TECHNOLOGY SUPPORT SPECIALIST I

Technology Support Specialist I

The City of Stockton's Fire Department Department is seeking a Technology Support Specialist I to fill one vacancy in the department. This incumbent will work a City of Stockton 9/80 schedule: 7:30 a.m. - 5:30 p.m. Monday through Thursday; 8:00 a.m. - 5:00 p.m. Fridays; with every other Friday off. Incumbents in this position are included in the Civil Service system, in a "for-cause" employment status, and are represented by Stockton City Employees' Association. (Classified/Represented). This recruitment is being conducted as an Open/Promotional recruitment. Current full-time regular status, at time of application, City of Stockton employees may apply for this position as a promotional opportunity, and successful candidates will be placed on a promotional list. All other candidates may apply for this position as an open competitive opportunity, and successful candidates will be placed on an open list. The appointing authority will have the option of requesting names from the promotional list, the open list, or a combination of both. This list may be used to fill future vacancies.

Under general supervision, incumbent identifies personal computer hardware and software problem areas and develops solutions; performs related work as assigned. This class performs a variety of technical customer support and training duties involving the use of hardware, application software, and networks; provides both on-site and telephone support and assistance to systems and equipment end users. The scope of help desk assistance includes mainframe, mid-range, client/server, desktop computer, and networks. The incumbent may report to any of the Information Technology Supervisors. Veteran's Preference: This position is eligible to receive Veteran's Preference Points for entrance into the Civil Service. Veteran's Preference will not be granted on the promotional list. If you believe you may qualify for Veteran's Preference, a DD-214 Member 4 copy indicating at least 181 consecutive days of service must be received in the Human Resources office (see supplemental questionnaire for details in submitting DD-214 copy) by the final filing deadline.

Principal Duties (Illustrative Only)

• Installs and upgrades desktop hardware, software, and peripheral equipment; configures system for optimum operations.
• Provides a full range of assistance and help to system and equipment users in the role of help-desk expert.
• Trains users in operating systems, computer language, application programs, utilities, and hardware operations; assists users in applying computer training to work environment; creates technical documents and computer training for end-users.
• Serves as liaison between vendor, technical support, network, and departments to resolve radio or personal computer operational problems; coordinates and implements corrective measures.
• Reviews change notices for information update and notifies customers.
• Receives problem calls, tracks problem events, and updates knowledge base.
• Diagnoses and troubleshoots radio or personal computer hardware and software problems using diagnostic tools within established time frame.
• Designs, installs, troubleshoots, maintains, and administers local area networks.
• Performs software/database needs assessment; develops, designs, programs, tests, and maintains customized micro-computer applications.
• Reviews trends, recommends event reduction measures, and escalates problems to appropriate second-level support.
• Prepares and tracks radio or computer hardware and software inventory, and surpluses obsolete radio or computer equipment.
• Notifies supervisor or appropriate stakeholder regarding procedural or operational problems and user training needs.

Qualifications

Education/Experience: Technology Support Specialist I: Possession of an Associate of Arts degree or completion of sixty semester units or equivalent quarter hours from an accredited college or university with major course work in business administration, computer science, or a closely related field. IT Support experience may be substituted for the education on a year-for-year basis. Other Requirements :

• Must possess the physical characteristics to perform the critical and important duties of the job, including sufficient dexterity, stamina, and physical strength to lift and carry up to 50 pounds and to operate related equipment.
• Must possess a valid California Class C driver's license in order to work at remote user sites.
• If deemed necessary, must be willing to work additional hours and/or weekends to provide operational support.
• May be required to complete a background investigation and a California Department of Justice fingerprint clearance.

Knowledge of :

• Principles and practices of technical problem solving, personal computer hardware and software products and diagnostic methods, server connectivity, WAN, LAN, and basic TCP/IP network;
• Principles, practices, and techniques for providing customer support;
• Principles and practices of LAN concepts, terminology, and system security;
• Principles and techniques for evaluation of work processes for new or revised computer applications; and
• Principles of technical report preparation and documentation, including computer research and analysis techniques.

Skills in :

• Solving software programming and system design problems from minimal diagnostic information;
• Reviewing and analyzing computer user needs and develop effective hardware and software solutions;
• Providing technical guidance and assistance to users, customers, and team members;
• Maintaining organized and accurate records, user procedures, reports of work performed, and other written material;
• Communicating effectively both orally and in writing;
• Recognizing problems, developing recommendations and solutions, and overseeing corrections within specialty; and
• Establishing and maintaining effective working relationships with those contacted in the course of the work.