Under general supervision by the IS Manager, the Desktop Technician II provides work direction to technical staff, provides support for technical equipment, including installing hardware and software, configuration and troubleshooting of computers, monitors, peripherals and software applications. Incumbents must use reasoning and judgment based upon training, education and/or experience to produce alternatives to user needs which fall within established guidelines. The Desktop Technician II provides technical information and guidance to other team members, provides technical direction to the Technical Support Desk Technician team, and acts as an escalation point when needed. Approximately 50% to 75% of an incumbent's time is spent resolving user technical questions and issues. The incumbent also may serve as project lead for system-wide deployments and updates. Essential Duties and Responsibilities :
Provides advanced support for technical equipment, including software and hardware, and performs installation, configuration and troubleshooting of computers, monitors, peripherals and software applications. Completes tasks as assigned to keep technical hardware and software properly installed and maintained; Works with end-users to ensure systems are working properly and technical assistance is available where needed for troubleshooting, support, and training; Researches and evaluate hardware and software as necessary for assistance to manager for purchase recommendations; Tests new and existing hardware and software to ensure adequate performance; Deploys new assets as required to keep lifecycle equipment on schedule, as assigned; Maintains and creates technical documentation for the computer systems, including instructions and support files, to ensure proper install and maintenance of systems; Maintains and updates fixed asset inventory; Maintains City IT security posture when working with departments and vendors. Using independent judgment provides leadership to department personnel under the span of control. Provides training and work direction, ensuring the employee knows and follows department and city rules as well as sound work and safety practices in order to accomplish the job objectives and avoid injury or loss. Communicates courteously and professionally and maintains working relationships with others in carrying out job functions. Frequently interacts with others across the organization to exchange detailed and/or technical information; Provides courteous, professional service to all customers. Performs all job duties in compliance with safety guidelines and with an ongoing awareness of safety practices. Knows and follows department and city rules as well as sound work and safety practices in order to accomplish the job objectives and avoid injury or loss; Wears proper protective equipment when policy requires, or conditions indicate a need exists and utilizes proper body mechanics and ergonomics while performing work; When potentially unsafe conditions are observed makes efforts to avoid or correct them if they are controllable and draws them to the attention of the responsible supervisor or safety representative in a timely manner. Performs other duties and activities as assigned. The job requires an Associate degree in Computer Science, Information Technology, or related technical field and three (3) or more years of experience sufficient to successfully perform the essential duties of the job such as those listed above. A valid driver's license or evidence of equivalent mobility is also required. Knowledge, skills and ability include:
- Advanced skill in computer hardware/software installation, maintenance and troubleshooting;
- Knowledge of service desk practices and environment of completing computer related tasks;
- Knowledge of computer hardware and related software
- Knowledge of Windows Operating systems;
- Knowledge of Microsoft Office applications - Word, Excel and Access - sufficient to provide advice and guidance on technical questions;
- Skill in communication and interpersonal skills as applied to interaction with coworkers, supervisor, and others
- Skill in accomplishing work in a timely and effective manner
- Skill in working with other functional areas to promote teamwork and provide outstanding customer service
- Ability to effectively organize and prioritize work
- Ability to provide customer service and communicate effectively both orally and in writing
This job is performed in a normal office environment. Frequent travel to remote locations is required. Activities the incumbent must perform include fingering, talking, hearing/listening, seeing/observing and using repetitive motions. Medium Work: This job is rated for Medium Work, meaning that the incumbent must be able to exert up to 60 pounds of force occasionally and/or up to 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Some requirements in this job description may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees. All requirements are subject to modification to reasonably accommodate individuals with disabilities. Requirements are representative of minimum levels of knowledge, skills, and experience required. To perform this job successfully, the worker must possess the abilities and aptitudes to perform each duty proficiently. This document does not create an employment contract, implied or otherwise, other than an at will employment relationship. The City Administrator retains the discretion to add duties or change the duties of this position at any time. recblid 52eoamr693v70q7r0z3vhnci43rmdp
