Senior Client Systems Engineer

General Summary :

Under general direction of the Desktop Services Manager, IT Support Services, this position will contribute to the strategic objectives of the Client Engineering Team by facilitating and executing on various tasks supporting the Agency's windows-based laptops, servers, and applications.

Provides lead direction and oversight on special projects and handles more difficult and complex troubleshooting cases; and provides additional support to department / division as directed.

Essential Functions :

• Platform support and Design. Implement and oversee monitoring and ongoing maintenance of systems hardware and software infrastructure.
• Platform enhancement. Identifying areas for enhancement and efficiency improvements. This includes developing automation as well as investigating alternate products when necessary.
• Customer Service. Develops customer service level agreements (SLAs) and proactively seek recommendations on improvements to current SLAs.
• Prioritization. Ensures that competing priorities are balanced so that systems resources are used in the most effective manner possible.
• Extensive Windows and / or Linux Server.
• Design, Installation, and Configuration of complex windows-based applications.
• Design, Deployment, and Configuration of Services.
• File and Print Services.
• DNS Services.
• Active Directory Domain Services.
• DHCP Services.
• Group Policy Management.
• Hosting services.
• SCCM Patching.
• Application Packaging with PatchMyPC.
• Develop end-to-end expertise in service / system design, interactions, functions, and dependencies at scale.
• Drive reviews, identify opportunities for operational efficiencies, and share learnings across engineering teams.
• Maintain current knowledge and expertise, drive the adoption of new solutions, and provide guidance through sharing and coaching.
• Implement reliable, scalable, and high-performance solutions, contribute to design documents, and own implementation / rollback plans.
• Maintain quality checklist and documentation, monitor telemetry data, and influence analytics to identify system issues.
• Develop scripts / automation for quality telemetry pipelines supporting monitoring and incident response.
• Respond to regular on call rotations for incidents, escalate complex issues, contribute to postmortems, and provide expertise incident response assistance.
• Adhere to security, privacy, and compliance standards, work with relevant teams to address issues, and identify patterns of violations.
• Collaborate across teams, share information, overcome obstacles, resolve conflicts, and engage partners for mutual objectives.
• Share insights and best practices, mentor, and coach other engineers, and develop understanding through interactions and resources.
• Coordinate multiple workstreams in crisis situations, apply diagnostic expertise, and guide engineers to mitigate and resolve issues.
• Communicate customer impact, develop, and drive projects to improve crisis response, and foster stability by reducing telemetry noise.
• Conduct deep technical investigations, resolve customer issues per SLAs, and contribute to product improvements.
• File bugs, drive root cause analysis, create process / troubleshooting documentation, and conduct data and trend analysis.

Special / Additional Qualifications (Over Role / Category Level)

Education & Experience : Bachelors Degree in Information Technology, Computer Science, Business Information Systems or a closely related field and / or Eight () years' experience in the IT systems engineering field with + of those years working as a Systems Engineer managing and troubleshooting a complex Windows systems

Required Licenses or Certifications :

ITIL V Foundations Certification preferred

Specific Qualifications, Knowledge, and Skills :

• SCCM, Microsoft Office Applications including Teams, Active Directory, Group Policy (GPO), LDAP, WINS, DNS, DHCP, and Windows Servers.
• Methods and technologies of performing advanced troubleshooting activities on computer hardware, software, printers, networked and peripheral equipment.
• Pertinent Federal, State and Local laws, codes, and regulations.
• Principles and practices of Customer Service.
• English usage, spelling, grammar, and punctuation.
• The ability to communicate verbally and in writing with all levels of employees and management, capable of successful formal and informal communication, speaks and writes clearly and understandably at the right level.
• Modern office procedures, methods, and equipment including computers and computer applications such as Word, Excel and statical databases.
• Establishing and maintaining effective working relationships with other department staff, management, vendors, outside agencies, community groups and the general public.
• Interpreting and administering policies and procedures sufficient to administer, discuss, resolve, and explain them to staff and other constituencies.
• Identifying, troubleshooting, and resolving the most difficult computer hardware, software, network, and peripheral problems;

coordinating solutions with outside vendors, users, and information technology staff.

• Active Directory, SCCM and Enterprise managed print services configuration and administration
• Use of process improvement frameworks, ITIL, COBIT, MOF
6 days ago