Senior IT Technician

GENERAL PURPOSE

Under general direction, performs difficult and advanced technical work in the installation, maintenance and repair of computer software, stand-alone and networked hardware, voice and data networks and peripheral equipment; provides second level technical support for users of all IT supported systems, applications and services; 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 performs difficult and advanced work involving research, installation, troubleshooting, configuration, customization, testing and implementation of computer software and stand-alone and networked hardware and voice communications systems. Incumbents serve as a lead 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.
Senior IT Technician is distinguished from IT Technician in that an incumbent in the former class typically performs the more complex installation, troubleshooting and maintenance work requiring more extensive experience and knowledge of the City’s technology, voice and data communications infrastructure and operating environment and may serve as technical lead on project teams or for specific departments.

SUPERVISION RECEIVED AND EXERCISED

Exercises no supervision. Reports to the IT Operations Supervisor.

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 leader, configures, installs and troubleshoots new and existing computer equipment and related peripherals; receives, documents and coordinates problems reported to IT
• Diagnoses software and hardware failures; analyzes issues and develops and documents solutions; informs users of system-wide issues and resolutions
• Provides on-site technical support to City locations; trains, advises and assists personnel with technical issues related to computer software and hardware and telecommunications systems.
• Coordinates receiving and warehousing of computers and related equipment; coordinates preparation of old equipment for disposal
• Customizes, debugs, tests, troubleshoots and implements complex computer programs and devices for City departments with specific or special needs, such as the Mobile Data Computer network and Computer Aided Dispatch systems for the Police department
• Participates in day-to-day administration, maintenance and support of voice telecommunication systems, facilities and equipment; utilizing detailed scripts and procedures, makes programming changes to a voice communications system to add, move and/or modify voice communication users, equipment, lines and automated services; maintains system databases on the physical locations, descriptions, access privileges and routing protocols for all voice communications users and services; arranges with outside vendors for the installation of new equipment; generates call detail and other usage reports
• Develops standards and control procedures for end users; prepares documentation of end user requirements; assists with the design of new systems
• Prepares and presents technical reports as required, including project schedules and updates charts and diagrams.
• Conducts or assists with feasibility studies regarding computer systems and applications; provides recommendations for short- and long-range planning related to automation, future systems and new technology; researches and evaluates software packages and hardware for standardization
• 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
• Attends meetings, training seminars and professional meetings
• Monitors and reviews new software and hardware products and tools
• Assists Networking Staff with installation and support of network hardware and software
• Trains or instructs on-line customers in use of computer programs and operating procedures
• Works cooperatively with customers in a responsive, helpful, courteous and tactful manner
• 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; and four years of progressively responsible professional technical support and help desk experience in a multi-user, multi-platform, client server-oriented information and voice communication system environment, including two years of experience on Microsoft networks; or an equivalent combination of training and experience. 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.  Experience in telecommunications installation and support Certification as a Certified Network Administrator, Certified Network Engineer, and or Microsoft Certified Network Engineer, A+ and Network+. Extensive knowledge of federal, state and local laws, codes and regulations pertaining to the use of computer hardware and software; programming and research techniques, methods and procedures.

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 and frequently to lift up to 50 pounds. Specific vision abilities required by this job include close vision, ability to adjust focus and ability to distinguish basic colors and/or 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. Some job assignments require frequent climbing of stairs and expose the employee to loud, continuous noise levels.

FLSA Status: Non-Exempt

REVISED: 06/06

 

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

This Page was last updated on 03/16/07
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