DEFINITION

Installs, diagnoses, tests, supports, and maintains a variety of computer software, hardware, data network and telecommunications infrastructure; and provides technical support to end-users. Performs related duties as required.

DISTINGUISHING CHARACTERISTICS

The Information Systems Technician I is the entry level class and the Information Systems Technician II is the full journey level class expected to be knowledgeable in and perform the full range of technical support functions in a multi-platform networking environment.

The incumbent is responsible for organizing and performing technical and analytic work within established schedules and standards using independent judgement and solving overall system problems. The incumbent receives only occasional instruction or assistance as new or unusual situations arise.

SUPERVISION RECEIVED/EXERCISED

Management staff provides direction. Responsibilities may include the direct supervision of interns and temporary staff.

ESSENTIAL DUTIES

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

Install, upgrade, diagnose, troubleshoot, and maintain a variety of computer software and hardware; configure various computers according to City standards. Install, diagnose, and troubleshoot basic problems with network equipment, connections, and nodes; including workstations, servers, printers, modems, and peripheral equipment. Evaluate system capacity, determine feasibility of expanding or enhancing system, and recommend improvements to system.

Coordinate and participate in various information systems' improvement projects; estimate time and cost; assist with review of completed projects to ensure goals are met and installations are compatible with existing systems. Provide first level technical support to users, basic instruction, advice and support to staff in the use of equipment, procedures and software.

Review and test programs provided by System Administrator to ensure that programs meet objectives, standards and specifications. Modify, test and correct existing programs within the limitations of program code access. Activate and test each component of system to determine compatibility, functionality and performance. Create and manage user access and e-mail accounts; perform backups, maintain documentation, assign security levels and passwords, and perform other system administration functions as assigned.

Research and recommend products, vendors, equipment, systems and policies. Assist in the development and implementation of information systems standards, specifications and procedures. Work with consultants, vendors, and system experts. Maintain helpdesk and inventory records, record and track problems and follow up to ensure resolution. Track computer and network leases and vendor support contracts. Order parts and supplies. Write project reports and documentation for new or modified software and hardware.

QUALIFICATIONS

Experience/Education

Information Systems Technician I

Sufficient experience and education necessary to provide a broad range of technical support of personal and networked computer systems. A typical way of obtaining the required qualifications is to have an Associates Degree in computer science, information technology/operations or related field and one year of responsible experience in providing a broad range of technical support of computer software and hardware in a networking environment.

Information Systems Technician II

In addition to the above, one year of experience providing the full range of technical support activities at the level of an Information Systems Technician I. Qualifications for appointment to this class are determined by the Department Head when the incumbent has demonstrated breadth of knowledge and skill proficiencies in such a manner as to warrant advancement to this class.

Knowledge/Skill/Ability

Knowledge of principles and techniques of personal computer and network systems, hardware and software installation, troubleshooting and maintenance; operating principles, methods, practices, options, and limitations of wide range of computer hardware related to a networked environment; uses and limitations of a wide variety of software applications, including word processing, spreadsheets, presentation graphics, desktop publishing and e-mail/calendar; current personal computer and network operating systems; basic local and wide area network systems, including topologies and protocols; research techniques, resources, methods and procedures; cabling practices and techniques; record keeping practices and principles.

Ability to install, configure, test, and maintain a variety of computer systems' software, hardware, and peripheral equipment; learn and support new software and hardware in a demanding multi-tasking environment; effectively troubleshoot journey skill level problems to resolution; diagnose and troubleshoot computer hardware and software end-user problems; read and comprehend computer hardware and software documentation to solve technical problems; understand and explain system concepts to non-technical users; communicate clearly and concisely in a logical, organized fashion, orally and in writing; interact effectively with those contacted in the course of work; work independently with minimal direction; be able to solve problems.

Working Conditions

The Information Systems Technician works primarily indoors in an office environment. Field assignments require the incumbent to drive to and from office buildings to install, maintain, and/or repair equipment. Incumbent communicates orally face-to-face, or uses the telephone, and, in writing, using a keyboard. When working in the office, the incumbent will sit for several hours at a time using a keyboard and video display. When installing equipment and/or making equipment repairs, the incumbent will use common hand tools such as a screwdriver, wire cutters and pliers. The incumbent must be able to discriminate among and match colors when installing cables and when adjusting colors on monitors. Equipment installation also involves working with arms above shoulder level, bending and stopping repeatedly or continually over time, and performing installation work in small, cramped closets, under desks, behind cabinets and while sitting on the floor. The incumbent will lift and move monitors, printers, servers, and other equipment weighing up to 40 pounds short and long distances without assistance.

License/Certificate

Possession of a Class C California Driver's License by date of appointment. Possession of a Microsoft Certified Systems Engineer (MCSE) certificate or equivalent is highly desirable.