Brown County, WI
Enterprise Systems Analyst II (Generalist)
Brown County, WI, Green Bay, Wisconsin, United States, 54311
Salary:
$64,584.00 Annually
Location :
111 N. Jefferson St. Green Bay, WI
Job Type:
Full-time
Job Number:
2024-091623
Department:
Information Technology
Opening Date:
09/16/2024
Closing Date:
Continuous
Job Summary
The ESA II Generalist is responsible for providing support to staff with computer hardware and software issues. This position will be focused on providing support for employees across various departments and locations. This role is responsible for the deployment, maintenance, monitoring, analysis, and resolution of the equipment, both physical and virtual, that delivers the end user access to the digital content. The Generalist will provide first and second tier support before escalating issues to Engineers or Application owners. A Generalist must be familiar with a variety of cloud system concepts, ITIL practices, and procedures, relying on experience and judgment to plan and accomplish goals, performing a variety of complicated tasks, with expectations to have a wide degree of creativity and latitude.
Essential Duties
Communicate.
Effectively communicates and continues to foster positive business relationships with vendors, both inter and cross department coworkers, management, and any other relevant parties. . Collaborates and shares appropriate work order and project information with team members. Coordinates and schedules meetings as required with end-users of all levels and is punctual. Manages and keeps calendar up to date.Self-Directed.
Able towork and research independently with little or no direct supervision to perform day-to-day operations. Ensures work is followed through to completion and on time.Prioritize.
Performs activity based on urgency by logically prioritizing work orders, projects, maintenance and break-fix work.Troubleshoot.
Performs intermediate and advanced troubleshooting. Identifies the root cause of problems and research solutions. Helps in identifying potential issues that may arise in deploying a solution and finds possible alternatives with appropriate urgency. Escalates problems to management, the customer, and/or vendors. Deploys solutions in a timely manner.System Maintenance.
Maintains existing systems, programs, interfaces and reports according to changing requirements, user needs, funding changes and/or best practices. This includes:Investigating impact of modifications and adjustments to existing systems software and interfaces.Managing and performing system upgrades, migration or retirement by coordinating, planning, scheduling, testing, and communicating changes through the change management process.System monitoring and performance evaluation, making recommendations as needed.Preventative maintenanceEnsuring backup and recovery of system and dataWorking with the vendor or partner as required.Updating and maintaining IT inventory.Performing User Management tasks in Active Directory.
Training.Responsible for identifying and providing training and assistance where required.Identifies and requests necessary self-training.
Team Participation.Attends and actively contributes to department, team, and ad-hoc meetingsWorks with Enterprise System Analyst I staff and provides 2nd level support for unresolved work orders.Participates in the Information Technology after hours call rotationLeads or participates with teams to meet department and county projects or goals.Completes IT Department operations and tasks as assigned.Takes over the continued execution and evolution of new processes and procedures established by the IT Operations Team.Works with technical subject matter experts from other departments to update, maintain, and implement technologies specific to their department's needs and workflows.Escalates problems to management, the customer, and/or vendors as necessary.
Documentation.Develops and maintains technical documentation for supported systems.Develops and maintains clear user-oriented documentation for user-facing knowledge base.Completes work order detail, time reporting, project updates, problem logs, equipment transaction forms and other required documentation.
ComplianceComplies with Federal, State, and local laws, regulations, policies, procedures, and standards, including but not limited to HIPAA and CJIS.Passes and maintains required background checks and clearances.
PlanningIdentifies opportunities for process improvement or eliminating waste.Assists with short and long term budget planning.Prepare operational plans for supported systems.
