Systems Engineer, Scholars Operations Center

Deadline to apply is 11:59 PM on

(Support staff salary will be based on internal equity and experience)

Position General Summary:

The Systems Engineer, Scholars Operations Center is a member of the Scholars Operations Center team, providing Tier 2 and Tier 3 support to the Florida Scholars Academy program. The team supports students, teachers, and staff in physical locations throughout Florida.

The Florida Scholars Academy program provides in-person instruction to incarcerated students at housing facilities managed by the Florida Department of Juvenile Justice.

The Systems Engineer, Scholars Operations Center will manage Intune policy and Group Policy Object configurations for the computers used by the program. The position also works on deploying connectivity to new sites and troubleshooting connectivity issues at existing sites through incidents.

Essential Position Functions:

• Attend daily standup meetings
• Troubleshoot and resolve incidents submitted by students, teachers, and staff in ServiceNow
• Investigate reports of new issues for root cause and resolution
• Ensure the efficacy of existing security controls through lab testing
• Validate the efficacy of new security controls through lab testing
• Deploy connectivity to new Florida Scholars Academy sites
• Troubleshoot connectivity issues at Florida Scholars Academy sites
• Coordinate support and repair efforts with vendors and on-site personnel
• Develop recommendations for enhancing approaches to support services
• Document new processes and update existing documentation
• Meet professional obligations through efficient work habits such as, meeting deadlines, honoring schedules, coordinating resources and meetings in an effective and timely manner, and demonstrating respect for others
• All work responsibilities are subject to having performance goals and/or targets established
• Work during normally scheduled FLVS holidays with a compensating time-off schedule

(These essential functions are not to be construed as a complete statement of all duties performed. Employees will be required to perform other job related duties as required.)

Minimum Requirements:

Education/Licensure/Certification:

• Bachelor's degree in computer science or information systems, or equivalent combination of education and relevant experience
• IT or Cybersecurity certification preferred

Experience:

• 7 years of supporting the Windows operating system
• 7 years of troubleshooting and resolving enterprise network connectivity issues
• 5 years of experience with Cisco Meraki switches and access points
• 5 years of supporting Intune Endpoint Management configurations
• 5 years of supporting Group Policy Objects and resultant configurations
• 5 years of implementing cybersecurity best practices based on policy documentation
• 5 years of supporting an Active Directory domain synced to Entra ID
• 5 years of utilizing remote support tools to provide troubleshooting

Knowledge, abilities, and skills:

• Ability to troubleshoot complex network connectivity issues
• Experience with site-to-site VPN configurations
• Understanding of Active Directory domain management and the relationship with Entra ID synced objects
• Knowledge of the current technology landscape involving Windows 11
• Can prioritize multiple incidents and tasks efficiently while providing regular updates
• Strong verbal and written communication skills

Core Competencies for Success:

COMMUNICATION SKILLS

Clearly and effectively conveys and/or presents information verbally; summarizes what was heard to mitigate miscommunication; Shares ideas and perspectives and encourages others to do the same; Informs others involved in a project of new developments; Disseminates information to other employees, as appropriate; Effectively uses multiple channels to communicate important messages; Keeps supervisor well informed about progress and/or problems in a timely manner; Writes in a clear, concise, organized and convincing way for a variety of target audiences; The written message is consistently error-free; The written message has the desired effect on the target audience

CUSTOMER FOCUS

Prioritizes customers (internal and external) and their needs as primary and is dedicated to meeting their expectations; Develops and maintains customer relationships; builds credibility and trust; Quickly and effectively solves customer problems; Provides prompt, attentive service in a cheerful manner; adapts to changing information, conditions or challenges with a positive attitude; Incorporates customer feedback into delivery of service to provide the best experience possible for the customer; Actively promotes our organization in the community by serving as an ambassador or volunteer

INTERPERSONAL SKILLS

Relates well with others; Treats others with respect; Shares views in a tactful way; Demonstrates diplomacy by approaching others about sensitive issues in non-threatening ways; Considers and responds appropriately to the needs, feelings and capabilities of others; Fosters an environment conducive to open, transparent communication among all levels and positions; Takes the initiative to get to know internal and external customers

FUNCTIONAL /TECHNICAL EXPERTISE

Has the skills, abilities, knowledge and experience to be successful in functional area of expertise; Dedicates time and energy to keeping abreast of the latest information related to area of expertise and technology; Picks up on technology quickly; Does well in technical courses and seminars; Produces high quality work in organized and timely fashion

INDIVIDUAL CONTRIBUTOR COMPETENCIES FOR SUCCESS:

PEER RELATIONSHIPS

Finds common ground and solves problems for the good of all; Can represent his/her own interests and yet be fair to other groups; Solves problems with peers with minimal "noise"; Is seen as a team player and is cooperative; Easily gains trust and support peers; Encourages collaboration; Is candid with peers

CREATIVITY

Comes up with a lot of new and unique ideas; Easily makes connections among previously unrelated notions; Tends to be seen as original and value-added in brainstorming sessions; Takes calculated risks; Is not afraid to try new things and potentially "fail fast"

SELF KNOWLEDGE

Seeks feedback; Gains insight from mistakes; Is open to constructive criticism; isn't defensive; Proactively seeks to understand his/her strengths and areas for growth; applies information to best serve organization; Recognizes how his/her behavior impacts others and incorporates insight into future interactions

PLANNING

Accurately scopes out length and difficulty of tasks and projects; Sets objectives and goals; Breaks down work into the process steps; Develops schedules and task/people assignments; Anticipates and adjusts for problems and roadblocks; Measures performance against goals; Evaluates results

ORGANIZING

Uses his/her time effectively and efficiently; Concentrates his/her efforts on the more important priorities; Can attend to a broader range of activities as a result of organizing time efficiently; Can marshal resources (people, funding, material, support) to get things done; Can orchestrate multiple activities at once to accomplish a goal; Arranges information and files in a useful manner

PROBLEM SOLVING

Uses rigorous logic and methods to solve difficult problems with effective solutions; Probes all fruitful sources for answers; Can see hidden problems; Is excellent at honest analysis; Looks beyond the obvious and doesn't stop at the first answers

DRIVE FOR RESULTS

Can be counted on to exceed goals successfully; Very bottom-line oriented; Steadfastly pushes self and others for results; Is full of energy for the things he/she sees as challenging; Not fearful of acting with a minimum of planning; Consistently seizes opportunities; Consistently exceeds goals

Physical Requirements and Environmental Conditions:

• Frequency of travel: Frequent travel is required for meetings, trainings, and conferences; location may vary and may require overnight stays
• Light physical activities and efforts required working in an office environment

(Reasonable accommodations will be made in accordance with existing ADA requirements for otherwise qualified individuals with a disability.)