SENIOR INFORMATION TECHNOLOGY TECHNICIAN

Transcription

1 CITY OF CITRUS HEIGHTS SENIOR INFORMATION TECHNOLOGY TECHNICIAN DEFINITION To provide lead support of the desktop/help Desk function within the Information Technology Division; manages inventory; provides high level technical support services for desktop computers and their peripherals, networks, servers, printers and assists technical staff in providing support services; provides end-user support and program/procedure maintenance; coordinates the Help Desk and performs other related work as required. DISTINGUISHING CHARACTERISTICS This is the advanced journey level in the Information Technology Technician series. Positions at this level are distinguished from other classes within the series by the level of responsibility assumed, complexity of duties assigned, independence of action taken, by the amount of time spent performing the duties, and by the nature of the pubic contact made. Employees perform the most difficult and responsible types of duties assigned to classes within this series, which may include providing technical and functional supervision over assigned personnel. Employees at this level are required to be fully trained in all procedures related to assigned areas of responsibility. SUPERVISION RECEIVED AND EXERCISED Receives direction from an assigned supervisor. May exercise technical and functional supervision over assigned personnel. EXAMPLES OF DUTIES - Duties may include, but are not limited to, the following: Coordinate and monitor the Help Desk function as the primary lead; receive, review, and prioritize help desk requests; respond to request and provide prompt primary assistance to customers; research unique technical issues and recommend solutions; delegate help desk assignments to other staff based on customer needs; maintain records of calls and written requests for service through the Help Desk database tracking system; and prepare periodic reports and summaries as needed. Test, install, troubleshoot and maintain desktop hardware and software, such as desktop computers, related peripherals, software applications and printers; prepare and install images of City software on standardized desktop and laptops; engineer software installation and operating systems images. Provide technical set up, configuration, troubleshooting, and support of specialized software and applications; assist departments in testing of new systems; provide primary IT support for the City s web site and Intranet portal.

2 Page 2 Participate in security administration; set-up and configure new staff with appropriate network security access as well as any major specialized applications; remove staff from systems at separation from city service or change in assignments. Inspect work by vendors, in progress and upon completion, to ensure compliance with standards and specifications and advise IT Manager on results; advise customer departments of work in progress, operating problems and actual or potential delays. Assist with back-up tapes and configuration of back-up software for next cycle; swap tapes; coordinate transfer of back-up tapes to off-site provider. Test, install, troubleshoot and maintain telecommunication hardware and software, such as desktop phone sets, related peripherals, software applications and City-approved PDA s and cell phones; coordinate more specialized needs with vendors. Perform a variety of highly complex, specialized, responsible information technology support duties for City departments. Create user ID s and troubleshoot logins; create, modify, copy or delete files; install, upgrade, configure, and program software and hardware. Assist with planning and implementing hardware/software/network upgrades. Assist with preparations of materials for and presentations of staff training as assigned; provide one-on-one training and coaching in computers and software usage to users on an ongoing basis. May be required to respond to requests for assistance after hours and on weekends on a rotational on-call basis. Perform the most difficult work related to the performance of information technology support duties. Maintain records of inventory including hardware and software; assist with salvage of computer equipment; assist with procurement and warranty returns/repairs. Assist in education and enforcement of the City s information technology policies; serve as positive role model with regard to information technology policies; communicate with Information Technology Manager regarding questions or concerns about City policies by end users. Build and maintain positive working relationships with co-workers, other City employees and the public using principles of good customer service. Perform related duties as assigned.

3 Page 3 MINIMUM QUALIFICATIONS Knowledge of: Advanced technical practices of business office automation and information technology including telecommunications, database administration, operating systems, software and hardware. Advanced troubleshooting techniques used in resolving operational problems with operating systems, computer software, telecommunications equipment and related systems and equipment. Advanced testing, troubleshooting, problem solving, and information technology resolution. Inventory management and appropriate methods of record keeping, software and standards. Local and wide-area networks; security systems and procedures; desktop computer and network software packages. Disaster recovery and prevention methods and procedures. Common and specialized software systems used within a municipality. Principles and practices of good customer service. Techniques and principles of effective interpersonal communication. Principles and practices of safety management. Pertinent local, State and Federal laws, ordinances, City functions, policies, rules and regulations. Ability to: Perform the most complex duties related to the performance of information technology technical support functions. On a continuous basis, know and understand maintenance activities and observe safety rules. Intermittently analyze problem equipment; identify and locate equipment; interpret work orders; remember equipment location and explain jobs to others.

