DESCRIPTIONUnder general supervision, performs specialized and technical work diagnosing and repairing personal computer equipment and software for assigned City department. Work involves ensuring computer equipment and software is running properly, repairing and troubleshooting, and installing software on new computers and other endpoint devices. Work is performed in accordance with detailed instructions and established routines; however, the employee is required to be alert to apparent irregularities in the data and to notify appropriate personnel of such irregularities. Employee must exercise tact and courtesy in frequent contact with system users, and employ initiative and independent judgment in completing assigned tasks.To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.ESSENTIAL JOB FUNCTIONS
- Ensures computer equipment and software is running properly; troubleshoots, diagnoses and repairs problems with PC hardware and software.
- Configure new computers, peripherals and mobile devices; installs new software on computers and mobile devices.
- Installs computers and other endpoint devices in a multi-protocol network environment.
- Responds to helpdesk calls and emails in a timely manner.
- Creates and updates support tickets per defined service-level agreements using the KACE HelpDesk ticketing system.
- Contacts vendors to solicit repairs to equipment within warranty.
- Performs other related duties as required.
- Knowledge of Microsoft 365 applications to include Office suite, Intune, etc.
REQUIRED QUALIFICATIONSAssociate's degree in computer science or information systems, and 1 to 2 years of experience in computer system operation; or any equivalent combination of training and experience which provides the required skills, knowledge and abilities. Requires a valid driver's license.SUPPLEMENTAL INFORMATION
- Knowledge of the operating characteristics, capabilities, limitations, and service requirements of the computer and all its auxiliary equipment employed in the current operations environment.
- Knowledge of the operation of an computer and all its peripheral equipment.
- Knowledge of the diagnosing and repairing various types of personal computer equipment and system application software.
- Knowledge of data processing operations, procedures, and terminology.
- Knowledge of modern office practices and procedures.
- Ability to detect and correct system and program failures.
- Ability to revise production and testing schedules for the achievement of maximum computer time utilization.
- Ability to understand and follow complex oral and written instructions.
- Ability to prepare clear and concise instructions, and convey them orally and in writing.
- Ability to establish and maintain effective working relationships as necessitated by work assignments.
- Ability to compare and/or judge the readily observable, functional, structural, or compositional characteristics (whether similar to or divergent from obvious standards) of data, people or things.
- Ability to speak and/or signal people to convey or exchange information. Includes receiving instructions, assignments and/or directions from supervisors.
- Ability to read a variety of reports and records, purchase orders, computer manuals, wiring diagrams, etc. Requires the ability to prepare a variety of forms, etc., using proper format.
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagrammatic form; to deal with problems involving several concrete variables in or from standardized situations.
- Ability to record and deliver information, to explain procedures, to follow oral and written instructions.