IT Systems Engineer presso Spokane Housing Authority

Description

Starting Hourly Rate: $31.25 - $33.65

Position Hourly Range: $31.25 - $45.26

FSLA: Non-Exempt, Hourly

Purpose of Information Technology Systems Engineer

The IT Systems Engineer is a critical member of the Spokane Housing Authority’s Information Technology team supervised by the IT Manager. This position will have responsibility for specific, highly critical IT systems to include security, disaster recovery, and major upgrades to these specific systems. This position will serve as the point person for assessing system quality improvements along with implementation of project improvement plans. They will respond to escalated Helpdesk requests, ensuring that assigned requests are resolved in a reasonable time period while maintaining an emphasis on customer service and communication. This position will work closely with the IT Manager on security initiatives such as incident response, cybersecurity awareness training, and phishing tests. 

Essential Duties and Responsibilities

Advanced Help Desk Administration

• Assist the IT Team with the administration and maintenance of the help desk system, optimizing procedures and documenting helpdesk support processes. 
• Provide excellent customer service and advanced technical helpdesk support upon escalation, ensuring timely problem resolution. 
• Provide guidance and backup for basic and intermediate support tickets when necessary. 
• Oversee helpdesk escalation to appropriate third-party vendors. 
• Document and file reports of all assigned Help Desk tickets. 

Enterprise Application Support

• Act as backup to the IT Manager, overseeing the agency’s MS365 Administration needs. 
• Take a supporting role in the agency’s enterprise applications. 
• Assist the IT Team in creating documentation across all phases of software, including design, creation, testing, maintenance, and modification. 
• Support the agency with adoption of changes to enterprise applications. 
• Assist the IT Team with user education and training of agency’s enterprise applications. 
• Support a variety of Microsoft operating systems and servers. 

Network Administration

• Oversee the management of SHA’s network and server equipment, including: 
• Server-related procurement and management. 
• Configuring and installing various network devices and services (e.g., routers, switches, firewalls, VPN). 
• Performing network maintenance and systems upgrades, including service packs, patches, hot fixes, security configurations, and firmware updates. 
• Reviewing Windows Server, firewall logs, and backup logs. 
• Assist the IT Team in creating documentation for system configurations, maintenance schedules, upgrade schedules, and functional specifications.
• Oversee support for various building security systems (video, access, alarm) and assist Facilities and Property Managers with technical video surveillance needs. 
• Oversee the phone system management and support, repairing or replacing faulty telephone hardware. 
• Assist with the Agency IT Disaster Recovery Plan, including the development of IT recovery procedures by the IT Team.
• Ensure that backups are consistent and successful, determining backup schedules and running scheduled backup verification tests.
• Communicate emergency updates to staff based on assessed security levels. 

Systems Engineer-Business Analyst

• Assist the IT Team with conducting quality improvement assessments of SHA systems by gathering information from users and observing work procedures to improve operational efficiencies. 
• Work with the IT Manager to develop IT project definitions based on identified improvements to SHA systems, including goals, milestones, and timelines. 
• Act as project manager for assigned IT project definitions connected to improving SHA systems, including: 
• Design and deployment of new IT systems and services, including reviewing quotes and invoices for contracted work. 
• Project and change management to implement identified improvements to SHA systems and applications. 
• Provide inventory management of SHA deployed hardware, software, and end-user devices. 
• Assist the IT Team in developing and deploying staff user guides as needed. 

Security Team

• Assist the IT Team with maintaining, updating, and guiding the implementation of all IT security policies and procedures. 
• Assist the IT Team in regular reviews of security logs (e.g., MS 365, AV, and firewall) and alerts to derive critical information about system security issues and potential intrusions. 
• Assist the IT Team in reviewing requests for new applications and maintaining an agency-approved applications list. 
• Review and interpret AV logs and alerts to derive critical information about system security issues and potential intrusions. 
• Provide mobile device management and security across all departments. 
• Provide technical support for the agency’s immediate termination needs. 
• Assist the IT Team with incident response, cybersecurity awareness training, disaster recovery planning, and other security-related auditing tasks. 

