Location: all cities,CA, USA
DEFINITION
Under direction and supervision, to troubleshoot, analyze and resolve system/application, related support requests including specialties such as Systems, Help Desk, Geographic Information Systems (GIS) and Web, to assist and train users in personal computer (PC) hardware/software, and to provide systems support and to perform related work as assigned. While this position will require basic knowledge in all the above areas, the incumbent(s) will be required to specialize and be assigned to one of the above specialty areas.
DISTINGUISHING CHARACTERISTICS
Systems Technician I is the entry-level class of the series. Initially under close supervision, incumbents learn and perform a variety of functions related to support of PC's, Networks, Operating Systems, and Applications.
Systems Technician II is the qualified, assistant level class of this series. Competent to perform a variety of technical duties including the maintenance and support of PC's or web technologies. Positions are characterized by the presence of general guidelines from which to make decisions and the availability of supervision in non-routine circumstances. Positions at this level are accomplished users of common desktop and/or specialized applications software/tools related to the area of assignment. Incumbents in this class of this series may provide assistance to staff on complex issues.
Systems Technician III is the highly qualified and diversified, and associate level class of this series, competent to perform a multitude of support and maintenance duties. Incumbents work with minimal supervision, and generally receive only occasional assistance. Employees in the associate level class may provide guidance and direction to other staff members as needed.
REPORTS TO
Information Technology Manager or the designated department supervisor or manager when assigned to GIS.
CLASSIFICATIONS SUPERVISED
This is not a supervisory classification.
(The following is used as a partial description and is not restrictive as to duties required.)
Assist users to locate and resolve personal computer problems which may include: communications, hardware and personal computer software.
Work as part of a team that troubleshoots, analyzes, and resolves system/PC application related support requests including applications that run on a personal computer and are not installed on a server.
Install, support, maintain nd diagnose client side software and escalate problems to the Engineer level if determined to be server or network oriented.
Keep users informed as to project or program status.
Assist in providing citywide training for hardware, software, and/or desktop applications.
Assist in securing information required for completion of projects.
Assist in installing testing and maintaining personal computer hardware and software.
Use third-party installation/maintenance tools to package new and existing applications for client side distribution to the City's computers. This may also include testing packages, troubleshooting problems during package roll out, monitoring reports of the application deployment process and correcting, reporting or escalating any issues identified depending on the level of complexity.
Perform research and development tasks in personal computers and related software.
Provide quality assurance on assigned work orders, projects or various PC applications.
Provide technical support to customers of standard city hardware, software, and applications.
Assist with the development of new procedures.
May research and evaluate new advances in Information Technology.
Assist with project management duties (Level III).
When assigned to Systems:
Specialize in the testing configuration, and installation of new microcomputer hardware and software.
Assist in researching and evaluating new advances in personal computer hardware and software.
Troubleshoot and perform minor maintenance on personal computer hardware, software, printer, and network related computer problems.
Assist in the physical installation of network equipment.
Install personal computer cables, personal computer devices, and hardware upgrades as assigned.
Assist in maintaining inventory of existing and newly acquired computer hardware and software.
Assist with the maintenance of cable route maps, software license, and version tracking.
When assigned to Geographic Information Systems (GIS):
Work with City GIS Coordinator to maintain City GIS standards.
Work within City GIS Program.
Assist users with GIS map/data maintenance.
Assist with the development, maintenance, and quality assurance of geographic and tabular GIS data sets.
Maintain meta-data for GIS data sets.
Carry out data entry needs, including geocoding services.
Prepare working and presentation maps, reports, and documents on an as needed basis.
Maintain printing and plotting devices.
Collect data from field inventory and process internally.
When assigned to Help Desk:
Diagnose and resolve problems in the area of hardware, applications, and operating systems on Windows based PC's over the telephone.
Assist callers with connectivity problems in a network environment.
Dispatch service to provide advanced levels of support when necessary.
Keep users informed as to the status of open calls, per established procedures.
Detail users problems into problem management software.
Routinely check the Help Desk voice mail and respond to requests or service appropriately.
Assist in maintaining inventory of existing and newly acquired computer hardware and software.
Assist in maintaining cable route maps, software license, and version tracking.
When assigned to WEB:
Assist users with web content maintenance.
Develop and maintain web pages for city-hosted sites.
Prepare graphics and banner ads.
Ensure Meta tag and all text data is complete.
Assist in securing information required for completion of projects.
Monitor site for broken links, correcting as necessary.
Provide technical support to customers for Internet related tasks.
Knowledge of:
Systems Technician I:
Depending on assignment, special interest areas including Systems, Help Desk, GIS or Web.
Concepts of server systems.
Principles and techniques of computer systems analysis.
Local Area Network (LAN) and Wide Area Network (WAN) concepts, terminology, and operating systems.
Principles of Information Systems security.
Personal computers, information systems, and Internet technologies applicable to specialized concepts related to Systems, Help Desk, or Web.
GIS - Concepts of GIS, Global Positioning Systems, automated mapping systems and database management.
Systems Technician II: (In addition to the requirements of level I)
Database concepts.
Experience with database systems used by the City of Merced.
GIS - Principles of cartography including methods, techniques and symbolism.
