Network Engineer II

What you will do at Harris County Public Library This role performs intermediate level technology systems, systems, network, and technical support duties to support secure, reliable, and effective IT operations. The role supports technology services across infrastructure locations, including remote sites and site-to-site VPN; networks, systems administration, enterprise applications, cybersecurity, help desk operations, data and analytics, and IT governance. Independently resolve routine to moderately complex issues, provide level two technical support, coordinate with users and IT teams, and elevate complex or high-risk matters as appropriate. Duties & Responsibilities Selects, supervises, and coaches assigned staff. Provides leadership and coordinates schedules and workflow for effective service delivery. Provides for the training and motivation of staff to make full use of individual capabilities and to meet changing system demands. Establishes work rules and performance standards, trains and coaches performance, and initiates and implements disciplinary actions as warranted. Provides intermediate-level support for technology services, including infrastructure, networks, systems administration, enterprise applications, cybersecurity, help desk operations, data/analytics, and IT governance. Administers user accounts, access rights, system permissions, and related access control activities in accordance with organizational security, compliance, and identity management standards. Provides level two support for network infrastructure, including switching, routing, firewalls, wireless systems, telephony, IP-based video, and related media technology solutions. Performs intermediate network engineering functions, including configuration, troubleshooting, testing, monitoring, maintenance, and support of switches, routers, firewalls, and related network components. Monitors system and network performance, alerts, logs, dashboards, and operational indicators to identify, analyze, resolve, or elevate service issues, performance concerns, and security events. Performs routine system patching, updates, configuration changes, and scheduled maintenance activities in accordance with approved change management, configuration, and security standards. Supports backup processes by monitoring backup activity, verifying completion, documenting exceptions, and assisting with recovery activities as assigned. Investigates, troubleshoots, and resolves routine to moderately complex incidents and service requests involving systems, networks, applications, hardware, software, user access, and connectivity. Provides advanced technical support for enterprise and remote locations through site-to-site VPN, including installation, maintenance, troubleshooting, and repair of personal computer hardware, software, peripherals, and related equipment. Leads, coordinates, and provides technical guidance to help desk and field support staff to promote timely resolution of service requests with minimal disruption to users and operations. Applies organizational policies, procedures, cybersecurity standards, network standards, access control requirements, and IT governance practices to support secure and compliant technology operations. Communicates technical information, service status, resolution steps, and user guidance clearly and professionally to employees, IT staff, vendors, and management. Maintains accurate documentation, including system records, network information, procedures, work logs, ticket notes, configuration records, and other materials necessary to support operational continuity and audit readiness. Coordinates with internal teams, external vendors, and end users to resolve technical issues, support business needs, and complete assigned work within established service expectations. Escalates complex, sensitive, high-risk, or unresolved technical matters in accordance with established procedures and scope of authority. Maintains current technical knowledge in systems administration, networking, cybersecurity, monitoring tools, enterprise applications, help desk practices, and IT service management. Performs other related duties as assigned. Education Bachelor's degree from an accredited university. Experience Three (3) years of progressively responsible experience in systems administration, network administration, technical support, help desk operations, cybersecurity, infrastructure support, or a closely related technology function. One (1) year supervisory or lead worker experience. Must possess or be able to obtain required job-related certifications, credentials, or training within the timeframe established by the department, if applicable. Additional Requirements Unofficial copies of transcripts are required along with the application. Available and reliable transportation for work-related duties. Valid Texas driver's license and ability to travel to assigned work locations, including remote sites, as required by the position. Candidates must complete a clerical skills test and achieve a minimum typing speed of 80% aptitude, 30 WPM with at least 80% accuracy. Knowledge, Skills & Abilities Advanced knowledge of administration, including system tools, procedures, monitoring, maintenance, patching, backup, recovery, and incident response practices. Network infrastructure concepts and support practices, including switching, routing, firewalls, wireless systems, telephony, and IP-based video or media solutions. User account administration, identity management, access control, permissions management, cybersecurity principles, and related security requirements. Help desk, field support, and enterprise technology support practices, including ticketing, prioritization, escalation, user support, hardware, software, operating systems, peripherals, and enterprise applications. IT governance, change management, configuration management, documentation standards, audit readiness expectations, compliance requirements, and applicable organizational policies and procedures. Independently perform advanced systems administration, network support, and technical support work in accordance with established policies, procedures, standards, and supervisory direction. Analyze technical issues, determine appropriate corrective action, resolve routine to moderately complex matters, and escalate issues based on complexity, urgency, risk, authority, and business impact. Apply cybersecurity, access control, network, IT governance, and operational standards consistently while maintaining confidentiality of sensitive user, system, security, and operational information. Provide supervisory oversight, leadership, coordination, training, and technical guidance to help desk and field support staff, including assigning work, monitoring progress, supporting performance expectations, and promoting timely resolution of service requests. Work professionally with employees, management, vendors, and IT personnel across enterprise and remote locations while supporting operational continuity and user service needs. Adapt to changing technology needs, maintain accurate and timely documentation, exercise sound judgment and accountability. Ability to maintain confidentiality when dealing with sensitive information. Understand the organizational mission. Uses sound judgment and discretion to demonstrate a sense of responsibility for the success of the group. Communicate clearly and concisely, both orally and in writing, using appropriate English grammar and syntax. Advanced skill in utilizing a personal computer and associated software programs with advanced knowledge in MS Office Suite (Word, Excel, PowerPoint, Outlook). Ability to use personal mobile devices for multi-factor authentication process. Certifications Relevant professional certification such as CompTIA Network+, Security+, Server+, Cisco CCNA, Microsoft, ITIL, or other certification related to systems administration, network administration, cybersecurity, or IT service management (preferred). Language Bilingual (preferred). Public Sector Experience Public sector, library, government, enterprise, or multi-site technology support experience (preferred). Experience with IT governance, audit readiness, NAT, cybersecurity compliance, Palo Alto Next-Generation Firewall, Active Directory, DHCP, DNS, vendor coordination, SolarWinds, and enterprise technology service delivery (preferred). Work Environment and Physical Demands Driving: Available and reliable transportation for work-related duties. Office Equipment: Daily use of a computer, keyboard, copier, scanner, printer, calculator, phone (desk and cell). Daily use of software programs including Microsoft Office Suite, Outlook, Word, Excel, and GPS. Physical Activities: Sits for long periods; light physical activity that may include walking, sitting, standing, stooping, bending, reaching, lifting, and carrying. Lifting: Ability to lift, carry, and exert up to 25 pounds. Occasionally lifts, carries, and exerts up to 40 pounds. Vision and Hearing: Must have visual acuity to see and read paper and electronic documents, answer phones, and respond to verbal inquiries. Exposure to Environmental Conditions: Position generally works in an office setting with overhead lighting and long periods of screen time. Reporting Relationships Reports to: Division Director, Information Technology. Supervises: Field Technician, Network Engineer I. Work Location HCPL Administration – 5749 South Loop E, Houston, TX 77033. Harris County is an Equal Opportunity Employer. Employment may be contingent on passing a drug screen and meeting other standards. This position is subject to a criminal history check. Only relevant convictions will be considered and, even when considered, may not automatically disqualify the candidate. #J-18808-Ljbffr Harris County