Endpoint Support Manager (Network/Telecom Analyst III)

Join the Park Authority (FCPA) and our nationally recognized team of professionals! This position will work as 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 provide strategic management for a team of IT professionals delivering technical support to the Fairfax County Park Authority in a fast-paced diverse IT environment. Under general direction of the IT Program Manager, you will have overall responsibility for the technical support provided to agency staff in person, over the phone, online, and via self-help options. You will oversee a team of technicians providing support for a dynamic environment consisting of desktop computers, laptops, point of sale workstations and peripherals, printers, mobile devices, and IoT hardware at multiple sites throughout Fairfax County. You will administer the agency's ITSM solution and serve as the lead technical support resource for agency Windows servers, IT systems, and network infrastructure. The ideal candidate will be a strong leader able to provide strategic direction for the Endpoint Support section and have broad knowledge of multiple IT disciplines. Key responsibilities include:

• Manages a team of IT professionals including the agency IT Help Desk.
• Administers the agency's ITSM solution.
• Manages the agency's self-help resources including an intranet site consisting of user guides, FAQs, and other end user documentation.
• Manages the agency's IT hardware and software inventory.
• Administers Windows servers and other IT systems.
• Communicates effectively with users and other IT staff.
• Participates in agency IT planning, COOP, CIP, and Disaster Recovery planning.
• Ensures compliance with county IT policies and procedures.
• Leads agency IT projects including hardware and software deployments and network infrastructure projects.
• Researches, evaluates, and implements endpoint hardware and software technologies supporting business needs.

(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.)

• Provides administration of a super server network or multiple network servers;
• Plans and implements network security and data administration;
• Installs, configures, and upgrades network operating systems and equipment and LAN applications;
• Designs and implements data backup strategies;
• Troubleshoots network problems and supports client work stations;
• Plans, analyzes, designs, models, tests, evaluates, installs, troubleshoots and maintains network/telecommunication system infrastructure and deals with technically complex and difficult infrastructure problems and issues;
• Prepares training guides and supplemental troubleshooting documentation for infrastructure problems;
• Provides guidance and training to less experienced staff;
• Writes general work plans and status reports for projects and presents plans to management;
• Coordinates efforts with outside agency information technology personnel in the planning of joint network projects;
• Researches, evaluates, and tests new technologies for existing and proposed network/telecommunication systems; performs third level technical support for system problems;
• Prepares technical specifications for new projects;
• Reviews and recommends changes as necessary;
• Assists with the development, review, and recommendation for award of service related contracts;
• Works with contractors and vendors;
• Assures compliance with contracts and established standards;
• Coordinates projects and activities with other county staff and outside contractors;
• Evaluates existing service levels;
• Recommends enhancements as needed;
• Provides technical consulting services to agencies in the evaluation, selection, and
• implementation of new and emerging network/telecommunication technologies with regard to solutions to program needs and business activities;
• Provides technical assistance to agency staff in troubleshooting problems in existing systems;
• Plans and manages projects, including developing and managing the budget;
• Performs system and cost-benefit analysis;
• Develops project scope and schedules;
• Procures necessary hardware and software;
• Manages project staff and provides technical guidance as needed;
• Oversees vendor support and ensures timely completion of project;
• Performs diagnostics on suspected faulty components and initiates corrective action;
• Provides training to other staff as needed;
• Develops and implements disaster recovery procedures and plans;
• Develops, implements, and maintains system operating procedures and ensures that all
• procedures are followed;
• Represents the agency and/or County at committee and task force meetings involving other agencies;
• Provides technical assistance and resources to other staff as needed.

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

• Considerable knowledge of a wide variety of hardware and software, cabling, power requirements, ancillary equipment, etc. related to network operations and telecommunications systems;
• Knowledge of project management techniques and processes;
• 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 provide guidance, training, and technical assistance to users and other staff;
• Ability to oversee, monitor, and maintain network and telecommunications operations;
• 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.

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's degree in computer science, electrical engineering, electronics, or a related field; plus, four years' network and/or telecommunications experience; or a bachelor's degree in such fields; plus, two years' experience in network or telecommunications system design, analysis, installation, and troubleshooting.

PREFERRED QUALIFICATIONS:

• At least 10 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.
• At least 5 years' experience managing IT staff in a government or large organization.
• Experience in the use and management of an ITSM or IT ticketing system.
• Experience with point-of-sale hardware and software including receipt printers, cash drawers, barcode scanners, and credit card payment terminals.
• Experience in IT inventory management.
• Excellent communication skills and the ability to translate technical terms to non-technical users.
• Excellent attention to detail and record keeping skills.
• Experience writing user guides and other technical documentation.
• Experience windows server and IT system administration.
• Experience with basic network concepts such as TCP/IP, Wi-Fi, switches and routers.

Fairfax County is home to a highly diverse population, with a significant number of residents speaking languages other than English at home (including Spanish, Asian/Pacific Islander, Indo-European, and many others.) We encourage candidates who are bilingual in English and another language to apply for this opportunity.