IT Technician I, II, III

Coordinates the City’s workstation support function to include troubleshooting and repair, desktop PC setups, hardware and software installations, telephony system support and user training/support. Installs, maintains and coordinates desktop PC system upgrades, security installations, user account setups, business application software, and Microsoft® operating systems and products. Maintains and updates Information Technology Request Database. Provides first contact technical support.

Provides first contact support for the help line to include end user support, hardware repairs and software troubleshooting.

Modifies, upgrades, adds, deletes, and repairs hardware devices and software on desktop computers and City network with technical assistance as needed.

Coordinates and provides workstation support involving Windows OS, desktop network connectivity, PC hardware, business application installs, Microsoft Office products and telephony. Prioritizes and schedules desktop support.

Coordinates, prepares, and maintains technical documentation and procedures related to the City’s workstation support function.

Pulls reports and prepares statistics on the City’s workstation support function as needed.

Maintains IT Request Tracking System.

Assists in disaster recovery procedures.

Responsible for employee processing including new hire setups, job transfers, name changes and terminations. Responsibilities include email administration, setup user network accounts based on the developed security plans and user training.

Extracts application data into Microsoft Office products, other databases and adhoc reports as needed.

Trains users on data extraction and adhoc reporting.

Coordinates review and change of maintenance agreements for hardware and software on the city network.

Performs research on new products and assists with IT purchasing process, including determining order needs, completing requisitions, ordering, and preparing invoices for payment approval.

Performs other related duties as required.

Assistance from network and systems administrators provided as needed.

Additional Requirements for IT Technician Level III:

• Employees at this level are distinguished from other classifications within the ladder by their advanced knowledge and experience; as well as the level of responsibility assumed and the complexity of duties assigned.

• Employees at this level are required to be fully trained in all procedures related to assigned area of responsibility.

• Receives general supervision from higher level staff but has ability to diagnose and correct issues independently of supervision.

• Exercises functional and technical supervision over technical staff.

Education and Experience:

Associates degree in computer science preferred.

Two years of related experience, with at least one year experience supporting Microsoft software and networks preferred.

Any equivalent combination of education and experience which provides the minimum level of qualifications stated above.

Licenses and Certifications:

Microsoft and PC certifications and/or related formal training preferred.

Valid Class C driver’s license and satisfactory Motor Vehicle Record (MVR).

Knowledge, Skills and Abilities:

Extensive knowledge of Microsoft® operating systems and software including, but not limited to Windows, Word, Excel, PowerPoint and Access.

General knowledge of networking technologies and Local Area Networks.

Knowledge of personal computer hardware, operating systems and peripheral devices.

Strong analytical skills.

Strong organizational and documentation skills.

Ability to manage multiple projects.

Ability to communicate information clearly and effectively, both orally and in writing.

Ability to lift 30 pounds. Supplemental Information:

The incumbent can qualify for promotion from Level I to Level II if the following conditions are met:

• Two years as an IT Tech I or equivalent experience.
• Ability to fully onboard and train any/all new IT Tech I employees.
• Attained one or more relevant technical certifications and/or Associate’s Degree in Computer Science (or similar program).

The incumbent can qualify for promotion from Level II to Level III if the following conditions are met:

• Five years as an IT Tech II or equivalent experience.
• Attained all knowledge and experience necessary to demonstrate Subject Matter Expertise on all technical matters within the IT Help Desk function.
• Attained one or more relevant technical certifications and/or Associate’s Degree in Computer Science (or similar program).
• Ability to manage small to medium size projects within the IT Help Desk.
• Fully recommended for promotion by the Help Desk Lead and the Chief Information Officer.

This class specification should not be interpreted as all inclusive. It is intended to identify the major responsibilities and requirements of this job. The incumbents may be required to perform job-related responsibilities and tasks other than those stated in this specification.