Technical SkillsMaintain up-to-date knowledge of voice and network topology/configurationActs as Subject Matter Expert (SME) for multiple systems.Become familiar with operations and department specific software products as required to support the various departments and end-users.User Management including the creation and removal of users from Active Directory.Maintain up-to-date knowledge of Windows Domain environments, including Azure and Hybrid environments.Manage and deploy multi-factor authentication tools.Assist our vendor partners with maintaining Brown County's printer fleetManage or assist with delivery of system components or entire systems using various tools such as SCCM, Endpoint Manager, Autopilot, and Intune.Manage mobile devices, including Apple and Android hardware.Monitor endpoints in the environment using tools such as SCCM and Intune.Maintain and implement monitoring and alerting to help manage and ensure Service Level AgreementsMaintain up-to-date knowledge of PCs, servers, and mobile technologies, and assigned systems.Windows and O365 access, support, troubleshooting, and integrationApplication automation may include: VB, VB/ASP.NET, PowerShell scripting, or web coding to support systems.Responsible for maintaining computer systems, networking, and A/V.Provide helpdesk support for supported users to resolve application and computer configuration problems, both on-site and remotely.Works with personnel to resolve application problems and provide recommended solutions.Provide level 2 support around general software applications, department specific solutions, end-user hardware. And network troubleshooting.Solid understanding of office automation products and computer peripherals including printers and scanners.Provide technical support, as needed, to the enterprise specifically around Microsoft Office 365 and Microsoft OutlookWork directly with end users to troubleshoot and solve Microsoft Office 365 and Microsoft Outlook related issues that have been escalated from the Service DeskConsult with other business units (e.g. application groups, DBAs, middleware, etc.) to configure platforms for product installation and ongoing supportDesign and document enterprise standards and proceduresEnsure platforms/systems conform to established enterprise/industry standards (systems management, security, operating systems, etc.) and reference modelsImplement changes to platforms with minimal impact to the business by following enterprise standards and proceduresMonitor, manage, and tune platforms to ensure expected availability and performance levels are achievedProvide on-site, and on-call 7x24x365 support, as neededCoordinate activities with internal/external technology owners/service providersPlan and implement life cycle management of software and hardware
Cyber Security.Participates in cyber security training. Also assists with the development and implementation of cyber security systems and disaster recovery plans. May participate in the handling of cyber incidents.Champions security for managed systems.Promotes cyber security with the customer & community.Advocates security of data and information in transit and at rest as required.Monitors and coordinates changes to MDR, EDR, and NAC systems.
Projects.May lead or participate on project teamsincludingcommunications,project definition, budget, needs assessment, process improvement and all aspects of execution. This may include leading and collaborating with other Systems Analysts, Engineers, vendors, and customers.
Professionalism.
Interacts professionally and appropriately with others, without regard to individual characteristics.Demonstrates a personal commitment to create a hospitable and welcoming environment.Fosters respect for all individuals and points of view.
NON-ESSENTIAL DUTIES:Performs related functions as assigned.Minimum Qualifications Required
Bachelor's or Associate's degree in Computer Science, Information Systems, or equivalent.Five (5) or more years' experience as a Desktop Support Engineer, Technical Support Engineer, or similar role.Or any equivalent combination of education, training, and experience which provides the necessary knowledge, skills and abilities to successfully meet the responsibilities of the position.
Licenses and Certification:Valid Driver's License required.FBI and DHS fingerprint/background clearances required
Knowledge, Skills & Abilities
Knowledge of computer software, operating systems, hardware, and networkingExperience with Windows and Apple environments.Knowledge of office automation products and computer peripherals including printers and scanners.Ability to work well with departmental personnel and users.Ability to work independently or as a member of a project team.Ability to quickly identify and resolve support problems.Ability to coordinate multiple problems and projects.Ability to establish and maintain effectively working relationships with staff and users.Ability to communicate effectively both orally and in writing.Ability to work the required hours of the position.This position description should not be interpreted as all inclusive. It is intended to identify the major responsibilities and requirements of this job. The incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this description. All work requirements are subject to ADA reasonable accommodations.
