Provide desktop solutions and advanced technical support.
FULL PURPOSE OF CLASSIFICATION
The purpose of this classification is to provide desktop solutions and advanced technical support relating to applications, systems, software, hardware, and networking for the desktop and personal computer users. Employees in this classification may provide general support as part of the city’s centralized Information Technology division or provide specialized support for specific applications within a department.
ESSENTIAL FUNCTIONS
The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.
Provides on-site user support for mainframes, personal computers, telecommunications, and pagers for problems with hardware and software; performs diagnostic analysis and troubleshooting to resolve desktop conflicts with system hardware, software, networking, memory, and processor specifications for end-users of personal computers.
Upgrades and configures networking system software and PC operating system software on desktop computers.
Installs new programs, systems and software and integrates them with existing systems; installs, addresses, configures and programs computer equipment and peripheral devices.
Assists user-departments with needs assessments relating to requirements, use, and operation of desktop and personal computers; reviews departmental operations to analyze and devise end-user solutions utilizing software, hardware, and networking on desktop and personal computers.
Develops or revises existing programs and applications to perform data management tasks relating to utilities, telecommunications, database, internet, and operating systems; provides technical documentation for use in servicing end-users.
Communicates with hardware/software service representatives and technical support representatives; provides information concerning operational and/or mechanical problems as appropriate.
Provides technical support, training, information, and assistance to system users in operation of hardware and software; troubleshoots and/or resolves problems.
Maintains current knowledge of applicable policies, and procedures; maintains an awareness of new procedures, trends, and advances in the profession; reads professional literature; maintains professional affiliations; attends workshops and training sessions as appropriate.
Monitors inventory levels of equipment, supplies, tools, and other materials; ensures availability of adequate materials to conduct work activities; initiates requests for new/replacement items; obtains competitive price quotes from vendors; prepares equipment specifications; assists in coordinating bid process.
Communicates with supervisor, employees, other departments, the public, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems; responds to requests for service or assistance.
Prepares or completes various forms, reports, correspondence, time cards, supply lists, or other documents.
Receives various forms, reports, correspondence, equipment operating manuals, procedures, handbooks, reference materials, manuals, or other documentation; reviews, completes, processes, forwards or retains as appropriate.
Operates a personal computer and other general office equipment as necessary to complete essential functions, to include the use of word processing, spreadsheet, database, or other system software.
ADDITIONAL FUNCTIONS
Performs other related duties as required.
MINIMUM QUALIFICATIONS
Associate’s degree in computer science, or closely related field; one to two years of experience in personal computer applications; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.
PERFORMANCE APTITUDES
Specific Knowledge, Skills, or Abilities: Must be able to learn, comprehend, and apply all city or departmental policies, practices, and procedures necessary to function effectively in the position.
Data Utilization: Requires the ability to review, classify, categorize, prioritize, and/or analyze data. Includes exercising discretion in determining data classification, and in referencing such analysis to established standards for the purpose of recognizing actual or probable interactive effects and relationships.
Human Interaction: Requires the ability to apply principles of persuasion and/or influence over others in coordinating activities of a project, program, or designated area of responsibility.
Equipment, Machinery, Tools, and Materials Utilization: Requires the ability to overhaul, restore, renovate, construct, and/or rebuild equipment, machinery, or objects, requiring adherence to prescribed standards and specifications. Requires the ability to operate and control the actions of the same equipment, machinery, and/or objects.
Verbal Aptitude: Requires the ability to utilize a wide variety of reference, descriptive, advisory and/or design data and information.
Mathematical Aptitude: Requires the ability to perform addition, subtraction, multiplication, and division; the ability to calculate decimals and percentages; the ability to utilize principles of fractions; and the ability to interpret graphs.
Functional Reasoning: Requires the ability to apply principles of influence systems, such as motivation, incentive, and leadership, and to exercise independent judgment to apply facts and principles for developing approaches and techniques to resolve problems.
Situational Reasoning: Requires the ability to exercise judgment, decisiveness and creativity in situations involving evaluation of information against measurable or verifiable criteria.
ADA COMPLIANCE
Physical Ability: Tasks require the ability to exert very moderate physical effort in light work, typically involving some combination of stooping, kneeling, crouching and crawling, and which may involve some lifting, carrying, pushing and/or pulling of objects and materials of moderate weight (12-20 pounds).
Sensory Requirements: Some tasks require the ability to perceive and discriminate colors or shades of colors, sounds, and visual cues or signals. Some tasks require the ability to communicate orally.
Environmental Factors: Performance of essential functions may require exposure to adverse environmental conditions, such as dust, electric currents, or bright/dim light.
