Class specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed within the job.
DEFINITION
Perform technical level duties and responsibilities in the testing, installation, maintenance and troubleshooting of network and personal computer hardware and software; develop and conduct training courses; provide technical support and training to users of the City's various personal computers, networks, and financial, telecommunication, and office automation systems; perform a variety of duties relative to assigned area of responsibility.
JOB CLASSIFICATION
Non-Exempt and Safety Sensitive.
SUPERVISION RECEIVED AND EXERCISED
Receives direction from Information Business Operations Supervisor.
PRIMARY DUTIES--The following are examples of primary duties assigned to positions in this classification. Other related duties and responsibilities may be assigned.
1. Provide technical assistance to computer system users within various departments of the City; respond to user inquiries; provide information within the area of assignment; resolve complaints in an efficient and timely manner.
2. Perform procedures to properly diagnose equipment and software problems including analyzing, moving, installing, upgrading, testing, repairing, servicing, and customizing equipment or software; determine cause and replace failed components as needed; communicate with service vendors as to the nature of specific problems and diagnostic results.
3. Design, develop and conduct training programs; prepare technical documentation, training outlines, and related materials; conduct training over the phone, individually, or in a classroom setting.
4. Coordinate with technical support team, management, and users to define users and define user needs for new or improved systems; order hardware and software as necessary.
5. Troubleshoot and diagnose problems related to electronic devices, mobile devices, hardware, and software; determine methods to use for diagnosis and possible solutions.
6. Participate in professional development activities; read manuals, periodicals, and technical reports to stay current on recent developments.
7. Perform other duties of a similar nature or level.
QUALIFICATIONS
Knowledge of:
Operational characteristics of personal computer systems, components, peripheral devices, network platforms, and operating systems.
Methods and techniques of diagnosing system hardware and software problems.
Principles and practices utilized in networking and client/server environments.
Methods and techniques of developing technical manuals and user training guides.
Principles and practices used in the installation and support of personal computer based software tools including e-mail, word processing, spreadsheet, presentation, and database programs.
Principles and practices of network administration and user security.
A variety of computer programming languages, methods and techniques.
Training principles and practices.
Occupational hazards and standard safety practices.
Principles and practices used in the design, creation and implementation of databases.
Customer service procedures and principles.
Principles and practices of record keeping.
English usage, spelling, grammar and punctuation.
Applicable Federal, State and local codes, laws and regulations.
Ability to:
Perform technical duties in the testing, installation, maintenance and administration of network and personal computer hardware and software.
Install, configure, upgrade, and maintain personal computer systems and components including monitors, modems, disk drivers, printers, and internal cards and controllers.
Modify personal computer operating system parameters in various system files.
Perform routine network administration and security duties.
Read, interpret and apply knowledge gained from complex technical publications, manuals, and other documents.
Troubleshoot and diagnose system hardware, software and component problems.
Analyze data and develop logical solutions to personal computer hardware and software problems.
Develop training curriculum and instruct users in the use of various computer systems and software.
Comply with Payment Card Industry (PCI) standards for handling and securing payment card information.
Make presentations and conduct classroom instruction.
Respond to requests and inquiries from the general public and City employees.
Establish and maintain accurate records, logs, and files.
Interpret and apply Federal, State and local policies, laws and regulations.
Communicate clearly and concisely, both orally and in writing.
Establish and maintain effective working relationships with those contacted in the course of work.
Speak, read, comprehend, and write the English language fluently.
Experience and Training Guidelines
Minimum Requirements:
Experience:
Two (2) years of increasingly responsible computer systems and applications support experience.
Training:
High School Diploma or G.E.D.; supplemented by related specialized training in computer science or a related field.
Other combinations of experience and education that meet the minimum requirements may be substituted.
License or Certificate
Possession of, or ability to obtain, a valid Colorado driver’s license.
WORKING CONDITIONS
Environmental Conditions:
The job is performed in the following working environment:
Office environment; exposure to computer screens.
The following condition(s) may be present on a continuing basis:
Hazardous physical conditions (mechanical parts, electrical currents, vibration, etc.)
Local Travel
Physical Conditions:
The job is characterized by:
Medium Work: Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
The following physical activities are very or extremely important in accomplishing the job’s purpose and are performed on a daily basis:
While performing the duties of this job, the employee is regularly required to sit, demonstrate manual dexterity, talk, hear, see, stoop, kneel, and perform light lifting. The employee is occasionally required to stand, walk, and perform heavy lifting.