfax County is very diverse where 38.7% of residents speak a language other than English at home (Spanish, Asian/Pacific Islander, Indo-European, and others) and we encourage candidates bilingual in English and a foreign language to apply to this opportunity.

Fairfax County Government prohibits discrimination on the basis of race, color, religion, national origin, sex, pregnancy, childbirth or related medical conditions, age, marital status, disability, sexual orientation, gender identity, genetics, political affiliation, or military status in the recruitment, selection, and hiring of its workforce.
Reasonable accommodations are available to persons with disabilities during application and/or interview processes per the Americans with Disabilities Act. TTY 703-222-7314. EEO/AA/TTY.

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