Job DescriptionJob DescriptionUnder the general review of the Section Chief/Unit Supervisor, this position is responsible for the
planning, installation, administration and support of technical resources for the enterprise server
infrastructure. Enterprise server infrastructure includes server hardware, operating system, system
management software, data backup, system software, database management software,
applications, storage, and application development tools.
This position provides customer service and consulting support on a broad array of services and
participates in projects from genesis through implementation and completion. The incumbent will
frequently work on projects that require a strong understanding of customer service, good
communication skills and the ability to work within a team approach. The position also involves
implementing and using many new technologies. The ability to function from an enterprise
perspective and to work with technical staƯ, DET management, and other entities’ staƯ on
technical design and business issues is critical.
This position is accountable for the quality of service provided to state agencies and other partners.
Goals and Worker Activities
A. Provide technical support for enterprise server infrastructure systems, including
server hardware, software, Operating Systems and services.
A1. Install, test and implement enterprise server and backup/recovery platforms,
backup and recovery clients, operating systems, and other systems and application
software. Operating systems include various versions of Microsoft Windows, plus
virtualization system software such as VMWare virtualization.
A2. Maintain installed enterprise server hardware, operating system software,
virtualization system software, and systems software packages on an ongoing basis
to remain at recommended release levels for support and compliance and to
maintain system stability. This would include implementing recommended patch
levels and recommended security patches and security configuration settings.
A3. Use intermediate-level knowledge of enterprise server storage and software
determination techniques to troubleshoot problems. Use available documentation
and work with vendors or agency staƯ as needed for problem resolution.
A4. Maintain and communicate implementation schedules for the application of
corrective hardware and software maintenance, to resolve known problems and
maintain overall server stability.
A5. Develop, establish and maintain procedures for the proper use and support of
enterprise server hardware and software.
A6. Provide oversight and direction to vendors providing server hardware and software
management and other infrastructure services to ensure procedures are being
followed and program goals are achieved.
A7. Work with Security to develop and implement sound security practices and policies
that balance the need for security and compliance as well as accessibility of server
systems.
A8. Monitor server, storage, and application utilization data and make
recommendations to better utilize resources for optimal performance and cost-
eƯectiveness.
A9. Maintain records of tuning changes using change management practices and their
eƯect on total resource utilization.
A10. Maintain metrics and reporting to measure and evaluate shared IT infrastructure
systems and usage.
A11. Participate in the development, establishment and documentation of disaster
recovery procedures.
A12. Participate in Disaster Recovery documentation creation, modification, and testing
B. Provide server-based shared infrastructure consulting support.
B1. Meet with agency customers to review and understand their requirements as they
relate to the enterprise shared IT infrastructure systems.
B2. Evaluate agency needs and make recommendations regarding planned projects
requiring enterprise shared IT infrastructure systems, to enable customers to make
the best use of the shared infrastructure to meet their program needs.
B3. Provide technical analysis and advice to agency customers to allow them to
successfully plan for changes to enterprise shared IT infrastructure system
configurations.
B4. Analyze agency service requests and develop detailed technical designs, as needed
and within standards, to meet their objectives.
B5. Participate in statewide or enterprise task forces or committees working on shared,
enterprise IT infrastructure related issues.
B6. Meet with agency customers to understand their disaster recovery requirements
and make recommendations to the DR recovery strategies.
C. Participate in complex IT projects to implement and maintain enterprise and agency
specific server infrastructure and systems.
C1. Understand and follow divisional project management policies, procedures, and
practices.
C2. Understand and follow enterprise information portfolio management policies,
procedures, and practices.
C3. Coordinate project support tasks through other division or agency staƯ as assigned.
C4. Participate in project teams under the direction of a project manager as assigned.
D. Demonstrate strong customer service, team, communication, and interpersonal skills.
D1. Communicate and respond to customer inquiries, incidents, and requests daily to
ensure high levels of customer satisfaction.
D2. Develop project goals, plans and solutions that are in line with team, department,
and customer initiatives.
D3. Provide strategic and tactical assistance to transform teams in the development of
performance metrics.
D4. Develop and maintain internal and external professional relationships that meet the
organization’s core values and proactively establish and maintain eƯective working
team relationships with all customer and support areas.
D5. Maintain constant lines of written and oral communication with team members,
management, and customers and keep appraised of status, milestones, and
completion dates.
Knowledges, Skills, and Abilities
1. Ability to deliver quality service and maintain positive working relationships with
customers.
2. Ability to function as a team member, including the open sharing of information,
willingness to help wherever needed, and an understanding that team and the
organization’s objectives supersede personal agendas.
3. Ability to communicate clearly and eƯectively with both technical peers and less
technical customers in person and via written media such as email, reports, and
project charters.
4. Knowledge of and ability to apply IT service delivery management best practices and
procedures.
5. Understanding of project management concepts and tools.
6. Resourceful in identifying and obtaining information sources needed to perform
duties eƯectively.
7. Ability to learn quickly; synthesize complex information, identify keep points and
communicate results accurately and eƯectively.
8. Knowledge that IT exists not for its own sake but for the business value it brings.
9. Knowledge of and ability to perform technology and product research, testing,
installation, customization, troubleshooting and support.
10. Knowledge of server hardware and software infrastructure including installation,
administration, and troubleshooting experience.
11. Knowledge of remote server administration which included installation,
administration and troubleshooting experience.
12. Knowledge of server systems such as blade centers, storage devices, and server
operating systems such as Windows, and Linux.
13. Knowledge TCP/IP, DNS, DHCP, WINS, GPOs and other common network protocols.
14. Knowledge of server systems software such as data warehousing, document
management, workflow management, imaging, and GIS.
15. Knowledge of server management concepts and software such as diƯerent
monitoring tools in both on-prem and public cloud infrastructures.
16. Knowledge of public cloud Infrastructure and Software as a service solutions as
alternatives to on premise solutions.
17. Knowledge of diƯerent virtualization products such as VMWare including
installation, administration, and troubleshooting experience.
18. Ability to provide advanced-level server infrastructure consulting to customers.
19. Understand and follow published IT management policies and best practices in
such areas as Service Delivery and Service Support.
RequirementsTop Skills & Years of Experience:
Windows Server Administration (5 years)
Windows patching and patch management tools (5 years)
Group Policy Object (GPO) – configuration and administration (3 years)
Public cloud infrastructure administration (3 years)
Anti-Virus (AV) tools installation and end client management (3 years)
Nice to Have (1 to 3 years for each):
CommVault Administration / end client management
Experience implementing MFA in Windows/VMWare platforms
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