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Level II Support Engineer

CIty of Forest Park

Listing Summary


The purpose of this classification is to coordinate all point of contact technology related matters and address general technical support requests.  This position would work alongside two existing Level I Engineers.


  • Updating monitoring software.
  • Server software updates.
  • Maintaining security updates and patching. 
  • Server hardware upgrades and deployments.
  • Patching and management of network equipment including firmware updates.
  • Managing add, remove, and change user requests.
  • Management of SQL databases. 
  • Management of Active Directory. 
  • Management of DHCP scopes. 
  • Maintenance of server backups. 
  • Software licensing renewals and updates. 
  • Management of printer server. 
  • Group Policy Management.
  • Network and routing management including management and updates to firewalls and switches.
  • Management of Data Center (monitoring, UPS management, ISP updates, etc).
  • Installs, upgrades, and configures computer hardware operating systems and applications; monitors and maintains computer systems and networks; walks staff through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues; troubleshoots system and network problems and diagnosing and solving hardware or software faults; replaces parts as required; provides support, including procedural documentation and relevant reports; follows diagrams and written instructions to repair a fault or set up a system; sets up new users' accounts and profiles and dealing with password issues; works with vendor support to schedule and oversee warranty repairs.
  • Monitors computer systems to ensure proper processing of information; escalates problems to appropriate staff.
  • Prepares servers for daily batch processing activities, including entering operator commands.
  • Runs printers and tape drives to produce reports and output tapes; prepares reports for distribution.
  • Provides direction, information, and guidance to employees, or other individuals; coordinates activities, monitors status of work, inspects completed work, and troubleshoots problems; responds to employee questions, problems, or concerns and requests for service; answers questions regarding policies as needed.
  • Assists in developing and implementing long and short term plans, programs, goals, and objectives for the department; evaluates efficiency and effectiveness of department operations, programs, procedures, and use of resources; recommends and/or implements improvements as needed.
  • Assists in developing, updating, and implementing departmental policies and procedures.
  • Maintains inventory control and coordinates purchasing of computer equipment, cell phones, and supplies; monitors inventory levels and ensures availability of adequate materials to conduct work activities; initiates orders for new/replacement materials; audits facility inventory regularly and prepares and provides reports to management.
  • Assists with building relationships with external vendors to obtain service, troubleshooting, and repairs and ensure products are maintained.
  • Follows safety procedures, utilizes safety equipment, and monitors work environment to ensure safety of employees and other individuals.
  • Performs administrative tasks; prepares and submits monthly activity reports; conducts research of department files, database records, electronic data sources, Internet sites, hardcopy materials, or other sources as needed.
  • Prepares or completes various forms, reports, correspondence, budget documents, policies, procedures, training records, inventory records, purchase orders, or other documents.
  • Operates a personal computer or general office equipment as necessary to complete essential functions, to include the use of word processing, database, spreadsheet, desktop publishing, photo imaging, email, Internet, or other computer programs.
  • Maintains records, logs, and files of work activities; maintains current manuals, policies/procedures, and other materials for reference and/or review.
  • Attends meetings and serves on committees as needed.
  • Maintains a comprehensive, current knowledge and awareness of applicable laws, regulations, policies, and procedures; maintains an awareness of new equipment, methods, procedures, and advances in the profession; reads professional literature; maintains professional affiliations; attends workshops and seminars as appropriate.
  • The role’s responsibilities would mainly include working on IT projects, providing escalation support to the team, along with providing any tier 1 support as needed.
  • The typical project work would include overseeing the implementation of new software’s and software migrations, server upgrades, server deployments (virtual and physical), server maintenance, network related projects, computer imaging and deployments, IT process creation and documentation, SharePoint/One Drive migrations, and other similar level projects.
  • This would be an escalation role for our level I engineers, this position would not have any direct reports and would only be an escalation for technical issues.
  • Performs operating duties in the data center.
  • Provides assistance to other employees as needed.
  • Performs other related duties as required.


Education and Experience:

Requires 5-10 years of experience supporting all facets of IT infrastructure.

Special Qualifications:                                                            

Must participate in regular continuing education activities as required to maintain level of certifications. Must possess and maintain a valid Georgia driver's license with appropriate endorsement.

Preferred Qualifications:

VMware ESXi, Server 2012/2016/2019, SQL,  Nutanix and Dell server environments, VoiP systems, SharePoint/OneDrive/O365, Experience with Municipal IT (specifically law enforcement/public safety systems), network troubleshooting, SonicWALL, Cisco, ticketing systems (ConnectWise preferred), MDM, Active Directory, DHCP, DNS.

Knowledge, Skills, and Abilities:

  • Ability to evaluate, audit, deduce, and/or assess data using established criteria; ability to exercise discretion in determining actual or probable consequences and in referencing such evaluation to identify and select alternatives.
  • Ability to apply principles of persuasion and/or influence over others in coordinating activities of a project, program, or designated area of responsibility.
  • Ability to operate and control the actions of equipment, machinery, tools, and/or materials requiring complex and rapid adjustments.
  • Ability to utilize a wide variety of reference, descriptive, and/or advisory data and information.
  • Ability to perform addition, subtraction, multiplication, and division; ability to calculate decimals and percentages; ability to utilize principles of fractions; ability to interpret graphs.
  • Ability to apply principles of influence systems, such as motivation, incentive, and leadership, and to exercise independent judgment to apply facts and principles for developing approaches and techniques to resolve problems.
  • Ability to exercise judgment, decisiveness, and creativity in situations involving the evaluation of information against sensory, judgmental, or subjective criteria, as opposed to that which is clearly measurable or verifiable.


The work is light which requires exerting up to 20 pounds of force occasionally and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body.


  • Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discrimination in sound.
  • Mental Acuity: Ability to make rational decisions through sound logic and deductive processes.
  • Repetitive Motion: Substantial movements (motions) of the wrist, hands, and/or fingers.
  • Speaking: Expressing or exchanging ideas by means of the spoken word including the ability to convey detailed or important spoken instructions to other workers accurately and concisely.
  • Visual Acuity: Have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; and/or extensive reading.


Work is performed possible exposure to adverse environmental conditions, such as dirt, dust, pollen, odors, wetness, humidity, rain, temperature and noise extremes, fumes, smoke, hazardous materials, fire, unsafe structures, heights, confined spaces, machinery, vibrations, electric currents, traffic hazards, bright/dim light, toxic agents, disease, pathogenic substances, violence, animal/wildlife attacks, animal/human bites, or explosives.



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