GIS - Principles of Geographic Information Systems, Global Position Systems, automated mapping systems, and database management systems and their applied use in the working environment.
WEB - Database connectivity, computer graphic applications and appropriate use of graphics formats.
WEB - Principles of using HTML and web based scripting.
Systems Technician III: (In addition to the requirements of levels I and II)
Concepts of domain architecture and group policies.
Advanced techniques and diagnosis knowledge of computer systems and analysis.
GIS - Working knowledge of Geographic Information Systems, Global Positioning Systems, automated mapping systems, and database management systems and their applied use in the working environment.
WEB - HTML and knowledge of server side scripting languages.
Skill in:
Systems Technician I:
Developing and maintaining effective working relationships with those contacted in the course of the work.
Operating a personal computer and related office equipment.
Maintaining attention to detail despite interruptions.
Communicating effectively, both verbally and in writing.
Following oral and written instructions.
Documenting and maintaining accurate computer record and procedures.
Working with, controlling, and maintaining sensitive, confidential information according to legal standards and/or City regulations as required.
Organizing and managing assigned tasks and requests from customers.
Working in a team environment or independently, as conditions require.
Providing excellent customer service and support to both internal and external customers.
Working with word processing, database, spreadsheet, and presentation software.
Troubleshooting, configuring, performing simple repairs, and installing personal computer hardware/software.
Assisting in maintaining inventory of existing and newly acquired computer hardware/software.
Assisting in maintaining inventory of existing and newly acquired computer hardware and software.
Work with vendors to resolve personal computer application and client issues.
GIS - Working with GIS software.
GIS - Working with AutoCAD or other Computer Aided Drawing software tools.
WEB - Producing maps that satisfy departmental requests.
WEB - Creating/editing/updating web pages in standard formats.
WEB - Preparing graphics and banner ads.
WEB - Assisting in the design and implementation of web-based applications.
Systems Technician II: (In addition to the requirements of level I)
Using initiative and sound, independent judgment within established guidelines.
Prioritizing work and coordinating several activities simultaneously.
Assisting in maintaining cable route maps, software license, and version tracking.
Provide assistance to other Systems Technician staff on complex issues.
GIS - Working with and interpreting maps including a variety of engineering, planning, assessment, and other maps.
Systems Technician III: (I addition to the requirements of levels I and II)
Providing guidance and direction to other Systems Technician staff to implement and deliver a consistent, reliable, accurate, and cost effective support environment.
Maintaining high level of quality customer service with internal and external customers as an associate level team member.
Independently addressing complex business and technical issues.
Working with minimal supervision.
GIS - Work with specialized GIS software.
GIS - Modify GIS procedures utilizing macro tools.
WEB - Assist with the creation of database connectivity components.
WEB - Creating, modifying, and maintaining advanced scripted and dynamic web pages and applications using standard formats.
Ability to:
(All levels)
Learn specialized functions, procedures and technical support tasks related to the assignment.
Communicate tactfully and effectively with the public and remain calm and follow designated protocols in stressful and/or emergency situations.
Read and understand job-related technical manuals.
Coordinate with customers to ensure successful completion of projects or assigned tasks.
Assist in obtaining information required for completion of projects or assigned tasks.
Assist in obtaining information required for completion of projects.
Assist with the physical installation and rack mounting of preconfigured server/network equipment.
Systems Technician I
GIS - Perform technical research in Geographic Information Systems.
GIS - Review and place appropriate META information into HTML documents.
GIS - Work with GPS hardware/software tools for data collection.
Systems Technician II (In addition to the requirements of level I)
Analyze and solve problems in a timely manner.
GIS - Review and maintain meta-data.
GIS - Provide quality assurance and control of GPS data collection.
WEB - Verify link integrity within website.
Systems Technician III (In addition to the requirements of levels I and II)
Possess strong analytical skills and be able to think fast when problems occur.
Troubleshoot, configure, perform simple and complex repairs, and install microcomputer hardware.
Install, troubleshoot and resolve desktop software issues.
Assist with server configuration and maintenance tasks, while under general guidance and direction.
TRAINING AND EXPERIENCE
Any combination of experience and training that would likely provide the required knowledge, skills and ability is qualifying. A typical way to obtain the knowledge, skills and ability would be.
Systems Technician I:
Equivalent to graduation from high school or GED supplemented by specialized training in subjects directly related to the specific assignment and six (6) months of responsible paid or unpaid computer related work experience including proficiency in related technology used by the City of Merced in one of the assigned areas.
Systems Technician II:
Equivalent to graduation from high school or GED supplemented by specialized training in subjects directly related to the specific assignment and eighteen (18) months of responsible paid or unpaid computer related work experience including proficiency in related technology used by the City of Merced in one of the assigned areas.
Systems Technician III:
Graduation from high school or GED supplemented by fifteen (15) semester units of college coursework in a related area of study or possession of a recognized computer certification accepted by the Information Technology Department may be substituted for up to six (6) months of the required experience and two (2) years (6) months of responsible paid full time computer related work experience including proficiency in related technology used by the City of Merced in one of the assigned areas.
Special Requirements:
Possession of a current and valid California Class C driver's license issued by the Department of Motor Vehicles and the ability to pass a POST level background investigation. Possession of a Computer Industry Standard Certification within six months of employment.