JOB DESCRIPTION Network Systems Technician I/II

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1 CITY OF DEL MAR JOB DESCRIPTION Network Systems Technician I/II GENERAL PURPOSE Under supervision, provides liaison and technical assistance to system users for computer and network related problems; consults with department representative to determine hardware/software requirements and develops specifications; sets up, configures and provides support for desktop computer equipment including hardware, software and peripheral equipment; upgrades existing hardware and software; and provides technical assistance in support of networked systems. Assists Computer Operations Manager to implement system changes; analyzes and makes recommendations on proposed systems; determines the nature of user problems; evaluates computer networking systems; participates in the coordination of software/hardware acquisitions; analyzes data processing requirements; maintains and modifies operational programs; provides helpdesk assistance to users on the City s systems, including but not limited to Microsoft Windows, Microsoft Office applications, Citrix Metaframe Access Suite, Legato ApplicationExtender (electronic document management system), and ESRI ArcView (geographic information system), Cisco VOIP phone system, and assists in maintaining City Website (Microsoft Content Management Server). DISTINGUISHING CHARACTERISTICS Network Systems Technician I: This is the entry level class in the Network Systems Technician series. This class performs the more routine tasks and duties assigned to positions within the series including setting up and configuring desktop computers and performing routine maintenance on the network system. Positions at this level are not expected to function with the same amount of program knowledge or skill level as positions allocated to the Network Systems Technician II level and usually exercise less independent discretion and judgment in matters related to work procedures and methods. Work is usually supervised while in progress and fits an established structure or pattern. Exceptions or changes in procedures are explained in detail as they arise. Advancement to the II level is based on demonstrated proficiency in performing the assigned functions, and is at the discretion of higher level supervisory or management staff. An incumbent in this class performs a wide range entry-level network support as it is associated with the City s Citrix Metaframe Access Suite, Microsoft Office products, Geographic Information System (GIS), document management system, Cisco VOIP and Unified Messaging System, Microsoft Content Management, Wireless Network, and existing/future databases. Network Systems Technician II: This is the full journey level class in the Network Systems Technician series performing the full range of duties with only occasional instruction or assistance. Positions at this level are distinguished from the Network Systems Technician I by the performance of the full range of duties as assigned as well as

2 having responsibility for maintaining a network ensuring connectivity with the City network, maintaining the network servers, routers, hubs and switches and identifying and resolving computer and network problems. Positions at this level receive only occasional instruction or assistance as new or unusual situations arise, and are fully aware of the operating procedures and policies of the work unit. Work is normally reviewed only on completion and for overall results. Positions at the Network Systems Technician II level are normally filled by advancement from the Network Systems Technician I level and require additional specialized course work and training that provides a comparable level of knowledge. An incumbent in this class performs a wide range journey-level network support as it is associated with the City s Citrix Metaframe Access Suite, Microsoft Office products, Geographic Information System (GIS), document management system, Cisco VOIP and Unified Messaging System, Microsoft Content Management, Wireless Network, and existing/future databases. The incumbent is expected to operate, under supervision, with a degree of independence and frequently perform problem solving and project assignments during non-business hours so that systems are up and available during City business hours. Assignments are usually given in terms of broad operational or project requirements and performance is measured in terms of overall effectiveness in providing prompt support and maintaining efficient, stable systems. As the Network Systems Technician, the incumbent is expected to carry out responsibilities consultatively, utilizing their customer service skills and technical expertise. ESSENTIAL DUTIES AND RESPONSIBILITIES The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the class. Responds to requests for assistance on desktop and computer related problems including hardware, software, peripheral printers and related equipment (scanners, printers, digital cameras, projectors); determines severity of problem and resolves or refers to higherlevel information systems staff. Performs and/or coordinates repairs on computer systems and peripheral equipment including printers, modems, scanners and related devices; coordinates major equipment repairs; locates vendors and ships parts as needed; arranges for vendor to perform on-site repairs. Conducts scheduled system and database back-ups; performs restores as needed; catalogs back up tapes and maintains tape library with off-site storage vendor. Performs a variety of duties in the installation, testing, configuration and troubleshooting of hardware and software applications and equipment on networked systems; provides support in the installation and set up of computers, servers and networks by installing cabling and wiring for systems and peripheral equipment; troubleshoots and maintains networked components including routers, hubs, bridges, and switches.

