Information Technology Technician II

Job Summary

This is a technical position with responsibilities which include providing PC and telephone user support and maintenance. Must have knowledge of computer networks, personal computer software and hardware, and VOIP telephone systems. Provides provisioning, configuration, maintenance, and disposal of personal computers, networking equipment and telephones. To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required.

Essential Job Functions (Illustrative Only)

Consults with end users to determine the necessary hardware, software and network specifications to meet their needs. Researches advances in personal computer hardware, software and peripheral equipment and makes recommendations for modifications to department standards. Assists with the delivery and implementation of hardware and software associated with the City's computers, networks and telephone systems according to department standards. Assists with the expansion of the current network and migration to new technology as benefits the City. Assists with City-wide computer system operations and develops recommendations for improvements. Provides field support and trouble-shooting to all end users to resolve incidents and requests for service. Participates in the inventory of all hardware and software related to information technology. Participates in the collection, movement and disposal of equipment. Provides support to all users related to maximum utilization of the information system and technology. Participates in installing network equipment including wiring and connection testing. Provides training and support to users on standardized software and telephone systems. Participates in ensuring City network security requirements are implemented and safeguarded. Backs up the Help Desk Coordinator position as needed. Performs other duties as assigned. MINIMUM QUALIFICATIONS FOR KNOWLEDGE, ABILITIES AND SKILLS

Advanced knowledge of Microsoft Desktop Operating Systems, with the ability to install, configure, and troubleshoot applications in an enterprise environment. Advanced knowledge of Microsoft Office software, including the characteristics and operation in a networked environment of spreadsheets, word processing, electronic mail, and scheduling. Ability to troubleshoot network connectivity issues. Knowledge of basic VOIP telephone system operations. Ability to train employees on basic computer software and telephone utilization. Knowledge of server operating environments and knowledge of network software and hardware. Knowledge of hard drives, processing boards, controller cards, monitors, etc. Knowledge of the operating characteristics, capabilities and limitations of various computer equipment. Ability to establish and maintain effective working relationships with employees, customers and vendors. Ability to provide outstanding customer service including the ability to empathize with a customer's situation and work with different personality types. Ability to read manuals and install, configure and trouble-shoot equipment and software. Must have excellent trouble-shooting skills including the ability to understand potential causes of a problem, prioritize likelihood of the causes, and create effective tests to rule out causes. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Education & Experience

High school graduate or equivalent diploma is required. Technical Certificate or Associates degree in computer science, network applications, or information systems or similar or an equivalent combination of education, training and experience that provides the required knowledge, skills and abilities. A+ certification required, or the ability to achieve one within the probationary period. A minimum of two years of work experience using Microsoft desktop operating systems in an enterprise network preferred.

Special Requirements

Must possess a valid Florida Driver's license and acceptable driving record. May be required to use personal vehicle to transport computer equipment or travel to customer work site. Subject to emergency call-out during off-duty hours and on weekends as required. During occasions of local emergencies this position may be required to report to perform emergency tasks, which may result in extended work hours as well as extended periods of time away from family members. The Incident Commander and the employee's Division Director will make the determination as to who will be required to work. PHYSICAL REQUIREMENTS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Requires exerting up to 75 pounds of force occasionally, and/or up to 50 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects. Additional physical abilities required:

• Speaking: Expressing or exchanging ideas by means of the spoken English word including the ability to convey detailed or important spoken instructions to other workers accurately and concisely. Ability to communicate verbally both in person and over the phone.
• Standing: Particularly for sustained periods of time.
• Stooping: Bending body downward and forward by bending spine at the waist. Occurs to a considerable degree and requires full motion of the lower extremities and back muscles.
• Talking: Expressing or exchanging ideas by means of the spoken word including those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
• Visual Acuity: Have visual acuity to operate motor vehicles, include close vision, distant vision, color vision, depth perception, and the ability to adjust focus.
• Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.
• Climbing: Ascending or descending ladders, stairs, scaffolding, ramps, poles and the like, using feet and legs and/or hands and arms. Body agility is emphasized.
• Feeling: Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.
• Grasping: Applying pressure to an object with the fingers and palm.
• Handling: Picking, holding, or otherwise working, primarily with the whole hand.
• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discrimination in sound.
• Kneeling: Bending legs at knee to come to a rest on knee or knees.
• Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. Occurs to a considerable degree and requires substantial use of upper extremities and back muscles.
• Mental Acuity: Ability to make rational decisions through sound logic and deductive processes.
• Pulling: Using upper extremities to exert force in order to draw, haul or tug objects in a sustained motion.
• Reaching: Extending hand(s) and arm(s) in any direction.
• Repetitive Motion: Substantial movements (motions) of the wrist, hands, and/or fingers.

This job description is not intended to be and should not be construed as an all-inclusive list of all the responsibilities, skills or working conditions associated with the position. While it is intended to accurately reflect the position activities and requirements, management reserves the right to modify, add or remove duties and assign other duties as necessary. This job description does not constitute a written or implied contract of employment. The City of Titusville is an Equal Opportunity Employer. In compliance with the American's with Disabilities Act, the City of Titusville will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer. E.O.E. The City of Titusville prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Acknowledged and accepted: ____________________________________________________________ Name & Date