Information Technology Support Technician

(Anticipated Hiring Range: $23.85 - $25.06/hour)
Positions assigned to this class provide technical support and troubleshoots end user computer hardware and software applications. Analyzing and diagnosing problems quickly to develop effective solutions; effectively communicate solutions to both technical and non-technical users; develops self-help guides and trains end users on the proper use of software, applications and computer; conducts special projects and assignments. Coordinate multiple activities simultaneously and respond to a wide range of business technology needs. Works closely with City employees and helpdesk personnel in responding to and resolving customers’ requests in a timely manner.

The following are intended to describe core work functions of this classification. While the level and broad nature of essential duties may not change, specific work tasks may vary over time depending on the City’s needs.

• Troubleshoot and resolve hardware and software problems, install and upgrade computer related software and hardware, check server connectivity and function between devices; telecommunication, assist users over in person and remotely with various hardware and software related problems. Basic networking and technical knowledge. 
• Refer major problems with software and hardware of computer systems to advanced level technician or supervisor, and refer major problems with the network to advanced level technician or supervisor. 
• Communicates with vendors as needed for problem solving. Responds to applicable helpdesk tickets for quick resolution. 
• Verify required network ports and location for installation; trace ports to patch panel and test cables; perform cable management and clean up, test cables and correct network. 
• Assist with set up and maintenance of servers and specialized systems. 
• Maintain a high level of communication with internal customers with respect to scheduling, hardware and software installations and support calls; train personnel in the use of computerized systems. 
• Rotate on-call duties; attend project meetings; document and maintain inventory of computers, software, servers, and other IT assets. 
• Conduct special projects as assigned and attend project meetings, provide status reports as required, insures all reports are accurate and expediently prepared. 
• Support the City’s policies, goals and objectives and work with management and other staff to ethically achieve such goals and objectives; ensure compliance with safety procedures.

Education and Experience
Graduation from a college or university accredited by an agency recognized by the U.S. Secretary of Education or Council for Higher Education Accreditation (CHEA) with an Associate’s degree and one (1) year paid fulltime experience in computer support, software installation/support; OR an equivalent combination of education and experience.

Knowledge

• Computer hardware, software and specialized applications; basic networking protocols and connectivity. 
• Desktop hardware/software troubleshooting. 
• City and Department procedures, policies and guidelines. 
• Principles, parameters capabilities and characteristics of computers, printers, networks, operating systems and related equipment. 
• Various methods of troubleshooting and diagnostics. 
• Virtualization environment (VMware) and Sharepoint.

• Diagnose computer errors and provide support in person and remotely. 
• Troubleshoot software, hardware and network issues for quick resolving. 
• Train end users on how to set up and use new technologies. 
• Back-up and restore city’s data files and systems. 
• Install, configure and upgrade computer software and operating systems. 
• Windows 10 
• Microsoft Office and Computer hardware support 
• Presenting a professional demeanor while working in stressful situations and customer service skills. 
• Patience, resourcefulness and a desire to help others. 
• Assessing and prioritizing multiple tasks and demands; prioritize and organize tasks. 
• Written and verbal communication skills. 
• Establishing and maintaining cooperative working relationships with vendors, coworkers and other individuals in contact during the course of work; communicating clearly and concisely.