Infrastructure Solutions Specialist

Job Description

CLASSIFICATION DETAILS

As part of our total benefit package, Macomb County proudly offers medical, dental, and vision coverage with no monthly premiums and effective the first day of employment. To learn more about Macomb County benefit offerings click here.

DEPARTMENT: Information Technology

HIRING AUTHORITY: Chief Information Officer

FLSA STATUS: Exempt – Overtime pursuant to collective bargaining agreement

EMPLOYMENT RELATIONSHIP: Just cause subject to probation period

CURRENT HOURS AND STARTING TIME: Full-time (37.5 hours per week) position. The starting time for this position is currently 8:30 a.m. and is an on-site position.

JOB SUMMARY:

Under the supervision of the Infrastructure Manager, this position provides a comprehensive range of technical solutions; network designs, installation, administration, maintenance and support functions for both hardware and software; Cyber Security configuration and support;troubleshooting network issues and usage; performs system backups and disaster recovery functions; and provides technical and end-user support for workstation hardware and software products.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Provides support, diagnosis and resolution of incidents received from client departments or from the IT department resources through immediate evaluation and diagnosis to implement appropriate corrective actions.

Develops, maintains, and ensures security compliance with established hardware and software design, installation and support processes and standards. Maintains appropriate patch and compliance levels on all network hardware to include research, testing, installation and troubleshooting issues if necessary.

Oversees and/or performs network security administration activities to include documenting procedures, monitoring for illegal system accesses, assigning/removing network ids, establishing VPN/remote access, supporting surveillance camera systems, ensuring routine password updates by all network users and establishing file protection levels, as well as supporting the security team in technical functions.

Develops and implements backup procedures; develops, tests and documents disaster recovery procedures.

Works within IT departmental policies and standards for production implementation, documentation format, methodology, techniques and tools, and related procedures including making recommendations for improvements as well as making updates to documentation as needed.

Establishes client relations between the IT department and other County departments through gaining a base level understanding of departmental business processes and making process improvement suggestions through improved technical solutions.

Works with other divisions within IT to escalate and resolve incidents and service requests as needed.

Acts as a vital resource on new project and system implementation teams.

Provides on-site and remote IT customer service and IT phone support for all County staff and other municipalities where contracted services have been established.

Places, tracks, and documents support calls to third-party service providers for network, workstations, end-user devices, and software; resolves issue and documents resolution within service desk system.

Utilizes the service desk system to communicate the status of incidents or service requests withall appropriate IT and client resources.Updates incident ticket and/or service request within the service desk systems with progress notes.

Resolves issues in a timely manner and works within service level response time established by the IT department.

Assists in the product evaluation of new technology that may be needed by the client community and/or IT.

Develops and executes test plans, remediates issues and provides ongoing support for that technology.

Maintains and increases knowledge of Information Technology through attendance of seminars, workshops and other media to stay current and drive new solutions.

Participates in network on-call rotation with other team members to provide 24×7 support.

Performs related duties as assigned.

QUALIFICATIONS

A minimum of one of the following:

• Bachelor’s degree in Information Technology or a related field from an accredited college and at least three (3) years of experience in Information Technology
• Associate’s degree (or a minimum of 60 completed credit hours) in Information Technology or a related field from an accredited college and at least seven (7) years of experience in Information Technology
• High school diploma or GED equivalent and active industry certification in Information Technology and at least nine (9) years of proven networking experience in Information Technology

Preferred Education and Experience

• Experience with Cisco, Checkpoint, and Microsoft Servers

Required Licenses or Certifications

• Possession of a valid Michigan driver’s license and operable, insured automobile for authorized travel

COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES

Knowledge of:

• Cisco catalyst switches, software defined networking, unified communications, and wireless systems
• System interfaces and its network impact
• Checkpoint firewalls
• Microsoft operating systems
• Microsoft Office Suite products

Skill in:

• Performing network security administration
• Identifying solutions and opportunities for improvement
• Navigating complex business scenarios and clients
• Researching and logically identifying solutions and opportunities for improvement
• Presenting business information to various levels of staff
• Utilizing root cause analysis and corrective action
• Providing a high level of customer satisfaction and quality deliverables
• Delivering assignments on time

Ability to:

• Assess interface design/requirements and provide guidance and direction on implementation and support
• Document clear and concise procedure documentation
• Proactively address issues while being both action and solutions oriented
• Work independently to support multiple projects and/or work assignments
• Communicate clear and concise technical and non-technical written and oral presentation
• Research and present solutions based on their strengths and weaknesses
• Establish and maintain effective service-oriented relationships with co-workers, elected officials, executive office, department heads, and vendors
• Accurately carry out oral and/or written instructions timely and with quality
• Strategically drive cost justified solutions and show measurable business value
• Contribute and support a continuous improvement work environment
• Mentor peers and other supporting team members
• Resolve problems with solutions that address the root cause
• Identify and recommend job related improvements
• Conduct oneself with tact and courtesy
• Adhere to IT policies and procedures
• Work in an environment which embraces the County’s Dignity Campaign
• Effectively speak, write and understand the English language
• Effectively speak, write and understand a language other than English is preferred
• Accurately organize and maintain paper documents and electronic files
• Maintain the confidentiality of information and professional boundaries
• Work well in a cross functional team environment
• Work independently

WORK ENVIRONMENT/CONDITIONS

The work environment and exposures described here are representative of those an employee encounters while performing the essential functions of this job.

 N/S=Never/Seldom    O=Occasionally   F/C= Frequently/Continuously

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

N/S=Never/Seldom    O=Occasionally   F/C= Frequently/Continuously

GENERAL REQUIREMENTS AND DISCLAIMERS

Complies with P.A. 390, as amended, known as the State’s Emergency Management Act and the County’s Emergency Management resolution as well as all related plans, policies and procedures covered by those statutes.

The intent of this job description is to provide a representative summary of the major duties
and responsibilities performed by employees in this job. Employees may be requested to
perform job-related tasks other than those specifically presented in this description.

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment amongst other possible accommodations.

The Technical, Professional and Officeworkers Association of Michigan (TPOAM) – Information Technology Employees Association bargaining unit represents this position. Therefore, there may be contract language which could require consideration in the selection process.