INFORMATION TECHNOLOGY TECHNICIAN
Grade 21
General Statement of Duties
Performs technology user support services for all Town departments related to the Town’s computer devices, voice, data and media systems.
Distinguishing Features of the Class
An employee in this class performs technical work to administer and maintain the Town’s computer systems including maintenance of the Town’s IT infrastructure including some or all systems as needed: network connectivity, server connectivity, common and specialized software, phone system, and audio-visual equipment. Employees respond to requests for assistance, troubleshooting problems, provide training and orientation to users, setting up new equipment and repairing and replacing hardware and software as necessary. In addition, employees assist in various tasks such as maintaining security software, maintaining inventory databases, and setting up for meetings, unpacking and installing equipment and software. Responsibilities may include on-call and after hours work or response. Work may require occasional weekend and evening hours that is performed under general supervision and is evaluated through observation and the quality and effectiveness of the work.
Duties and Responsibilities
Essential Duties and Tasks
- Provides first response technical support for hardware and software to the end users and responds to requests for assistance; areas supported include PC’s, Smartphones, Digital Displays, applications such as New World, City Works and all Microsoft products, phone/VoIP system, peripherals such as printers and scanners, or for specific department-related programs and equipment; works by phone or remote access, or drives to work locations to provide on-sight support.
- Troubleshoots problems with the users’ phone, software or hardware and repairs and replaces computer components as necessary.
- Provides technical support and administration for the e-mail system and New World
- Assists with installation, testing, operation, troubleshooting and maintenance of any hardware and software systems.
- Maintains antivirus and inventory software and assists with security enhancement; assists with backup, maintenance, and disaster recovery efforts.
- Provides administrative support to department specific software applications such as meter reading, recreation class registration, police reporting or communications software.
- Implements operating and other software patches and updates.
- Maintains audio-visual equipment at multiple locations.
- Maintains PC inventory databases, tracks equipment as it is installed and upgrades or relocates equipment as needed.
- Troubleshoots problems with customized software programs as well as PC’s and performs upgrades.
- Orders replacement parts and repairs laptops and desktop computers.
- Keeps an up to date inventory of all software and hardware installed on each computer.
- Prepares material, organizes, and teaches software classes for employees.
- Researches and stays current on software and hardware systems; documents work done on hardware and software issues.
- Provides after-hours support for meetings of the Council or other groups or for communications center and law enforcement systems.
- May perform basic, closely directed work with the Town’s business applications, servers, network and/or database management in support of higher level staff and in preparation for future advanced assignments.
Additional Job Duties
- Provides backup support for other staff.
- Performs occasional weekend software installation, and computer, server, phone and network maintenance.
- Performs other duties as required.
Recruitment and Selection Guidelines
Knowledge, Skills and Abilities
- General knowledge of computers systems and local area networks (wired and wireless).
- General knowledge of software programs in current use by the Town such as Microsoft Office and Windows OS
- Ability to prioritize and multitask work.
- Ability to resolve common issues with phones and the VoIP system
- Ability to install and maintain hardware and software programs
- Ability to troubleshoot and resolve problems with peripherals such as printers, scanners, digital signage and cameras
- Ability to develop and maintain effective working relationships with supervisors, employees and other computer users.
- Ability to communicate technical information to computer users in a manner understood by non- technical staff,
- Ability to produce written reports and write effectively.
- Ability to research and learn new technologies and expand knowledge base.
Physical Requirements
- Must be able to perform the basic life operational support functions of walking, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
- Must be able to perform medium work exerting up to 50 pounds of force occasionally and/or up to 20 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
- Must possess the visual acuity to prepare and analyze figures, operate a computer terminal, perform mechanical tasks in the computer environment, do extensive reading, and do visual inspections of computer parts and automated data.
Desirable Education and Experience
Associate’s degree in computer science or related field and experience working with technology and computer systems; or an equivalent combination of training and experience. Prefer computer certificates to include A+ and MCP and some experience maintaining computer networks and personal computers.
Special Requirement
- Possession of valid NC driver’s license
- Background check to include fingerprints will be required upon hire.