Information Technology Technician (11)

Under the direction of the Information Technology Director, the Information Technology Technician represents a grouping of positions engaged in the administration, configuration, maintenance and troubleshooting of County servers, AS/400, WAN/LAN system, County enterprise applications (e.g. CAMA, Tax, Sheriff Department applications/systems, Health/Human Service systems, etc.) and telecommunication systems (e.g. terminal services, VOIP, mobile devices, etc.); and providing user support and help desk functions.

• Installs, modifies, upgrades, monitors, and provides support for the County’s WAN/LAN system (e.g. switches, wireless controllers, external wireless antennas, access points, VPN, cable infrastructure, etc.). Facilitates the troubleshooting and problem solving of connectivity issues.
• Administers, configures, and maintains the AS/400 hardware and software. Manages AS/400 jobs, security, printers, controllers, communication lines, and system resources. Performs system backup procedures in accordance with department procedures.
• Maintains and monitors virtual and physical servers utilizing various operating systems (e.g. Windows Server 2019+, Linux).
• Assist with planning, managing & facilitating the design and implementation of major IT projects.
• Supports and maintains the computers, monitors, and peripherals in all departments in the county.
• Provide user support and assistance in the enterprise software (e.g. CAMA, MN Tax, Paymate, ApplicationXtender, o365). This requires a very broad variety of knowledge in both hardware and software systems.
• Trains end-users on the use and care of computer hardware and common software.
• Troubleshoot VPN user access, and provide remote support when possible.
• Administers, configures, and maintains the Document Imagery System.
• Sets up new users and configures security rights to system applications. Assists the department head with application design. Configures and maintains associated SAN.
• Maintains knowledge of data protection within standards such as Health Insurance Portability and Accountability Act (HIPAA), FBI and BCA Criminal Justice Information Systems (CJIS) policies, IRS Federal Tax Information (FTI) safeguards, and a general understanding of the National Institute of Standards and Technology (NIST) best practices.
• Access to confidential information and will maintain appropriate confidentiality on all subject matters and Data Privacy must be adhered to.

• Provides technical support and assistance for PC and network issues. Performs help desk duties and activities.
  • Installs and configures software and hardware on laptops and PCs.
  • Troubleshoots PC problems; removes viruses and malware; addresses hardware failures and system configuration issues.
  • Creates and maintains computer image files to initialize new computers and support existing computers.
  • Administers users’ access, group and document security and workstation customization.
  • Facilitates users training sessions and provides assistance with County support software and applications.
• Administers, maintains, and supports the VOIP phone system. Troubleshoots and resolves related telecommunication problems. Serves as a liaison to telecommunications vendor regarding issues, problems or service needs.
• Generates and maintains documentation on any IT issues, processes, or procedures. Generates and maintains documentation on servers, computers, network devices, and software configurations.
• Maintains an asset database incorporating all county hardware.
• Submit IT Board Meeting agenda items and communication as directed. 
• Technical advisor to Web-site committee. Responsible for ADA accessibility of the county website. 
• Preparation for sale or disposal of obsolete IT equipment.
• Follows, enforces, and assists with maintaining and updating the IT business plan, telecommunication policy, acceptable use policy, and any other policies or procedures adopted by the County and department.
• Performs other duties of a comparable level or type, as required. 
  • Keeps abreast of changing legislation, trends and developments in areas of responsibility.

AA Degree in Computer Science, Information Technology, or related field.

Required Minimum Work Experience in Addition to Formal Education/Training:

Minimum of 3 years directly related experience in the installation, maintenance and support of telecommunication and technology systems, hardware, software and peripherals or combination of education and experience.

Identify licenses/certification required:  
Fingerprinting required

Requires a valid driver's license in the State of MN.  

Desired certifications include A+, Windows OS and Server Certification, Linux.Essential knowledge and specialized subject knowledge required to perform the essential functions of the job:

• Knowledge of voice and data network operating systems and network management tools and equipment.
• Knowledge of County enterprise software and applications, business productivity software.
• Principles, concepts, practices, and approaches to LAN/WAN administration, computer systems, applications, and interface programs.   Knowledge of multi-server operating systems and environments.
• Knowledge of Microsoft desktop OS, deployment, and support strategies.
• Knowledge of computer components and peripherals.
• Knowledge of procedures, practices, and equipment involved in the installation, maintenance, and connectivity of networks systems and equipment (e.g. routers, servers, switches, firewalls, workstations, and various computer operating systems, wiring standards, Ethernet, etc.).
• Knowledge of county general administrative policies and procedures (i.e. purchasing, accounting, documentation, HR, budgeting.)

Skilled in:
 Monitoring, maintaining, configuring, and troubleshooting network equipment and problems, application software, computer system operational/equipment problems and issues, and telecommunication equipment.

• Troubleshooting computer and networking components.
• Maintaining department records and technical documentation in accordance with department policies and procedures.
• Prioritizing and managing own time effectively.  
• Ability to work under time pressures.
• Customer support orientation.
• Providing technical user support services.
• Administering security data procedures and user accounts.
• Establishing and maintaining effective working relationships with employees, supervisors, department heads, officials, vendors, and the public.
• Communication and presentational skills to train staff, ability to explain technical issues in non-technical terms, and to collaborate with all levels of county staff in the addressing user needs and providing technical support.
• Implementing user training in computer operation, networking, and software use.
• Ability to read, analyze and interpret system and operational requirements.

Physical requirements associated with the position can be best summarized as follows:

Medium Work:

Exerting up to 50 pounds of force occasionally, and/or up to 25 pounds of force frequently, and/or negligible amount of force constantly to lift, carry, push, pull, or otherwise move objects in the performance of the job.

Unusual or hazardous working conditions related to performance of duties:

Duties of the job are primarily technical and user support duties in nature performed in a typical County office(s).  Duties may occasionally require climbing short ladders, crawling on floors, and lifting equipment and risk of electrical shocks. Risks and hazards associated with the job can be minimized by general risk management procedures and proper safety equipment.