ENDPOINT SUPPORT ENGINEER

Minimum Qualifications:

Bachelor's Degree in Information Technology, Information System, Computer Science or related field; supplemented by two years of IT experience, Comp TIA A+, Net+ or CTS preferred. Strong communication, collaboration, and customer service skills preferably with experience in a customer service role)

Specific License or Certification Required: Must possess and maintain a valid Georgia driver's license or proof of mobility equivalent may be requested.
 
Specific Knowledge, Skills, or Abilities: Must be able to demonstrate proficiency in performance of the essential functions and learn, comprehend and apply all county or departmental policies, practices and procedures necessary to function effectively in the position. Has thorough knowledge of operating system, networking, hardware and software. Possess strong communication and collaboration skills, with county employees, IT support staff and upper management.

Veterans’ Preference:

Qualifying veterans will be given preference in the form of a guaranteed invitation to interview for any position to which they applied and have been found to have met the minimum qualifications. Veterans’ preference provides for hiring preference on initial appointment only. To see the full Fulton County Veterans’ Preference Policy and Procedure, please click here.

Examination:
The examination will consist of a review of education and experience, accomplished by analysis of the application. Application must document that the applicant possesses the minimum knowledge, skills, education and experience as listed to be rated as eligible. If selected, an official, accredited college transcript is required, at time of employment, for all degrees/coursework used to qualify for this position.

ALL APPLICATIONS MUST BE COMPLETED IN FULL BEFORE THEY ARE SUBMITTED. PLEASE REVIEW ALL APPLICATIONS FOR ACCURACY AND MAKE ALL CORRECTIONS BEFORE SUBMITTAL BECAUSE ERRORS CAN RESULT IN NOT MEETING THE MINIMUM QUALIFICATIONS. ADDITIONAL INFORMATION WILL NOT BE ACCEPTED AFTER APPLICATIONS ARE RECEIVED BY THE  DEPARTMENT OF HUMAN RESOURCES MANAGEMENT.Purpose of Classification:

The purpose of this classification is to provide 2nd level support for desktop, laptops, tablets and audio visual technology devices provisioned to Fulton County facilities, employees and citizens. This position will be responsible for troubleshooting and resolving issues on these devices, as well as ensuring the performance, functionality and integrity of all devices are maintained.
 
Essential Functions:

The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.
 
Responds to service desk incidents for endpoint devices (personal computers, tablets, printers and audio visual equipment) not resolved by level 1 service desk analysts; Diagnoses and resolves issues reporting through the IT help desk for end point devices provisioned by Fulton County IT; Escalate incidents to the Service Desk Manager and/or the Technical Operations Manager to ensure issues are resolved in a timely manner; assesses systematic issues to the attention of management and assists in developing and implementing proactive configuration or design changes; Manages and configures of endpoint management software; installs and configures endpoint management software, test & verifies endpoint images to be deployed by endpoint management software.
 
Perform upgrades, patching and configuration of endpoint devices through the use of management tools such as SCCM and Airwatch; Develops and test endpoint configuration changes and upgrades procedures and packages utilizing endpoint management software; applies upgrades and configuration changes to endpoint devices utilizing endpoint management software.

Develop job aides for service desk technicians; analyzed common incidents and develops job aids for 1st call resolution or diagnosis; Reviews and trains Service desk staff on the use of job aides; Maintains advanced knowledge of PC and Mac operating systems and general competency with office-related technology devices (e.g. printers, scanners, mobile devices) proven knowledge of Android and/or iOS mobile operating systems; Prepare, evaluate and submit service desk, cost estimates, systematic issues related reports.
 
Correct/diagnose root causes of an endpoint devise problem and implement the proper solution, properly assess the impact and criticality of the reported problem; Recognizes when a reported problems is an indication of a systematic issue not related to the personal computer and refer it to the appropriate support staff; Identify errors in system management tools and the impact all the endpoint devices managed by the software and potentially all such devices in the organization.
 
Stays abreast of laws, rules regulations and standards such as IETF, PCI, HIPPA, FISMA and NIST; Operates computer software to edit, review, analyze, report manage, or modify data, utilize word processing, spreadsheet, database, desktop configuration and application deploy windows images and desktop applications.
 
Additional Functions:

Performs other related duties as required.

For Applicants With Prior Military Service:

We strongly encourage veterans, prior military and transitioning service members to apply. Many of the competencies and transferable skills developed through military service directly support success in this role, including:

Technical Troubleshooting and Problem Resolution
Ability to diagnose, analyze, and resolve complex hardware, software, operating system, peripheral, and endpoint technology issues, including identifying root causes and determining when problems require escalation.

Endpoint Systems Configuration and Maintenance
Ability to install, configure, maintain, patch, upgrade, and support endpoint devices and associated management technologies while maintaining system performance, functionality, and integrity.

Customer Service and Technical Communication
Ability to provide responsive technical support, communicate technical information clearly to users and support personnel, document solutions, and develop guidance or job aids that improve service delivery.

Adaptability and Operational Problem Solving
Ability to respond effectively to changing technologies, priorities, and operational requirements; recognize broader or systemic technology issues; and apply appropriate solutions while following established standards and procedures.

Performance Aptitudes:
 
Data Utilization: Requires the ability to evaluate, assign work, review, audit, deduce, and/or assess data using established criteria. Includes   exercising discretion in determining actual or probable consequences and in referencing such evaluation to identify and select alternatives.
 
Human Interaction: Requires the ability to work and communicate will with others, consult with other information technology professional; must be smart, creative, inventive and proactive to coordinate applications, programs and problems associated with the responsibilities of the job. Often represents the department and/or organization when dealing with others.
 
Equipment, Machinery, Tools, and Materials Utilization: Requires the ability to operate and control the actions of equipment and machinery, requiring the monitoring, adjustment, regulation, and/or setting of multiple conditions.

Verbal Aptitude: Requires the ability to utilize a wide variety of reference, descriptive, advisory and/or design data and information.

Mathematical Aptitude: Requires the ability to perform addition, subtraction, multiplication and division; ability to calculate decimals and percentages; may include ability to perform mathematical operations with fractions; may include ability to compute discount, interest, and ratios; may include ability to calculate surface areas, volumes, weights, and measures.

Functional Reasoning: Requires the ability to apply principles of influence systems, such as motivation, incentive, and leadership, and to exercise independent judgment to apply facts and principles for developing approaches and techniques to resolve endpoint device problems.

Situational Reasoning: Requires the ability to exercise judgment, decisiveness and creativity in situations involving the evaluation of information against sensory, judgmental, or subjective criteria, as opposed to that which is clearly measurable or verifiable.
 It is the policy of Fulton County that there will be equal opportunity for every citizen, employee and applicant, based upon merit without regard to race, color, religion, national origin, gender, age, genetics, disability or sexual orientation.