Under general supervision, to provide end user technical support and training, including performing help desk functions involving the installation, configuration, troubleshooting and support of desktop and laptop hardware, software, operating systems, printers and peripherals; and to do other work as required.
This is the advanced journey level class in the IT support services series. Incumbents perform complex, difficult and varied duties. Work requires the use of independent judgment and is usually performed under limited supervision or direction. Incumbents may lead the work of assigned staff and act as mentors. Errors could jeopardize projects and are significant in terms of dollars, lost time, and/or department image. Errors may also result in significant legal exposure from software licensing non-compliance or inappropriate release or loss of data.
Thorough knowledge of:
- The methods and techniques used in the installation, configuration, support and troubleshooting of relevant operating systems, software applications, hardware and peripherals.
- Commonly and/or locally used operating systems, software applications and hardware.
Working knowledge of:
- Basic network concepts and network administration.
- Methods to analyze customers' needs and requirements and identify possible business solutions.
- Independently install and troubleshoot locally used software applications, hardware, and peripherals at the desktop level.
- Analyze information effectively.
- Identify and solve basic networking problems.
- Work independently in local and/or remote locations.
- Communicate effectively, both orally and in writing.
- Prioritize multiple tasks.
- Provide customer service.
- Explain computing concepts to non-technical staff.
- Provide technical training (one-on-one, small group, and formal presentations).
- Learn new software applications.
- Work cooperatively and effectively with other staff members, customers and vendors.
- Lift equipment weighing up to 40 pounds.
Education and Experience:
Any combination of training and experience which would provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:
A Bachelor's degree from an accredited college or university in a computer related field and three years of experience performing both technical support and training.
Three years of experience performing both general technical support and training, which included level I support for two or more relevant enterprise level applications.
Five years of experience performing both technical support and training.
Background Investigation: Some positions may require fingerprinting and/or background investigation.
License: Possession and maintenance of a California Class C Driver License.
Physical Requirements: The ability to lift equipment weighing up to forty pounds.
Other Special Requirements: Availability to work irregular hours, which may include evenings, nights, weekends and holidays.
Previous Class Titles: Information Center Systems Analyst, Sr. Departmental Information Systems Analyst, Departmental Information Systems Specialist
Bargaining Unit: 41
Worker's Comp Code: 0053
EEOC Code: 02
Occupational Unit Group: 84