General

• Work closely with a team of other IT professionals to ensure quality IT services. 
• Conduct visits to off-site properties to fix technical issues and problems as needed. 
• Assist other staff with assignments as necessary, and perform other related duties as required or assigned. 

Requirements

Competency Requirements

Technical Expertise and IT Systems Management

• Extensive knowledge of computer, server, and general technology in a business environment. 
• Strong proficiency in Microsoft Operating Systems, Microsoft Office 365 Suite, and enterprise database systems. 
• In-depth understanding of cybersecurity controls and frameworks for assessing and improving the security posture of an organization. 
• Expertise in diagnosing, troubleshooting, and repairing computer workstations, hardware, and peripheral devices. 
• Familiarity with industry-standard information technology operating concepts, tools, and methodologies for identifying and resolving IT-related problems. 

Problem-Solving and Analytical Skills

• Ability to assess and resolve complex IT issues that cannot be handled by Tier I support. 
• Strong analytical skills to evaluate business processes and recommend IT solutions to improve operational efficiencies. 
• Capacity for independent and creative thinking, especially in problem analysis, systems analysis, and troubleshooting. 
• Experience in planning, estimating, managing, and ensuring task completion in a dynamic office environment. 

Communication and Interpersonal Skills

• Strong verbal and written communication skills, including the ability to explain technical concepts in clear, layman’s terms. 
• Ability to establish and maintain positive working relationships with employees, management, vendors, and external partners. 
• Capacity to interpret and utilize technical guides, manuals, and documentation effectively. 
• Demonstrated commitment to customer service excellence and responsiveness. 

IT Security and Compliance

• Ability to uphold privacy, confidentiality, and data security protocols for the agency, clients, and employees.
• Experience with IT risk assessment, cybersecurity awareness training, and compliance monitoring. 
• Capacity to interpret and apply security policies, industry best practices, and regulatory compliance requirements. 

Education and Professional Qualifications

Educational Requirements:

A minimum of a bachelor’s degree in computer science or a related field and one year of experience as a network, firewall, or database administrator is required.   

Consideration will be given to candidates with an associate’s degree in computer science or a related field, provided they hold industry-related certifications and have two or more years of experience as a network, firewall, or database administrator. 

Any equivalent combination of experience and training that provides the knowledge and abilities necessary to perform the work of a Systems Engineer will be considered. 

Professional Experience:

Demonstrated experience working with enterprise-level IT infrastructure, including system administration, network security, and IT project management. 

Experience managing IT service delivery, network troubleshooting, and cloud computing platforms. 

Certifications and Licenses:

Must maintain acceptable credit history, a valid driver’s license, reliable transportation, satisfactory driving record, and adequate insurance coverage as per SHA policy. 

Required Workplace Standards

Works regular and reliable hours on site as required. 

Attendance must be punctual and consistent. 

Works an agreed-upon schedule and works additional hours as necessary to complete work. 

Works effectively, cooperatively, and respectfully with co-workers, clients, and other contacts. 

Follows all SHA Safety Policies and Procedures. 

Follows all SHA Personnel Policies and Procedures. 

Essential Physical Abilities

This position requires the ability to: 

Remain in a stationary position for prolonged periods. 

Move/traverse within a multi-level office space, SHA properties, community partner locations, and various meeting spaces. 

Frequently move/transport IT equipment and supplies that may exceed 30 pounds. 

Constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and printer. 

Communicate frequently, effectively, and accurately with internal and external partners. 

Work is primarily sedentary in nature. The work environment noise level is usually moderate. The employee may be exposed to outside weather conditions. 

Must be able to fully function in a drug-free environment. 

To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

The statements contained herein reflect general details necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibilities. They should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods, or to otherwise balance the workload for the good of the organization. 

Equal Opportunity Employer

Spokane Housing Authority provides equal employment opportunities and prohibits discrimination and harassment of any kind. This applies to all employment terms, including recruiting, hiring, compensation, and training. Reasonable accommodations may be provided to individuals with disabilities.