4 Page 4 Intermittently, sit while studying or preparing reports; bend, squat, climb, kneel, reach and twist when working on and performing installation of equipment; perform simple and power grasping, pushing, pulling and fine manipulation; use telephone and write or use a keyboard to communicate through written means; and lift or carry weight of 50 pounds. Prioritize help desk requests; efficiently and effectively resolve a variety of hardware, software and system problems including those involving specialized and critical systems. Exercise sound independent judgment within established guidelines; analyze data, work methods and procedures; make recommendations to improve efficiency and effectiveness. Maintain accurate records and prepare clear, concise and effective correspondence, reports and other written materials; write procedures and documentation for complex problems, solutions and standards. Understand the organization and operation of the City and of outside agencies as necessary to assume assigned responsibilities. Work efficiently and effectively with various software, hardware, operating systems, databases and telecommunication systems to include installation, upgrade, maintenance and troubleshooting. Test programs and debug application programs; read and interpret complex technical manuals and procedures; perform maintenance on computer and telecommunications systems. Assist users; explain clearly and provide technical training to others in the use of system hardware and software; explain technical concepts in nontechnical terminology and train customers in the operation and application of desktop computer systems and other city applications. Operate a personal computer with proficiency and familiarity to effectively produce highly complex, technical, professional reports, charts, spreadsheets and other documents and to maintain databases and records. Use principles of effective office safety including use of equipment in a proper and safe manner, use of preventative personal ergonomic techniques, and maintenance of safe housekeeping in personal and common workspaces. Preserve a high level of confidentiality of information encountered as part of work; exhibit professionalism, high standards and ethics; follow the City s information technology policies; maintain and administer City security systems and methodologies.

5 Page 5 Provide high quality, economical services to the Citrus Heights community, placing emphasis on responsive customer service. Work scheduled and emergency overtime; be available for on-call and call back, as required; and to change work periods and work days dependent on operational requirements of the City. Demonstrate a civic entrepreneurial spirit by generating new, innovative ideas and development of better methods to accomplish tasks and complete projects. Foster an environment that embraces diversity, integrity, trust and respect. Be an integral team player, which involves flexibility, cooperation and communication. Establish and maintain effective working relationships with those contacted in the course of work. Work with various cultural and ethnic groups in a tactful and effective manner. Communicate clearly and concisely, both orally and in writing. Experience and Training Any combination of experience and training that would provide the required knowledge and abilities is qualifying. A typical way to obtain the required knowledge and abilities would be: Experience: Two years of increasingly responsible journey level experience in information technology involving the installation, operation and maintenance or computer and network equipment similar to an Information Technology Technician with the City of Citrus Heights. Training: Equivalent to an Associate s degree from an accredited college or university with major course work in computer science, information systems management, network administration, or a related field. A trade degree or two years of providing technical IT support in a professional work environment may be substituted for an Associate s degree. License or Certificate: Possession or, or ability to obtain, a valid California driver s license and proof of automobile liability insurance are required.

6 Page 6 Equal Opportunity Employer: It is the policy of the City of Citrus Heights not to discriminate against qualified employees or applicants because of race, color, religion, gender, sexual orientation, marital status, national origin, ancestry, citizenship, age, medical condition, physical or mental disability, or any other basis protected by law. Qualified individuals with a disability will receive reasonable accommodation, as required by the California Fair Employment and Housing Act (FEHA), and federal laws including the Americans with Disabilities Act (ADA) and Section 504, during any phase of the selection process, providing such request is made to Human Resources at least five working days in advance. Medical disability verification may be required prior to accommodation. File: FLSA: Non-exempt Created: 8/29/08 Revised: 05/5/2014 Corrected EEO Language