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INFORMATION TECHNOLOGY TECHNICIAN

 

DISTINGUISHING FEATURES OF THE CLASS:

The fundamental reason this classification exists is to provide technical support to various Information Technology hardware platforms and services under the direct supervision of the Information Technology Director. Work includes basic programming, basic system analysis, design specifications, user training, assistance, quality assurance testing, verification of adherence to department standards, technical documentation and tracking of workflow. Assignments are based on management approved programs and services; work is performed with a range of independence with progress and results checked by the Information Technology Director.

ESSENTIAL FUNCTIONS:

• Responsible or the setup, installation and maintenance of various computer systems and hardware;
• Resolves problems from initial report through escalation to resolution;
• Performs basic analysis and design of business procedures, output and technical diagrams;
• Prepares and maintains documentation;
• Assists users with software programs and work processes;
• Demonstrates superior seamless customer service, integrity and commitment to innovation, efficiency and fiscally responsible activity;
• Self motivation and ability to work on projects without constant direction or oversight;

  

Required Knowledge, Skills and Abilities:
Knowledge of:

• May be requireed to perform assigned job duties outside normal working hours;
• Basic technical design and analytical concepts.
• Works effectively with employees to coordinate service delivery;
• Maintains regular and reliable attendance;
• Experience with Windows, Windows Server, iOS, Android, Active Directory, VoIP Phone systems, Office 365 Software Suite; spreadsheets, database, word processors, graphics packages, etc.;

 

Ability to:

• Learn job-related material through formal training, oral instruction and observation. This learning also takes place in on-the-job training settings;
• Remain in a sitting position for extended periods of time while working at a computer;
• Produce written documents in the English language with clearly organized thoughts;
• Work cooperatively with other City employees;
• Understand basics of organization access and retrieval techniques;

 

Working Conditions:

·     Office Environment primarily with some work performed outside; exposure to computer screens.

• Move objects between 20-50 pounds long distances (more than 20 feet).

·     Essential and marginal functions may require maintaining physical condition necessary for walking, standing or sitting for prolonged periods of time; extensive use of computer keyboard.

 

Additional Requirements:

• Some positions will require the performance of other essential and marginal functions depending upon work location, assignment or shift;
• Access to systems located in Law Enforcement facilities are subject to meeting background check requirements;
• Some positions require the use of personal or City vehicles on City business. Individuals must be physically capable of operating the vehicles safely, possess a valid driver’s license and have an acceptable driving record. Use of a personal vehicle for City business will be prohibited if the employee does not have adequate insurance coverage.

 

ACCEPTABLE EXPERIENCE AND TRAINING:

Two years of experience using information technology desktop tools and/or business applications and/or systems analysis or completion of a designed training program, or graduation from a recognized technical/programming school or junior college. One-year experience in customer service; other combinations of experience and education that meet the minimum requirements may be substituted.

·     1-2 years of experience in a help desk or technical support role is preferred - adept at commonly asked questions and inquiries in a fast-paced environment;

·     Experience using Spiceworks;

·     Hands-on experience installing hardware, performing maintenance, and repairs;

·     Website maintenance experience preferred but not required;

·     A desire to support local users in a helpdesk role;

·     Self-motivated individual who enjoys working in a fast-paced, ever-changing environment;

·     Ability to quickly learn new technologies and business functions;

·     Strong analytical skills to determine effective approaches to business solutions;

·     A+ Certification preferred, but not required.