Network Engineer II

Job Title

Harris County Public Library (HCPL) - History

Position Description

The Harris County Public Library (HCPL) system, established in 1921, began as a collection of small libraries located in stores, post offices, and private homes. Over the years, it has grown into a robust network comprising 26 branch libraries, two technology service centers, and two partner locations that provide collection and circulation services. HCPL serves the communities of unincorporated Harris County and cities without independent library systems. In 2024, HCPL received the prestigious National Medal for Museum and Library Service, the highest honor awarded to libraries in the United States. Bestowed annually by the Institute of Museum and Library Services (IMLS), this award recognizes institutions that deliver exceptional service to their communities. The library was recognized for innovative initiatives like HCPL Connected, Enhanced+ Library Cards, and its Mobile Outreach Librarian program. HCPL is also recognized as one of the best places to work, offering a supportive and inclusive environment that fosters innovation, collaboration, and professional growth. Its dedication to employee well-being, diversity, and community impact makes HCPL more than just a workplace—it's where individuals can grow, inspire, and contribute to meaningful change.

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 escalate 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 escalate 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.

Requirements

All applicants must register and take the HRT Clerical Skills Test and score a minimum of 80% with a typing speed of 30 wpm and 80% accuracy. 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 our Multifactor Authentication process.

Preferences

Experience: Public sector, library, government, enterprise, or multi-site technology support experience. (preferred) Experience with IT governance, audit readiness, Network Address Translation, cybersecurity compliance, Palo Alto Next Generation Firewall, Active Directory, Dynamic Host Configuration Protocol, Domain Name System, vendor coordination, SolarWinds, and enterprise technology service delivery. (preferred) Language: Bilingual (preferred) 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)

General Information

Register Online for the HRT Clerical Skills Test using the following link: