What are the responsibilities and job description for the Sr. Unified Helpdesk Engineer position at Prince William Public Libraries?
Prince William County Department of IT is dedicated to providing exceptional services to our customers. We value innovation, integrity, and excellence in everything we do. We are actively seeking a motivated and enthusiastic Sr. Unified Enterprise Helpdesk Engineer to join our team. Your role will be crucial in ensuring our customers receive exceptional service, solving problems, and providing a positive experience with every interaction. Your contributions will be highly valued and integral to our operations.
The Prince William County Communication and Infrastructure Division is a highly motivated organization seeking to improve IT services. We promote a collaborative team environment that embraces change. If you are a team player who thrives in a fast-paced work environment and is not afraid of a challenge, Prince William County could be the right place for you.
About This Role
What you will do:
Minimum Requirements
High school diploma or G.E.D. and 7 years of related experience.
Preferences
All employees considered for hire by the Department of Information Technology must pass a thorough Background Investigation (to include Police Background Investigation) and have a clean driving record.
Work Schedule
This position is classified as exempt with the expectation that the candidate will complete duties within the time frame required. The standard workweek is 37.5 hours, Monday – Friday between the hours of 8:00 am to 5:00 pm. After-hours and weekend work are occasionally necessary to provide services that cannot be performed during normal business hours. This is a telework eligible position that may revert to in-office scheduling if business needs change.
Starting Salary Range: $91,162.50 – $121,836.00
Note
The above position description is intended to represent the key areas of responsibilities specific to this role. To view the class description in its entirety, please click here.
Prince William County is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the County will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.
The Prince William County Communication and Infrastructure Division is a highly motivated organization seeking to improve IT services. We promote a collaborative team environment that embraces change. If you are a team player who thrives in a fast-paced work environment and is not afraid of a challenge, Prince William County could be the right place for you.
About This Role
What you will do:
- Provide Level 2/3 support for hardware and software issues, ensuring minimal disruption to end-user productivity.
- Diagnose and resolve complex technical problems, escalating issues to specialized teams when necessary.
- Monitor and manage helpdesk tickets, ensuring timely response and resolution according to service-level agreements (SLAs).
- Maintain and troubleshoot desktop and mobile devices, operating systems, and applications, including remote support for distributed teams.
- Collaborate with other IT teams to identify and resolve recurring technical issues and implement long-term solutions.
- Analyze customer service performance metrics and generate reports to assess team productivity and identify areas for improvement.
- Stay up-to-date on industry trends, technologies, and best practices related to IT service management.
- Foster a positive work environment that promotes teamwork, professionalism, and continuous learning.
- Manage vendor relationships and contracts for software, hardware, and support services.
- Ensure compliance with company policies, procedures, and security standards in all customer service activities
- Act as the escalation point for junior helpdesk staff, providing guidance and expertise to resolve challenging issues.
- Assist in training and mentoring helpdesk team members on new technologies and best practices.
- Lead by example in delivering exceptional customer service and technical solutions.
Minimum Requirements
High school diploma or G.E.D. and 7 years of related experience.
Preferences
- 5 years of experience with Microsoft applications and patch management
- 5 years of experience with Microsoft System Center Configuration Manager (SCCM)
- 3 years of experience with MacOS configuration and patch management
- 3 years of experience with Service Now or other ticketing systems
- 3 years of experience with InTune or other device management software
- 2 years of experience with Rapid 7 or other security compliance software
- Network Plus and Security Plus Certification
All employees considered for hire by the Department of Information Technology must pass a thorough Background Investigation (to include Police Background Investigation) and have a clean driving record.
Work Schedule
This position is classified as exempt with the expectation that the candidate will complete duties within the time frame required. The standard workweek is 37.5 hours, Monday – Friday between the hours of 8:00 am to 5:00 pm. After-hours and weekend work are occasionally necessary to provide services that cannot be performed during normal business hours. This is a telework eligible position that may revert to in-office scheduling if business needs change.
Starting Salary Range: $91,162.50 – $121,836.00
Note
The above position description is intended to represent the key areas of responsibilities specific to this role. To view the class description in its entirety, please click here.
Prince William County is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the County will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.
Salary : $91,163 - $121,836
