MIS Technical Engineer (4530)

Job Summary:

Under general supervision, provides advanced technical support and administration for the agency's technology infrastructure across multiple counties and locations. Responsible for supporting, maintaining, troubleshooting, and optimizing desktop systems, servers, cloud services, networking equipment, telecommunications systems, security systems, software applications, audio/video systems, and related technology resources. Serves as a technical resource to end users and assists with technology projects, implementations, disaster recovery planning, and infrastructure management.

Essential Functions:

• Provides ongoing technical support to agency users through phone, remote access, and onsite assistance.
• Troubleshoots and resolves end-user hardware, software, networking, telecommunications, and system issues.
• Installs, configures, upgrades, and maintains desktop computers, laptops, servers, printers, mobile devices, and peripheral equipment.
• Provides end-user training on software applications, business systems, and technology resources.
• Supports local area networks (LAN), wide area networks (WAN), wireless infrastructure, cloud-based systems, and virtual environments.
• Maintains and supports Microsoft operating systems, business applications, and technology platforms.
• Monitors and maintains secure printer operations and related print management systems.
• Provides service coverage outside normal business hours as required.
• Ensures critical data is backed up in accordance with disaster recovery and business continuity requirements.
• Assists in testing backup, disaster recovery, and business continuity procedures.
• Supports planning, deployment, and implementation of technology projects and new site openings.
• Researches emerging technologies and recommends improvements to agency technology systems.
• Oversees maintenance and support of business cell phones, VoIP systems, communication platforms, and associated applications.
• Supports and maintains surveillance systems, security systems, access control devices, and related technologies.
• Monitors, updates, and processes technology service requests through the ticket management system.
• Maintains detailed technical documentation, inventories, and support records.
• Coordinates with vendors, contractors, and service providers to resolve technology issues.
• Maintains a consistent, high-quality, customer-focused approach when providing technical services and support.
• Performs other related duties as assigned.

Required Knowledge & Skills:

• Knowledge of information technology infrastructure, systems, and support practices.
• Knowledge of computer hardware, operating systems, software applications, and peripheral devices.
• Knowledge of LAN, WAN, wireless networking, cloud-based services, and virtual environments.
• Knowledge of cybersecurity principles and technology security best practices.
• Knowledge of VoIP systems, telecommunications equipment, surveillance systems, and access control technologies.
• Knowledge of disaster recovery, backup systems, and business continuity concepts.
• Ability to troubleshoot hardware, software, network, and systems-related issues.
• Ability to communicate technical concepts effectively to non-technical users.
• Ability to manage multiple technical projects while maintaining excellent customer service.
• Ability to communicate effectively both verbally and in writing.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Ability to work independently with minimal supervision.
• Ability to prioritize assignments and meet deadlines in a fast-paced environment.
• Ability to establish and maintain productive working relationships with staff, vendors, and contractors.
• Ability to demonstrate strong customer service, interpersonal, and active listening skills.
• Ability to create and maintain technical documentation.

Primary Responsibilities, but not limited to:

• Advanced technical support and troubleshooting.
• Desktop, laptop, and server administration.
• Network support and connectivity management.
• Cloud and virtual environment support.
• Telecommunications and VoIP administration.
• Security camera and access control system support.
• Disaster recovery and backup administration.
• Technology project implementation and coordination.
• Technology asset management and inventory control.
• User training and technical consultation.

Competencies:

• Communication
• Accountability/Responsibility
• Cooperation/Teamwork
• Creative Thinking
• Customer Service
• Dependability
• Flexibility
• Initiative
• Analytical Thinking
• Job Knowledge
• Judgment
• Professionalism
• Quality/Quantity of Work
• Stress Management
• Conceptual Thinking

Required Education & Experience:

• Minimum two (2) years of experience in an information technology, systems administration, network support, or related field.
• A+ Certification or equivalent technical certification.
• Valid Georgia driver's license with an acceptable driving record.
• Experience supporting desktop systems, networking, telecommunications, cloud-based technologies, or server environments preferred.

Upon appointment to the position, the employee assumes responsibility for meeting and maintaining all minimum qualification requirements, including applicable certifications, licenses, continuing education, competency validations, and mandatory annual or recurrent training. Failure to maintain such requirements may affect eligibility to perform assigned duties.

Supervisory Responsibilities:

• None.

Work Environment:

This position operates in professional office, healthcare, and community-based environments. The role routinely utilizes computers, servers, network equipment, telecommunications systems, printers, surveillance systems, and other technology equipment. Regular travel between Gateway sites is required to support organizational technology operations.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.

• Frequently walks, sits, stands, kneels, bends, and stoops.
• Occasionally climbs, balances, and works around technology equipment installations.
• Frequently lifts and/or moves up to 15 pounds and occasionally lifts and transports computer and network equipment.
• Must have the ability to sit for extended periods while working at a computer.
• Frequently utilizes fine hand-eye coordination, hearing, and visual acuity.
• Must be able to travel between Gateway sites.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Gateway CSB promotes a drug-free and alcohol-free work environment through mandatory pre-employment drug testing.

Terms & Conditions:

• Reports to work when scheduled and begins and ends work as expected.
• Reports anticipated tardiness or absence to the supervisor.
• Observes policies regarding meal and break periods.
• Uses work time appropriately and efficiently.
• Requests and utilizes leave appropriately.
• Maintains a professional appearance in accordance with site dress code requirements.
• Observes health, safety, and sanitation policies.
• Performs work according to all applicable rules, regulations, policies, and guidelines.
• Ensures licensure and certification are current and active without suspension or revocation throughout employment.
• Ensures compliance with required training, including new employee orientation.
• Does not engage in activities other than official business during work hours.
• Does not report to work under the influence of alcohol or drugs.
• Adheres to Gateway’s Standards of Conduct 3.13 and Employee Ethics 3.23.
• May be required to remain at or return to work during agency incidents or emergencies and may work non-traditional schedules as necessary to support agency operations.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee in this job. Duties, responsibilities and activities may change at any time with or without notice.