Information Technology Tech III

Join the Park Authority and our nationally recognized team of professionals! The Fairfax County Park Authority (FCPA) is seeking an experienced IT Help Desk Operations Manager 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 manage the daily operations of a dedicated team of technicians and analysts, providing technical support in a fast-paced dynamic IT environment. Under general direction of the Endpoint Support Manager, your responsibilities will include help desk staff management, ticket assignment and prioritization, and providing tier 3 technical support to agency users via phone, online, and in person. You will manage a team of technicians providing 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 lead projects such as hardware rollouts and software installations and upgrades.

Key Responsibilities

• Manages IT Help Desk staff schedules and workloads.
• ITSM ticket assignment, prioritization, and escalation.
• Provides technical support and troubleshooting of issues escalated from tier 2.
• Ensures IT Help Desk is meeting established SLAs.
• Documents troubleshooting steps and resolutions in the agency ITSM system and ensures technicians are doing the same.
• 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 and leads agency IT projects including hardware and software deployments.

• Performs complex problem diagnosis and resolution for customers using the mainframe, LAN's, PC's, and printers on the County's enterprise system;
• Provides on-line technical support using a variety of automated tools;
• Responds to requests for information, troubleshoots problems, and directs callers to other designated staff as needed;
• Provides proactive notifications regarding outages, system changes, and problem recovery;
• Maintains written and oral communications with customers, technical support staff, and management using e-mail, internet, pagers, telephone, and technical support software alert features;
• Applies established priority levels to customer requests for service to ensure business objectives are met;
• Refers to service level agreements to set expectations for services and time frames for service delivery;
• Maintains a working knowledge of the latest technical procedures and practices related to systems operation and performance, capacity issues, and telecommunications techniques;
• Learns diagnostic and error messages for common problems and routine operations on PC, network, and mainframe platforms;
• Conducts training sessions and cross-trains for other technical services positions to update and expand knowledge and skills;
• Performs research on problem resolution;
• Updates and documents new solutions on databases;
• Assists in identifying trends and performing root cause analysis for systems problems;
• May plan, organize, coordinate, assign, and evaluate the work of lower level technicians;
• Provides work counseling, guidance, assistance, and training as needed;
• Provides assistance to other staff as needed;
• Provides guidance, training, and technical assistance to less experienced technicians;
• Performs back-up system administration duties and assists in maintaining security controls;
• Adds, deletes, updates, catalogs, and indexes technical on-line library.

• Considerable knowledge of a variety of automated tools for diagnosing and solving information system problems;
• Considerable knowledge of personal computers and personal computer software application packages and development products;
• Considerable knowledge of personal computer, network, and mainframe interface;
• Ability to communicate technical ideas clearly and effectively, both orally and in writing;
• Ability to provide support and technical assistance to computer users;
• Ability to perform complex personal computer system troubleshooting, both on software and hardware problems;
• Ability to implement or coordinate equipment repairs and solve software problems;
• Ability to read and interpret technical manuals used in the assembly, installation, repair, and operation of information systems equipment;
• Ability to provide guidance, training, and technical assistance to less experienced technicians;
• Ability to maintain records and write reports;
• Ability to supervise lower-level technicians.

• At least 9 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 or functioning as the team-lead in help desk operations in a government or large organization.
• At least 5 years' experience with point-of-sale hardware and software including receipt printers, cash drawers, barcode scanners, and credit card payment terminals.
• At least 5 years' experience in the use of an ITSM or IT ticketing system.
• At least 5 years' 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 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.