For a summary of benefits offered, click on the link below:
Also, working for the County means you can apply for student loan forgiveness after 10 years of employment based on qualifications. Learn more here:
$64,584.00 Annually
Location :
111 N. Jefferson St. Green Bay, WI
Job Type:
Full-time
Job Number:
2024-091623
Department:
Information Technology
Opening Date:
09/16/2024
Closing Date:
Continuous
Job Summary
The ESA II Generalist is responsible for providing support to staff with computer hardware and software issues. This position will be focused on providing support for employees across various departments and locations. This role is responsible for the deployment, maintenance, monitoring, analysis, and resolution of the equipment, both physical and virtual, that delivers the end user access to the digital content. The Generalist will provide first and second tier support before escalating issues to Engineers or Application owners. A Generalist must be familiar with a variety of cloud system concepts, ITIL practices, and procedures, relying on experience and judgment to plan and accomplish goals, performing a variety of complicated tasks, with expectations to have a wide degree of creativity and latitude.
Essential Duties
Communicate.
Effectively communicates and continues to foster positive business relationships with vendors, both inter and cross department coworkers, management, and any other relevant parties. . Collaborates and shares appropriate work order and project information with team members. Coordinates and schedules meetings as required with end-users of all levels and is punctual. Manages and keeps calendar up to date.Self-Directed.
Able towork and research independently with little or no direct supervision to perform day-to-day operations. Ensures work is followed through to completion and on time.Prioritize.
Performs activity based on urgency by logically prioritizing work orders, projects, maintenance and break-fix work.Troubleshoot.
Performs intermediate and advanced troubleshooting. Identifies the root cause of problems and research solutions. Helps in identifying potential issues that may arise in deploying a solution and finds possible alternatives with appropriate urgency. Escalates problems to management, the customer, and/or vendors. Deploys solutions in a timely manner.System Maintenance.
Maintains existing systems, programs, interfaces and reports according to changing requirements, user needs, funding changes and/or best practices. This includes:Investigating impact of modifications and adjustments to existing systems software and interfaces.Managing and performing system upgrades, migration or retirement by coordinating, planning, scheduling, testing, and communicating changes through the change management process.System monitoring and performance evaluation, making recommendations as needed.Preventative maintenanceEnsuring backup and recovery of system and dataWorking with the vendor or partner as required.Updating and maintaining IT inventory.Performing User Management tasks in Active Directory.
Training.Responsible for identifying and providing training and assistance where required.Identifies and requests necessary self-training.
Team Participation.Attends and actively contributes to department, team, and ad-hoc meetingsWorks with Enterprise System Analyst I staff and provides 2nd level support for unresolved work orders.Participates in the Information Technology after hours call rotationLeads or participates with teams to meet department and county projects or goals.Completes IT Department operations and tasks as assigned.Takes over the continued execution and evolution of new processes and procedures established by the IT Operations Team.Works with technical subject matter experts from other departments to update, maintain, and implement technologies specific to their department's needs and workflows.Escalates problems to management, the customer, and/or vendors as necessary.
Documentation.Develops and maintains technical documentation for supported systems.Develops and maintains clear user-oriented documentation for user-facing knowledge base.Completes work order detail, time reporting, project updates, problem logs, equipment transaction forms and other required documentation.
ComplianceComplies with Federal, State, and local laws, regulations, policies, procedures, and standards, including but not limited to HIPAA and CJIS.Passes and maintains required background checks and clearances.
PlanningIdentifies opportunities for process improvement or eliminating waste.Assists with short and long term budget planning.Prepare operational plans for supported systems.
