IT Systems Engineer (CD) - End User Support & Service ...

Salary: $59,169.47 - $106,511.00 Annually Location : Hanover, VA Job Type: Full-time Job Number: 202600055 Department: Information Technology - Applications & Customer Service Opening Date: 02/26/2026 DescriptionHanover County Information Technology is seeking a customer-focused and tech-savvy professional to join our team as an IT Systems Engineer - End User Support and Service Desk. In this role, you will be the first point of contact for technical support, helping employees resolve hardware, software, and system issues quickly and effectively. You will troubleshoot problems, provide hands-on and remote assistance, and ensure smooth operation of desktops, applications, and peripherals across the organization. If you enjoy solving problems, delivering excellent customer service, and working in a dynamic IT environment, this position offers an exciting opportunity to make a real impact. 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 Systems Engineer position is part of Hanover County's Career Development Program (CD). The Systems Engineer Ladder has four (4) levels: Systems Engineer I, II, III and Senior. Incumbents normally report to a Project Manager and supervise no staff, though they may lead teams. Essential Functions: Applies to All Assignments 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. Assignment-Specific Essential Functions: 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. Working Conditions: Hazards: None known Environment: Office, field. Travel for support, training and conferences 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 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. 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 Revision Date: August 2022 SUMMARY OF EMPLOYEE BENEFITS Hanover County is proud to provide our employees with the following comprehensive benefits package. Hanover provides a benefit package that provides for you in times of need, they offer an ongoing level of financial security, peace-of-mind, and healthy work-life balance. This is part of our goal to make Hanover County an attractive place to work. To see exactly what you will find with our offerings, click the link below:This is an overview and does not provide all provisions, limitations, and exclusions. If there is a contradiction between this and the official plan documents, the plan documents will prevail. The Pamunkey Regional Jail and Library share some of the County benefits, please visit their website for more details. 01 Describe your approach for assisting non-technical users with technical issues? 02 How do you balance multiple tickets when everything seems high priority? 03 Describe your approach to providing quality customer service. 04 Describe why you are interested in this position? 05 Describe your experience supporting end user applications. 06 Please describe your experience installing, supporting, and troubleshooting desktop operating systems and applications. 07 How many years of experience do you have installing and maintaining Microsoft Windows Operating Systems? 08 Is there anything else you'd like to add that would help us better understand your background or interest in the position? Feel free to share it here Required Question

Created: 2026-03-05