FULL PURPOSE OF CLASSIFICATION
The purpose of this classification is to provide desktop solutions and advanced technical support relating to applications, systems, software, hardware, and networking for the desktop and personal computer users. Employees in this classification may provide general support as part of the city’s centralized Information Technology division or provide specialized support for specific applications within a department.
ESSENTIAL FUNCTIONS
The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.
Provides on-site user support for mainframes, personal computers, telecommunications, and pagers for problems with hardware and software; performs diagnostic analysis and troubleshooting to resolve desktop conflicts with system hardware, software, networking, memory, and processor specifications for end-users of personal computers.
Upgrades and configures networking system software and PC operating system software on desktop computers.
Installs new programs, systems and software and integrates them with existing systems; installs, addresses, configures and programs computer equipment and peripheral devices.
Assists user-departments with needs assessments relating to requirements, use, and operation of desktop and personal computers; reviews departmental operations to analyze and devise end-user solutions utilizing software, hardware, and networking on desktop and personal computers.
Develops or revises existing programs and applications to perform data management tasks relating to utilities, telecommunications, database, internet, and operating systems; provides technical documentation for use in servicing end-users.
Communicates with hardware/software service representatives and technical support representatives; provides information concerning operational and/or mechanical problems as appropriate.
Provides technical support, training, information, and assistance to system users in operation of hardware and software; troubleshoots and/or resolves problems.
Maintains current knowledge of applicable policies, and procedures; maintains an awareness of new procedures, trends, and advances in the profession; reads professional literature; maintains professional affiliations; attends workshops and training sessions as appropriate.
Monitors inventory levels of equipment, supplies, tools, and other materials; ensures availability of adequate materials to conduct work activities; initiates requests for new/replacement items; obtains competitive price quotes from vendors; prepares equipment specifications; assists in coordinating bid process.
Communicates with supervisor, employees, other departments, the public, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems; responds to requests for service or assistance.
Prepares or completes various forms, reports, correspondence, time cards, supply lists, or other documents.
Receives various forms, reports, correspondence, equipment operating manuals, procedures, handbooks, reference materials, manuals, or other documentation; reviews, completes, processes, forwards or retains as appropriate.
Operates a personal computer and other general office equipment as necessary to complete essential functions, to include the use of word processing, spreadsheet, database, or other system software.
ADDITIONAL FUNCTIONS
Performs other related duties as required.
MINIMUM QUALIFICATIONS
Associate’s degree in computer science, or closely related field; one to two years of experience in personal computer applications; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.
PERFORMANCE APTITUDES
Specific Knowledge, Skills, or Abilities: Must be able to learn, comprehend, and apply all city or departmental policies, practices, and procedures necessary to function effectively in the position.
Data Utilization: Requires the ability to review, classify, categorize, prioritize, and/or analyze data. Includes exercising discretion in determining data classification, and in referencing such analysis to established standards for the purpose of recognizing actual or probable interactive effects and relationships.
Human Interaction: Requires the ability to apply principles of persuasion and/or influence over others in coordinating activities of a project, program, or designated area of responsibility.
Equipment, Machinery, Tools, and Materials Utilization: Requires the ability to overhaul, restore, renovate, construct, and/or rebuild equipment, machinery, or objects, requiring adherence to prescribed standards and specifications. Requires the ability to operate and control the actions of the same equipment, machinery, and/or objects.
Verbal Aptitude: Requires the ability to utilize a wide variety of reference, descriptive, advisory and/or design data and information.
Mathematical Aptitude: Requires the ability to perform addition, subtraction, multiplication, and division; the ability to calculate decimals and percentages; the ability to utilize principles of fractions; and the ability to interpret graphs.
Functional Reasoning: Requires the ability to apply principles of influence systems, such as motivation, incentive, and leadership, and to exercise independent judgment to apply facts and principles for developing approaches and techniques to resolve problems.
Situational Reasoning: Requires the ability to exercise judgment, decisiveness and creativity in situations involving evaluation of information against measurable or verifiable criteria.
ADA COMPLIANCE
Physical Ability: Tasks require the ability to exert very moderate physical effort in light work, typically involving some combination of stooping, kneeling, crouching and crawling, and which may involve some lifting, carrying, pushing and/or pulling of objects and materials of moderate weight (12-20 pounds).
Sensory Requirements: Some tasks require the ability to perceive and discriminate colors or shades of colors, sounds, and visual cues or signals. Some tasks require the ability to communicate orally.
Environmental Factors: Performance of essential functions may require exposure to adverse environmental conditions, such as dust, electric currents, or bright/dim light.