Technical SkillsMaintain up-to-date knowledge of voice and network topology/configurationActs as Subject Matter Expert (SME) for multiple systems.Become familiar with operations and department specific software products as required to support the various departments and end-users.User Management including the creation and removal of users from Active Directory.Maintain up-to-date knowledge of Windows Domain environments, including Azure and Hybrid environments.Manage and deploy multi-factor authentication tools.Assist our vendor partners with maintaining Brown County's printer fleetManage or assist with delivery of system components or entire systems using various tools such as SCCM, Endpoint Manager, Autopilot, and Intune.Manage mobile devices, including Apple and Android hardware.Monitor endpoints in the environment using tools such as SCCM and Intune.Maintain and implement monitoring and alerting to help manage and ensure Service Level AgreementsMaintain up-to-date knowledge of PCs, servers, and mobile technologies, and assigned systems.Windows and O365 access, support, troubleshooting, and integrationApplication automation may include: VB, VB/ASP.NET, PowerShell scripting, or web coding to support systems.Responsible for maintaining computer systems, networking, and A/V.Provide helpdesk support for supported users to resolve application and computer configuration problems, both on-site and remotely.Works with personnel to resolve application problems and provide recommended solutions.Provide level 2 support around general software applications, department specific solutions, end-user hardware. And network troubleshooting.Solid understanding of office automation products and computer peripherals including printers and scanners.Provide technical support, as needed, to the enterprise specifically around Microsoft Office 365 and Microsoft OutlookWork directly with end users to troubleshoot and solve Microsoft Office 365 and Microsoft Outlook related issues that have been escalated from the Service DeskConsult with other business units (e.g. application groups, DBAs, middleware, etc.) to configure platforms for product installation and ongoing supportDesign and document enterprise standards and proceduresEnsure platforms/systems conform to established enterprise/industry standards (systems management, security, operating systems, etc.) and reference modelsImplement changes to platforms with minimal impact to the business by following enterprise standards and proceduresMonitor, manage, and tune platforms to ensure expected availability and performance levels are achievedProvide on-site, and on-call 7x24x365 support, as neededCoordinate activities with internal/external technology owners/service providersPlan and implement life cycle management of software and hardware
Cyber Security.Participates in cyber security training. Also assists with the development and implementation of cyber security systems and disaster recovery plans. May participate in the handling of cyber incidents.Champions security for managed systems.Promotes cyber security with the customer & community.Advocates security of data and information in transit and at rest as required.Monitors and coordinates changes to MDR, EDR, and NAC systems.
Projects.May lead or participate on project teamsincludingcommunications,project definition, budget, needs assessment, process improvement and all aspects of execution. This may include leading and collaborating with other Systems Analysts, Engineers, vendors, and customers.
Professionalism.
Interacts professionally and appropriately with others, without regard to individual characteristics.Demonstrates a personal commitment to create a hospitable and welcoming environment.Fosters respect for all individuals and points of view.
NON-ESSENTIAL DUTIES:Performs related functions as assigned.Minimum Qualifications Required
Bachelor's or Associate's degree in Computer Science, Information Systems, or equivalent.Five (5) or more years' experience as a Desktop Support Engineer, Technical Support Engineer, or similar role.Or any equivalent combination of education, training, and experience which provides the necessary knowledge, skills and abilities to successfully meet the responsibilities of the position.
Licenses and Certification:Valid Driver's License required.FBI and DHS fingerprint/background clearances required
Knowledge, Skills & Abilities
Knowledge of computer software, operating systems, hardware, and networkingExperience with Windows and Apple environments.Knowledge of office automation products and computer peripherals including printers and scanners.Ability to work well with departmental personnel and users.Ability to work independently or as a member of a project team.Ability to quickly identify and resolve support problems.Ability to coordinate multiple problems and projects.Ability to establish and maintain effectively working relationships with staff and users.Ability to communicate effectively both orally and in writing.Ability to work the required hours of the position.This position description should not be interpreted as all inclusive. It is intended to identify the major responsibilities and requirements of this job. The incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this description. All work requirements are subject to ADA reasonable accommodations.
For a summary of benefits offered, click on the link below:
Also, working for the County means you can apply for student loan forgiveness after 10 years of employment based on qualifications. Learn more here: