Systems Support Technician

This position performs technical duties to assist in troubleshooting, repairing, maintaining, testing, and installing computer equipment, peripherals, data communication systems, and network systems.

• Diagnoses and resolves basic hardware/software problems; responds to problems from staff members, end-users, etc.; provides remote problem resolution when possible.
• Installs, configures, secures, supports, and maintains hardware and software infrastructure in accordance with best practices.
• Works with user department to define software and hardware and to locate or develop technology solutions.
• Manages, updates, and repairs communications hardware and software.
• Manages mobile devices.
• Prepares and presents a variety of technical documentation and reports.
• Provides end user training to city staff.
• Provides technical guidance for end-uses and staff members.
• Responds to after-hours emergencies when on-call.
• Performs related duties.

• Knowledge and level of competency commonly associated with the completion of an associate's degree in a course of study related to the occupational field, or any combination of education, training, and experience that demonstrates the above listed knowledge, skills and abilities.
• Sufficient experience to understand the basic principles relevant to the major duties of the position, usually associated with the completion of an apprenticeship/internship or having had a similar position for one to two years.
• Knowledge of the principles used in analyzing, evaluating, modifying, installing, maintaining, expanding, networking, and testing information systems technology. 
• Knowledge of network administration principles.  
• Knowledge of the installation, updating, troubleshooting and repair of information technology software, hardware, and peripheral devices. 
• Skill in the provision of training and service to end-users. 
• Skill in troubleshooting and resolving computer hardware and software problems. 
• Skill in problem solving. 
• Skill in prioritizing and planning. 
• Skill in interpersonal relations. 
• Skill in oral and written communication.

Guidelines

• Industry best practices; manufacturer installation, operations and repair manuals; and department and city policies and procedures. These guidelines require judgment, selection, and interpretation in application.

Complexity/Scope of Work

• The work consists of varied technical duties. Frequent changes to industry standards contribute to the complexity of the position.
• The purpose of this position is to provide technical support for the city information systems. Successful performance contributes to the efficiency and effectiveness of a variety of city operations.

Contacts

• Contacts are typically with coworkers, vendors, contractors, and the general public.
• Contacts are typically to exchange information, resolve problems, and provide services.

Physical Demands/Work Environment

• The work is typically performed while sitting at a desk or table or while intermittently sitting, standing, or stooping. The employee frequently lifts light and occasional heavy objects, climbs ladders, uses tools or equipment requiring a high degree of dexterity, distinguishes between shades of color, and utilizes the sense of smell.
• The work is typically performed in an office.

Supervisory and Management Responsibility

• None.