3 Provides assistance to information systems staff in the evaluation, selection, acquisition and implementation of computer hardware and software; provides technical support in testing, monitoring and reviewing new software, hardware and other system enhancements. Monitors computer systems, networks and applications for response time, problem prevention, performance and resource utilization. Performs network administration duties such as monitoring or adding applications, users and devices, modifying user profiles; monitors storage utilization; documents all network changes and revisions. Maintains a work order tracking system and solutions database using helpdesk software (TRACK-IT). Documents system procedures. Scans in departmental documents into Document Management System. Performs technical systems support as backup to the City s Computer Operations Manager in the administration functions for the City s multiple servers and interoperating LAN/WAN/Wireless Network, including administering system-level security procedures; establishes and maintains user accounts, assigns file permissions and administers password and account policies; installs, upgrades, configures, tests, maintains and supports operating system software in a production environment; troubleshoots and resolves system hardware, software and communications problems. Provides advanced level training and support for the City s applications which include the Microsoft Office Suite, Legato Application Xtender, WebXtender and Ascent Capture (Document Management System), ArcView GIS 9.1. OTHER DUTIES Assists in scheduling/coordinating computer related automation meetings for City technology projects. Deploys, maintains and repairs or coordinates the repair of hardware and devices. Participates in the development of City standards and policies for hardware and software. As needed, attends evening governmental meetings to provide technical assistance for electronic presentations. Serves as the main technical support for the City s Computer Operations Manager. DESIRED MINIMUM QUALIFICATIONS Knowledge of: Operations, services and activities of computer systems and networking; methods and techniques of performing troubleshooting activities on computer hardware, software, and

4 peripheral equipment; methods and techniques used in the installation, troubleshooting and maintenance of software applications; operational characteristics of local and wide area network systems; principles and practices of troubleshooting computer system hardware and software problems; principles and practices of technical network administration; principles and practices of customer service; principles and practices of record keeping; operational characteristics of various computer software packages; operational characteristics of a variety of communication equipment and devices; wireless networking technologies, thin client technology including the Citrix Access Platform, basic knowledge of Voice over IP technology, computer logic and mathematics; methods and techniques for performing connectivity testing and network analysis and troubleshooting, including use of diagnostic tools and equipment; standard business and office software packages, such as Microsoft Office software applications, including Word, Access, Excel, PowerPoint, Outlook; basic knowledge of ESRI s ArcView; basic record keeping; English usage, spelling, grammar and punctuation. Ability to: Respond to and identify user computer related problems; install and configure desktop computer systems and peripheral equipment; troubleshoot a variety of desktop systems hardware and software; perform technical maintenance on local and wide area networked systems; test and repair network cabling problems; communicate technical information to a wide variety of users; perform minor repairs on computer equipment; analyze and define problems and conceptualize practical computer solutions; develop and revise information systems programs; communicate clearly and concisely, both orally and in writing; establish and maintain effective working relationships with those contacted in the course of work. Maintain and manage the operations, components and services of a complex LAN/WAN infrastructure to achieve optimal technical performance and user support; troubleshoot network hardware and software and connectivity issues to resolve problems promptly; communicate effectively, orally and in writing; prepare clear, concise and accurate documentation and reports; work collaboratively and effectively with users, outside resources and others encountered in the course of work; establish and maintain highly effective working relationships with all levels of management, project sponsors, key users, employees, contractors, vendors and others encountered in the course of work; maintain effective customer-focused service processes with City department managers and end users.

5 Training and Experience: Network Systems Technician I/II Education/Training: Equivalent to the completion of the twelfth grade supplemented by college level course work in information systems, computer science or a related field. Network Systems Technician I Experience: One year of experience in information systems providing technical support in a networked environment. Additional education or training in an appropriate discipline may be substituted for up to one year of the work experience. Network Systems Technician II Experience: Two years of increasingly responsible experience performing duties comparable to a Network Systems Technician I with the City of Del Mar. Additional education or training in an appropriate discipline may be substituted for up to one year of the work experience. PHYSICAL AND MENTAL DEMANDS The physical and mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Demands While performing the duties of this class, the employee is regularly required to sit, stand and walk; talk or hear, in person and by telephone; use hands repetitively to finger, handle, feel or operate computers and other standard office equipment; reach with hands and arms; bend, kneel and crouch and climb steep ladders. The employee is regularly required to lift up to 60 pounds. Specific vision abilities required by this job include close and distance vision, the ability to adjust focus, depth perception and color vision. Mental Demands: While performing the duties of this class, the employee is regularly required to use written and oral communication skills; read and interpret complex data, information and documents; analyze and solve problems; observe and interpret people and situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks with constant interruptions; work under intensive and constantly changing deadlines and interact with those encountered in the course of work, some of whom may be demanding, dissatisfied or upset.

6 WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee works under typical office conditions, and the noise level is usually quiet. The employee must be available to be on-call 24x7 to perform network maintenance functions during non-business hours and in the event of network or system problems.

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