City of Ventura

Systems Support Technician I (#G02)

Unit: SEIU - General Unit (G)
$23.20-$28.20 Hourly / $4,020.69-$4,887.19 Monthly / $48,248.30-$58,646.22 Yearly

Systems Support Technician II (#G03)

Unit: SEIU - General Unit (G)
$25.50-$31.00 Hourly / $4,420.35-$5,372.92 Monthly / $53,044.16-$64,475.01 Yearly


THE POSITION

Under general supervision, performs a variety of technical duties in the implementation, operation, maintenance, and ongoing use of the City's technology infrastructure; serves as the primary interface between the end user and information services staff; provides support for computer systems and equipment including hardware, software, and peripheral printers and related equipment. Performs a variety of technical duties as required.

DISTINGUISHING CHARACTERISTICS

Systems Support Technician I: is the entry-level class in the series.  It is distinguished from the Systems Support Technician II by the performance of the more routine tasks and duties, including participating in routine computer support activities such as less complex troubleshooting and software and hardware installation. Primary responsibility for help desk functions and providing systems support to users. Employees work under general guidance and direction, referring unusual or difficult problems to supervision.  This is a flexibly staffed position, normally advancing to Systems Support Technician II after 18 months.

Systems Support Technician II: is the journey-level class within the series.  It is distinguished by performance of the full range of job duties, as assigned, including the maintenance and installation of new software and hardware and troubleshooting and resolving user and organization wide information system problems.  Employees receive only occasional instruction or assistance, generally when new or unusual situations arise, and are fully aware of operating procedures and policies.  Positions are flexibly staffed and normally filled by advancement from the I level, or when filled from the outside possess the required education and work experience.

EXAMPLES OF DUTIES

Duties may include, but are not limited to, the following:

Provides exemplary customer service to all individuals by demonstrating a willingness to be attentive, understanding, responsive, fair, courteous and respectful, and to actively participate in maintaining a positive customer service environment.

Performs a variety of duties in the implementation, operation, and maintenance of the City's computerized information systems including troubleshooting hardware, software, and peripheral problems.

Serves as the primary interface between the end user and the City's information technology staff; receives and logs user requests for service and problem notification; prioritizes requests, resolves problem or distributes to appropriate information technology staff for response; tracks status to ensure timely response; facilitates escalation as necessary.

Installs, configures or upgrades in house or vendor software, hardware, peripherals, network copiers and printers; troubleshoots hardware and software related problems.

Works with computer users to resolve problems and answer questions on a variety of hardware components and software programs.

Provides on-call assistance for computer systems support.

Performs repairs on computer systems and peripheral equipment including network printers. Coordinates major equipment repairs, locates vendors and ships parts as needed. Arranges for vendors to perform on-site repairs. Evaluates repair service quality. Monitors inventory of information services hardware and software. Orders equipment and supplies as necessary.

Participates in the analysis, design, implementation, operation and maintenance of the City's computing systems.

Provides a variety of training programs for users on computer software and system use. Updates users with new information on software usage.

Performs system and database backup activities as necessary. Files back-up tapes and maintains tape library. Maintains software licensing. Responds to inquiries and request for new software programs. Administers and maintains organizational internal systems. Configures user accounts and troubleshoots and identifies e-mail problems.

Conducts needs assessments and feasibility studies as required.

KNOWLEDGE & ABILITIES

Knowledge of:  Basic principles, practices and methods of personal computer configuration and operations, and of network, hardware, and software troubleshooting; basic principles of computer science; computer peripherals and accessories; a variety of software programs and operating systems; modern office procedures, methods and computer equipment; principles and practices of quality customer service.

In addition, Systems Support Technician II requires knowledge of principles, practices and methods of network, hardware, and software installation and maintenance; installation and maintenance of network devices including switches, routers, and wireless devices; principles of data communications standards and implementation.

Ability to:  Perform the full range of help desk duties; identify and respond to user computer related problems; install and configure computer systems and peripheral equipment; identify, isolate, and troubleshoot hardware and software problems; install, test, and evaluate hardware and software effectively. Train computer users; understand and follow oral and written instructions; communicate clearly and concisely both orally and in writing; establish and maintain effective working relationships with those contacted in the course of work.

In addition, the ability to analyze, design, program and maintain information systems and peripherals; make recommendations in information system selections and software application packages is highly desirable.

LICENSE/CERTIFICATES

License:  Depending on assignment, possession of a valid California Class C driver's license may be required.
Certificate:  Possession of relevant and current information services industry recognized certifications are desirable.

WORKING CONDITIONS

Environment:  works in indoor office conditions; may be required to work irregular work hours and may be subject to emergency callback.  Physical Abilities:  hearing and speaking sufficient to exchange information in person, at formal presentations, or on the telephone; close vision and the ability to adjust focus to read and operate office equipment including personal computer; sitting or standing for extended periods of time; uses hands to handle, feel, or operate personal computer; mental capability to perform detailed work on multiple concurrent tasks; and under intensive deadlines.  Hazards:  exposed to computer screens.

MINIMUM QUALIFICATIONS

Both levels are required to undergo and successfully complete an extensive post-offer Police Department background investigation.

A combination of education, experience and training equivalent to completion of high school supplemented by two years of college level coursework in information/computer science or a related field OR, completion of a specialized training program in information/computer science, are required.  One year of information system experience including working on a variety of software may be substituted for specialized training in information/computer science.

In addition, Systems Support Technician II requires 18 months of increasingly responsible information services and computer support experience equivalent to that of a Systems Support Technician I with the City of Ventura, including installation and maintenance activities and working with a variety of software programs.


CLASS: G02; EST: 7/1/1998; REV: 7/1/2017;
CLASS: G03; EST: 7/1/1998; REV: 7/1/2017;