IT TECHNICIAN

Technology Support Services Technician

This position operates the City's Technology Support Services.

REPORTS TO: Help Desk Supervisor (IT Service Desk & Cybersecurity Operations Supervisor) assigns work in terms of division goals and objectives.

NOTE: An incumbent in this position may be designated as IT Technician I, IT Technician II, or IT Technician III depending upon the qualification, experience, and knowledge of the selected applicant.

SALARY RANGE: $22.91-$34.36- IT TECHNICIAN I $25.26-$37.88-IT TECHNICIAN II $27.84-$41.77- IT TECHNICIAN III

JOB SUMMARY: This position operates the City's Technology Support Services.

INVESTIGATES AND RESOLVES USER-SPECIFIED PROBLEMS REGARDING COMPUTERS AND PERIPHERAL EQUIPMENT VIA TELEPHONE OR IN PERSON.

STUDIES TRENDS IN HELP DESK CALLS AND DEVELOPS METHODS FOR PREVENTING REOCCURRENCE'S OF PERSISTENT PROBLEMS.

DEPLOY NEW AND RESTORED COMPUTERS AND EQUIPMENT TO CITY EMPLOYEES.

ASSISTS IN TRACKING PC IDENTIFICATION DATA, PC HOST DATA, AND USER ACCOUNT DATA USING SPREADSHEETS.

DOCUMENTING TECHNICAL PROCESSES AND PROVIDING INSTRUCTIONS TO OTHERS ON TECHNICAL PROCESSES.

PERFORMS OTHER RELATED DUTIES AS ASSIGNED.

IT TECHNICIAN I:

High school diploma or GED equivalent (Associate's degree or certification in a related field preferred)

Knowledge and level of competency commonly associated with completion of specialized training in the field of work

Possession of a valid driver's license.

IT TECHNICIAN II:

High school diploma or GED equivalent (Associate's degree or certification in a related field preferred)

Knowledge and level of competency commonly associated with 3 years of related experience.

Possession of a valid driver's license.

IT TECHNICIAN III:

Associate's degree (Bachelor's degree or certification preferred)

Knowledge and level of competency commonly associated with 4 years of related experience and 1 year in a lead role.

Possession of a valid driver's license.

KNOWLEDGE OF PERSONAL COMPUTERS, INCLUDING DIAGNOSTIC METHODS USED TO RESOLVE PC HARDWARE AND SOFTWARE PROBLEMS.

KNOWLEDGE OF PC OPERATING SYSTEMS.

KNOWLEDGE OF PRINTERS AND OTHER COMPUTER PERIPHERAL HARDWARE.

SKILL IN DOCUMENTING TECHNICAL PROCESSES AND PROVIDING INSTRUCTION.

SKILL IN ANALYZING PROBLEMS AND IDENTIFYING SOLUTIONS.

SKILL IN PREPARING CLEAR AND ACCURATE REPORTS.

SKILL IN ESTABLISHING COOPERATIVE AND PRODUCTIVE WORKING RELATIONSHIPS.

SKILL IN SETTING PRIORITIES FOR COMPETING PROJECTS.

SKILL IN PERFORMING MATHEMATICAL CALCULATIONS.

SKILL IN OPERATING COMPUTERS AND OTHER STANDARD OFFICE EQUIPMENT.

SKILL IN INTERPERSONAL RELATIONS.

SKILL IN ORAL AND WRITTEN COMMUNICATION.

SUPERVISORY CONTROLS: The IT Support Supervisor assigns work in terms of general instructions. The supervisor spot-checks completed work for accuracy, compliance with procedures, and the nature and propriety of the final results.

GUIDELINES: Guidelines include department policies and procedures. These guidelines are generally clear and specific but may require some interpretation in application.

COMPLEXITY: The work consists of related user support and administrative duties. The rapid pace of technological innovations contributes to the complexity of the position.

SCOPE AND EFFECT: The purpose of this position is to provide support for information systems users. Success in this position contributes to the efficiency and effectiveness of all City operations.

PERSONAL CONTACTS: Contacts are typically with co-workers, other City personnel, vendors, and members of the general public.

PURPOSE OF CONTACTS: Contacts are typically to give or exchange information, resolve problems, and provide services.

PHYSICAL DEMANDS: The work is typically performed while sitting at a desk or table or while intermittently sitting, standing, walking, bending, crouching, or stooping. The employee frequently lifts light and heavy objects.