Have you ever dreamed of becoming a cog in the dusty gears of a giant red-tape bureaucracy? If so, move along, this isn’t the ad you’re looking for. But, if you are serious about making life better for the million+ people who call Wake County home - read on. Wake County Information Services has a culture of collaborative work teams, full of people who aren’t afraid to try new things. We offer diverse work opportunities, right in the heart of Raleigh’s booming downtown. Our team members are our most valuable asset and we treat them as such with competitive salaries, R&D opportunities, reimbursement for education, flexible work schedules and telecommuting options for most positions, etc. We believe strongly that a realistic work/life balance makes for better decisions, great creativity and an environment that you’re willing to show up for every day. If you think you’ve got the skills we need, come check us out. Learn how you can make a difference in your community as a member of the team! How you fit in: we are seeking an IT Engineer to provide technical leadership and project management for our IS Customer Services Team. The IS Customer Services Team supports Wake County staff by providing Help Desk support, Desktop support, Mobile Device Management, and Telecommunications. The IS Customer Services Team uses a myriad of tools and applications for PC management, including imaging, software packaging and distribution, full disk and removable media encryption, desktop and application virtualization, and software compatibility tools.
The IT Engineer will coordinate technical aspects of projects with staff and serve as either overall lead or technical lead in project meetings. The IT Engineer will be responsible for integrated and diverse projects, so a high level of organization and multi-tasking is required. The IT Engineer will manage the Ivanti Management platform which includes Ivanti Management Console, Service Desk and ALM/LPM processes. While utilizing the platforms previously mentioned the IT Engineer will play a lead role in researching and deploying Non-OS and OS patches, as released, while also managing OS provisioning. The IT Engineer will be responsible for the management of the County Agenda Management Systems, currently Legistar and Granicus Boards & Commissions. The IT Engineer will work with departments and users on building or changing current process workflows in any number of these systems to ensure a high-level of customer satisfaction is maintained.
Knowledge, Skills, Abilities & Competencies
•Knowledge of the principles and practices of customer service and relations to develop and maintain a high level of customer satisfaction with services delivered by the department.
•Knowledge of the principles and practices of project management to achieve project objectives within established budgets and schedules.
•Knowledge related to research and evaluation of new and emerging technologies to achieve business value realization.
•Knowledge of and experience with enterprise endpoint management and agenda management systems.
•Demonstrated exceptional communication skills and ability to clearly discuss and convey complex information technology concepts and terminology with both technical and non-technical staff at all levels within and outside the County.
•Demonstrated ability to write and present succinct and informative communication, which conveys clear and concise meaning.
•Ability to work well with people from many different disciplines with varying degrees of technical experience.
•Ability to make budgetary recommendations for the acquisition of new components required to support or enhance these applications.
•Ability to develop/maintain application design documentation.
•Ability to provide end-user training as needed.
A bachelor's degree in Computer Science or related field and four years of experience in network or database design and administration, or systems analysis; or equivalent.
Preferred Experience, Skills and Training (beyond the minimum requirements defined by the class):
Bachelor’s degree with an emphasis in Computer Information Systems, Computer Science, Business or Public Administration or related field and seven (7) years of experience that includes demonstrated experience customer services teams in a dynamic public service environment.
The successful candidate will demonstrate excellent customer service and communication skills in order to effectively carry out the above job functions with a diverse group of end users, including County senior leadership, IT technical staff, public officials, vendors and related industry experts.
The candidate will possess experience working in a team-oriented, collaborative environment and will demonstrate the ability to prioritize and execute tasks in a high-pressure environment. Demonstrated working knowledge of desktop operating systems (Windows7, Windows 10,); working knowledge of Endpoint Management systems; advanced understanding of Agenda Management systems and Active Directory. The candidate will also possess a strong understanding of project management principles and demonstrate a strong customer-service orientation.
Home to the State Capital, Wake County is one of the fastest growing areas in the nation and the second-most populous county in the state, with approximately 1,100,000 residents. The County has received national and international rankings and accolades from publications such as Money, Fortune, and Time magazines as being one of the best places to live, work and play. Wake County was recently recog...nized as the #1 Digital County in the nation by the Center for Digital Government. The central location of the County allows for a short drive to the spectacular mountains or coast. Wake County Government is governed by a seven-member Board of Commissioners, who are elected at-large to serve four-year terms. Wake County Government has an annual budget of $1.2 billion, employs approximately 4,000 employees, experiences minimal turnover, and is an award-winning leader in wellness and technology initiatives. Wake County Government offers a wide range of training and development opportunities, a stable career in public service with a balance of work and family life, flexible work schedules and a competitive salary and benefits package.