IT Service Engineer I

JOB SUMMARY

Provides support to end-users on enterprise applications and a variety of technical questions and issues. Assists with professional work with computer hardware, software, network systems and end user computer devices. Analyzes and responds to telephone calls, e-mails, and personnel requests for technical support. Responsible for first call resolution efforts. Provides training support of Service Desk systems. Identifies, researches, and resolves technical incidents and problems, all while ensuring high levels of customer satisfaction. Documents, tracks, escalates, and monitors service requests to ensure a timely solution. Performs other duties of a similar nature as may be required.

ESSENTIAL FUNCTIONS

- Analyzes information and troubleshoots by listening and asking questions of customers to determine staff resource, technical support level, priority levels and dispatch criteria.

- Ensures accurate interpretation and entry of information into Help Desk tracking system, as well as ensure Help Desk tickets are efficiently dispatched and routed.

- Ensures that the Help Desk Service Level Agreement is being adhered to and responsible for first call resolution efforts.

- Coordinates and assists with the configuration and installation of computer software packages, software upgrades, operating system upgrades, hardware upgrades and maintenance to meet end user needs.

- Provides first line technical support and solves user hardware and software problems or questions regarding desktop computer hardware, software,

IT Service Engineer I

enterprise system applications and end user computer devices such as iPads, tablets, and cellular phones, to minimize disruption to the user's business operation and document steps taken. Elevates technical support concerns to the appropriate parties after all potential solutions have been executed.

- Provides support and analysis to customers about phishing and other technical security issues throughout the Sewer District.

- Assists in the planning and coordinating of testing changes, upgrades, and new and standard products, ensuring systems will operate correctly in current and future environment.

- Provides training support of Service Desk systems, procedures, and guidelines to Service Delivery personnel.

- Recommends changes/upgrades to Help Desk guidelines and procedures to improve process, resolution, and/or customer satisfaction.

- Performs technical support of enterprise applications through analysis, reviews and enhancements to increase the operating efficiency or adapt to new requirements.

- Maintains and monitors high quality services of the Help Desk and the IT department through quality control methodology.

- Ensures adherence to best practices and standard operating procedures.

- Assists with plans and helps determine a logical sequence of tasks to manage assigned projects to meet end user and system needs and apply departmental project management methodologies.

- Continuously enhances awareness of severity of issues and their impact on Sewer District operations.

- Enhances and maintains positive customer relations and satisfaction through quality inquiries and understanding of customer needs.

- Effectively uses technology to capture data needed to perform daily functions and generates Help Desk performance data.

- Supports the maintenance of inventory data from acquisitions and deployments. Ensures the quality of inventory data entry and documentation for deployment of hardware and software.

- Assists in providing training on standard software applications for end-users. Advises end-users on software training opportunities provided by the Sewer District.

- Maintains and enhances knowledge of Sewer District supported hardware and software. Learns and researches new products as required.

- Performs other duties of a similar nature as may be required.

MINIMUM JOB REQUIREMENTS

EDUCATION

Candidate must possess an associate degree, preferably in Information Technology, Computer Science or a closely related field OR the candidate must be currently pursuing and have completed sufficient coursework toward a bachelor's degree in a declared major within a related field. Typically, candidate is currently enrolled and in Junior or Senior level courses.

EXPERIENCE

Candidate must possess two (2) years of information technology experience. Information technology and related experience may include work performed during internships, co-operative education, and college coursework. College coursework should be junior or senior level courses of a bachelor's degree program or courses taken during a master's degree program.

OTHER REQUIREMENTS

LICENSURE AND CERTIFICATIONS

- Candidate must possess a valid driver's license with a driving record in accordance with the Sewer District's acceptable guidelines.

- Certifications from entities such as CompTIA or Microsoft such as but not limited to Certified CompTIA A+ Technician, Cisco Certified Network Associate (CCNA) or Network+ is preferred.

KNOWLEDGE, SKILLS, AND ABILITIES

- Candidate must possess knowledge of various information systems, hardware, and software capabilities relevant to information technology including desktop, laptop, software applications, operating systems, endpoint protection, and network connectivity. Must possess the ability to translate user requirements into practical technology applications. Recommend corrective actions before problems arise and manage and prioritize assignments.

- Candidate must possess advance multi-tasking, organizational, problem-solving, analytic, customer service, and interpersonal skills. Must possess exceptional troubleshooting skills with the ability to resolve problems while maximizing efficient use of computer, software, and network system resources.

- Candidate must possess effective written and verbal communication, organizational skills and decision-making abilities.

- Candidate must possess the ability to effectively plan and coordinate, establish and maintain effective working relationships and prioritize workloads based on available resources.

PHYSICAL AND MENTAL REQUIREMENTS

During the course of performing the essential functions of this position, the employee must be able to compile, compare, compute, analyze, copy, synthesize, negotiate, instruct, communicate and coordinate. Ability to communicate while exhibiting strong interpersonal skills is required. Physical work will need to be performed, such as standing, sitting, walking, balancing, stooping, kneeling, crouching, crawling, reaching, fingering, feeling and talking. Ability to lift up to 50 lbs. on a frequent basis is needed. Position will require visual demands of depth perception, far acuity, color vision and accommodation. The position is primarily an office position; however, the need to be in the field is required. For safety reasons hearing is required. While working in the field the employee may be exposed to extreme weather and atmospheric conditions.

Pay Range: USD, Commensurate based on level of Education

• $62,540 - $ 78,175

NEORSD, an Equal Opportunity Employer
The Northeast Ohio Regional Sewer District is an Equal Opportunity Employer. We are committed to fostering a diverse and inclusive workforce, recognizing the full range of human differences and similarities. Through our unwavering efforts to leverage the potential of our diversity, we continually strive to build and foster an environment that respects each individual. We encourage and promote innovation, and provide opportunities for all employees to interact, communicate, and realize the full potential of their talents.

Our Equal Employment Opportunity Statement

Our Employee Benefits & Wellness Programs
We offer a comprehensive employee benefits package including Health Insurance Coverage, Various Retirement Planning Options (Ohio Public Employee Retirement System and Deferred Compensation Plans), Flexible Spending Accounts, Employee Assistance Program, Free Parking at our facilities, Corporate Discounts, and more! We also have an active Health & Wellness Program that promotes a life/work balance.

DISCLAIMER: The information outlined in this job description indicates the general nature and type of work performed by employees within this classification. It is not intended to provide a comprehensive inventory of all duties, responsibilities or competencies required of employees within this classification.