Systems Engineer (CD) - End User

Hanover County Information Technology Department is seeking a skilled and motivated Systems Engineer to join our End User Support Team. In this position you will be supporting a modern enterprise environment that relies on secure, reliable, and well-maintained user-facing technologies.

Our successful candidate will work hands-on with a diverse technology stack, providing advanced troubleshooting and systems support across desktop platforms, mobile devices, peripheral hardware, and conference-room A/V systems. This position offers the opportunity to engage deeply with endpoint technologies, contribute to system improvements, and influence County-wide user experience and productivity.

Hanover County provides a structured career-development path for technical professionals, ongoing training opportunities, and a dynamic environment where engineers can expand their technical expertise while directly improving technology experiences for County staff.

General Description

This is a professional technical position responsible for the implementation, administration, maintenance, and support of the County’s information technology systems and services. Work involves diagnosing and resolving technical issues, configuring and maintaining enterprise technology platforms, participating in system implementations, and supporting departmental operations across the County.

Assignments may include infrastructure operations, enterprise applications, end user support, cybersecurity support, public safety systems, emergency communications systems, geographic information systems, or other specialized technology functions.

This position exercises independent judgment and technical expertise appropriate to assigned responsibilities. The IT Systems Engineer classification participates in Hanover County’s Career Development Program (CD) and supports progressive advancement based on demonstrated competencies, scope of responsibility, and organizational needs.

Organization

The IT Systems Engineer reports to the assigned Program Manager (PM) within the Department of Information Technology. All Systems Engineers are supervised through the Program Manager structure.

Assignments are determined by departmental needs and may evolve over time consistent with organizational priorities and operational requirements.

Essential Functions

• Provides professional technical support and administration of enterprise technology systems.
• Installs, configures, upgrades, and maintains hardware, software, and enterprise platforms.
• Diagnoses and resolves technical issues using structured troubleshooting methodologies.
• Participates in technology planning, testing, implementation, and post-implementation review.
• Documents system configurations, procedures, and troubleshooting steps in accordance with departmental standards.
• Adheres to departmental security controls, change management procedures, and governance practices.
• Collaborates with internal departments, vendors, and external partners to support operational needs
• Participates in disaster recovery testing and operational continuity exercises as assigned.
• Participates in after-hours support and on-call rotation as required.
• Performs related duties as assigned.

End User Support / Service Desk

• Serves as front-line technical support via phone, email, ticketing system, and walk-up service.
• Provides on-site technical support throughout County facilities.
• Install, configure, deploy, and maintain desktops, laptops, mobile devices, and peripheral equipment.
• Performs endpoint imaging, device provisioning, hardware lifecycle replacement, and preventative maintenance.
• Supports enterprise productivity and collaboration platforms.
• Develops and maintains technical documentation and knowledge base resources.
• Provides troubleshooting and operational support for conference room and meeting space audio-visual systems.
• Assists with setup and support for public meetings and County events.
• Participates in rotation-based assignments to support first-call resolution initiatives.

Knowledge, Skills and Abilities:Strong customer service orientation. Requires solid general knowledge of Information Technology industry and best practices and expertise in area of assignment. Excellent analytical ability; creative problem-solving and trouble-shooting skills. Excellent oral and written communications skills. Communication must be proactive, timely and audience appropriate. Ability to work independently and use independent judgment. Must be able to prioritize multiple tasks and assignment. Adept at working in a team-oriented, collaborative environment.

Education, Experience and Training:

Bachelor’s degree in information technology, computer science, or related field; or any equivalent combination of education, training, and experience sufficient to demonstrate required knowledge, skills, and abilities.

Relevant technical certifications and progressive experience are desirable.

Working Conditions:

1. Hazards: None known
2. Environment: Office, field. Travel for support, training and conferences
3. Must perform regular, periodic on-call duties and beyond normal work schedule to resolve critical issues and system upgrades. Includes evenings, weekends and holidays

4. Physical effort: Moderate – lifts supplies and equipment (PCs, network equipment, etc.)

5. Exempt

Special Conditions:

· Criminal Records check, including fingerprinting

· Valid Commonwealth of Virginia Driver's License

· Twelve-month probationary period

· Rotational on-call after-hours support (including evenings, weekends, holidays).

· May be required to assist in Emergency Operations Center during emergencies