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
Lead, oversee and perform technical and administrative 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 the more difficult and complex IT support duties; perform a variety of duties relative to assigned area of responsibility.
JOB CLASSIFICATION
Non-Exempt, Safety Sensitive
SUPERVISION RECEIVED AND EXERCISED
Receives direction from Information Business Operations Supervisor.
Exercises lead supervision over other Information Technology support staff.
PRIMARY DUTIES--The following are examples of primary duties assigned to positions in this classification. Other related duties and responsibilities may be assigned.
1. Perform leadworker functions including assigning, coordinating and reviewing daily work of staff, providing input into performance evaluations, training employees and acting as a resource to other staff.
2. Plan and provide technical assistance to computer system users within various departments of the City; review and manage workloads of assigned staff; respond to user inquiries; provide information within the area of assignment; resolve complaints in an efficient and timely manner.
3. 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.
4. Participate in the development and monitoring of assigned budget; participate in the forecast of funds needed for staffing, equipment, materials and supplies.
5. Perform help desk systems administration; monitor service tickets; develop and document procedures and standards.
6. 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.
7. Coordinate with technical support team, management, and users to define users and define user needs for new or improved systems; coordinate software deployments and PC replacements; manage hardware and software inventories including scheduling purchases and receipts.
8. Troubleshoot and diagnose problems related to electronic devices, mobile devices, hardware, and software; determine methods to use for diagnosis and possible solutions.
9. Participate in professional development activities; read manuals, periodicals, and technical reports to stay current on recent developments.
10. Provide technical and professional assistance to the IT Support Supervisor in assigned area.
11. Perform other duties of a similar nature or level.
QUALIFICATIONS
Knowledge of:
Leadworker concepts and practices, including training and scheduling of staff.
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:
Lead, monitor, train and review staff and technical work.
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.
Make presentations and conduct classroom instruction.
Comply with Payment Card Industry (PCI) standards for handling and securing payment card information.
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:
Four (4) years of increasingly responsible computer systems and applications support experience including previous supervisory or lead 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.
City of Grand Junction Leadership Track certification within two (2) years of appointment.
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.