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IT Technician
GENERAL PURPOSE
Under
general direction, provides first level technical helpdesk
support for users of all IT supported systems, applications
and services; assists with the deployment, installation,
maintenance and repair of computer applications, stand-alone
and networked hardware,
Cisco voice over-IP and Cisco
data networks and peripheral equipment, application
deployment; and performs related duties as assigned. This
position requires participation on a rotation schedule for
On-Call After-Hours Support, which includes evenings,
holidays and weekends.
DISTINGUISHING CHARACTERISTICS
An incumbent in this class serves as the
initial contact for users of all IT supported systems,
applications and services in the operation, maintenance and
monitoring of the City’s computers, voice and data networks,
and peripheral equipment. Incumbents may assist with work
involving research, installation, troubleshooting,
customization, testing and implementation of computer
applications and stand-alone and networked hardware.
IT Technician is distinguished from Senior IT
Technician in that an incumbent in the latter class performs
installation, troubleshooting, maintenance and repair of
hardware and software requiring more extensive technical
experience and knowledge of the City’s technology
infrastructure and operating environment and may serve as
the technical lead on project teams or for specific City
departments.
SUPERVISION RECEIVED AND EXERCISED
Receives supervision from IT Operations
Supervisor. Exercises no supervision.
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 this class.
·
Individually or as a project team member,
receives, documents and coordinates problems reported to IT
helpdesk; diagnoses software and hardware failures; analyzes
issues and develops and documents solutions; informs users
of system-wide issues and resolutions; trains, advises and
assists personnel with technical issues related to computer
software and hardware
·
Coordinates new equipment purchases and
repairs with outside vendors; makes recommendations for
purchases in accordance with IT standards; obtains quotes
for services and equipment; assists with configuration,
installation and troubleshooting of new computer equipment;
maintains hardware and software inventory database;
assists with application deployment via the Altiris
Application Deployment Server;
assists with preparation of old equipment for disposal
·
Reports response times, system availability,
service levels, performance measurements and other
statistics to management on a daily, weekly and monthly
basis to ensure service level standards are met
·
Individually or as a project team member,
develops detailed plans and procedures for the transition of
support of new systems and/or applications to the Help Desk;
researches and evaluates software packages and hardware for
standardization
·
Attends meetings, training seminars and
professional meetings; monitors and reviews new software and
hardware products and tools
·
Prepares various reports, as required,
including project schedules and updates, charts and diagrams
·
Operates a computer and related equipment as
required; reads, interprets and applies complex technical
publications, manuals and other documentation
·
Analyzes complex systems, identifies
problems, and develops logical conclusions and effective
solutions
·
Communicates clearly and concisely, both
orally and in writing
·
Establishes and maintains cooperative working
relationships with other project team members, managers, key
users and others contacted in the course of work
REQUIRED QUALIFICATIONS
High school
or G.E.D. equivalent and completion of specialized computer
support or information systems courses. Two years of
progressively responsible professional technical support and
help desk experience in a multi-user, multi-platform, client
server-oriented environment, including one year of
experience on Microsoft networks, Application Deployment; or
an equivalent combination of training and experience.
Knowledge of client/server data processing systems and
peripherals; principles of operation of a full-service
business help desk. Satisfactory completion of background
checks conducted by the Arizona Criminal Justice Information
System and the City of Peoria’s Chief of Police. A valid
Arizona Driver’s license and the ability to maintain
insurability under the City’s Vehicle Insurance Program.
DESIRED
QUALIFICATIONS
Associates Degree or Bachelors Degree in computer related
field; experience in telecommunications installation and support.
Microsoft Certified System Administrator A+/Network+.
standard word processing, spreadsheet and database
application programs; federal, state and local laws, codes
and regulations pertaining to the use of computer hardware
and software; programming and research techniques, methods
and procedures.
Knowledge of software licensing laws.
PHYSICAL AND MENTAL DEMANDS
The physical
and mental demands described here are representative of
those that must be met by employees 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, employees are regularly
required to sit; talk and hear, in person and by telephone;
use hands repetitively to finger, handle, feel or operate
computers and other standard office equipment; and reach
with hands or arms. Employees are frequently required to
walk and stand, frequently lift up to 25 pounds and
occasionally to lift up to 50 pounds.
Specific
vision abilities required by this job include close vision,
the ability to adjust focus and the ability to distinguish
colors and shades.
Mental Demands
While performing the duties of this class,
employees are regularly required to use oral and written
communication skills; read and interpret data, information
and documents; analyze and solve problems; use math and
mathematical reasoning; learn and apply new skills or
information; perform highly detailed work on multiple,
concurrent tasks; work under changing deadlines with
frequent interruptions; work effectively as a team member,
alternating between differing team roles and assignments on
a regular basis; and interact with the Mayor, members of
City Council, all levels of City managers, customers (end
users), employees, vendors, consultants and others
encountered in the course of work.
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 moderately quiet.
FLSA Status: Non Exempt
Revised: 06/07
City of Peoria Arizona an Equal Opportunity Employer
DURING THE SELECTION PROCESS, ANY
APPLICANT REQUIRING ACCOMMODATION FOR A DISABILITY SHOULD ADVISE THE HUMAN RESOURCES
DEPARTMENT.
Employment Hotline (Voice Only):
623-773-7105
Human Resources (Voice/TDD): 623-773-7100
EOE M/F/D/V
AN EQUAL OPPORTUNITY EMPLOYER
OPORTUNIDAD DE EMPLEO CON DERECHOS IGUALES
8401 West
Monroe St, Suite 110 - Peoria Arizona 85345 - (623) 773-7100
- Fax (623) 773-7149 |
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