The purpose of this classification is to perform technical work functions associated with telephone, computer hardware, computer software and network operations.This classification assists with help desk administration and coordinates help desk service requests resolution.

The following duties are normal for this classification.The omission of specific duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification.Other duties may be required and assigned.Specific duties listed may not be required for all positions within this classification, but are determined by the normal requirements for the particular position.

Troubleshoots, identifies, isolates, and works to resolve/repair problems involving hardware, software, peripheral, or network problems; tests equipment and identifies data errors or equipment malfunctions; initiates appropriate action to correct errors, recover data, or obtain maintenance; communicates with hardware/software service representatives and provides information concerning operational and/or mechanical problems.

Builds and installs communication cables.

Makes recommendations regarding repair, replacement, or upgrade of hardware and software.

Maintains existing hardware and software; relocates and re-configures hardware; transfers data files.

Tests/evaluates new software; inspects computers for potential viruses.

Installs/administers networking systems; installs networking software; establishes printing capabilities; establishes communications between networks; establishes remote access capabilities; adds/deletes & manages user accounts.

Sets up computer equipment for seminars, and presentations.

Performs diagnostic operations in response to service requests; conducts diagnostic testing.

Enters commands into hardware via input devices to clear and stabilize the system, start operations, correct errors, install software programs, and operate peripheral equipment.

Performs data backups onto electronic media; stores backups in secured location.

Maintains databases; enters new data and deletes/purges obsolete data.

Performs data entry functions into computer systems; retrieves, reviews or modifies data in computer databases; verifies accuracy of entered data; makes corrections.

Identifies data errors or equipment malfunctions; initiates action to correct errors, recover data, and obtain maintenance; initiates communication with service representatives and provides information concerning operational and/or mechanical problems.

Monitors working conditions of equipment; performs computer maintenance tasks such as loading paper into printers, clearing paper jams, replacing printer ribbons and toner cartridges; performs preventive maintenance functions as needed.

Processes a variety of documentation associated with departmental operations, per established procedures and within designated time frames; distributes documentation or maintains records as appropriate.

Prepares and/or receives various forms, reports, correspondence, purchase requests, newsletters, drawings, registration forms, or other documents; reviews, completes, processes, forwards, maintains, and/or takes other action as appropriate.

Maintains records of software licenses for all city users.

Maintains documentation of system activities, operations, modifications, maintenance, and other activities.

Maintains inventory of departmental supplies; initiates orders for new or replacement materials; researches prices and obtains price quotes.

Prepares outgoing packages for shipment; receives incoming shipments/packages of computer-related materials.

Provides education, training, information and assistance to users regarding operations, procedures, problems, software functions, and other related issues.

Answers the telephone; provides information, guidance and assistance; takes and relays messages and/or directs calls to appropriate personnel; returns calls as necessary.

Responds to questions, problems, and requests for information/assistance from employees, officials or other persons.

Communicates with supervisor, co-workers, other departments, vendors, and other individuals as needed to discuss work in progress, exchange information, resolve problems, coordinate equipment needs, and provide operational support.

Acquires a general understanding of the functions, procedures, and workflow of city departments as they relate to computer operations/support; provides computer support to departments.

Maintains a working knowledge of a variety of operating systems and software programs to operate hardware in an efficient and effective manner.

Maintains an awareness of new products, trends, and advances in the profession; reads professional literature; attends workshops and training sessions.

Installs and configures wireless networking equipment.

Assists with the configuration, administration and management of mobile devices.

Operates a motor vehicle to conduct work activities.

Copies and distributes correspondence, memoranda, reports, and other related materials.

Initiates/receives facsimile transmission of documents via facsimile machine.

Initiates/receives transmission of messages and other data via e-mail computer program.

Maintains file system of departmental records.

Draws plans or diagrams for shelving and storage space related to computer facilities.

Recommends policies and procedures that guide and support the provision of quality services by the Department.

Incorporates continuous quality improvement principles in day to day activities.

Must accomplish the essential functions of the job, with or without reasonable accommodations, in a timely manner.

Must meet regular attendance requirements.

Must be able to maintain good interpersonal relationships with staff, co-workers, and managers.

Performs other related duties as required.

Vocational/Technical school diploma in Electronic Engineering or related field; two years of experience in computer troubleshooting/repair work or a related field; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.Must possess or obtain an A certification during probationary period.Must possess and maintain a valid driver's license.

The following requirements are normal for this classification.Specific requirements may not apply to all positions within this classification, but are determined by the normal requirements for the particular position.

PHYSICAL REQUIREMENTS:Must be physically able to operate a motor vehicle and a variety of computer equipment, office machines, tools, and network equipment. Must be able to use body members to work, move or carry objects or materials. Tasks require the ability to exert moderate physical effort, typically involving some combination of stooping, kneeling, crouching and crawling, and which may involve some lifting, carrying, pushing and/or pulling of objects and materials of moderate to heavy weight (30-50 pounds).Must be able to climb & work from ladder.Must be able to work from bucket truck or automated lift as necessary.

DATA CONCEPTION:Requires the ability to evaluate, audit, deduce, and/or assess data using established criteria. Includes exercising discretion in determining actual or probable consequences and in referencing such evaluation to identify and select alternatives.

INTERPERSONAL COMMUNICATION:Requires the ability to apply principles of persuasion and/or influence over others in coordinating activities of a project, program, or designated area of responsibility.

LANGUAGE ABILITY:Requires the ability to read a variety of informational and technical documentation, directions, instructions, and methods and procedures. Requires the ability to write reports with proper format, punctuation, spelling and grammar, using all parts of speech. Requires the ability to speak with and before others with poise, voice control, and confidence using correct English and well-modulated voice.

INTELLIGENCE:Requires the ability to exercise judgment, decisiveness and creativity in situations involving the evaluation of information against sensory, judgmental, or subjective criteria, as opposed to that which is clearly measurable or verifiable.

VERBAL APTITUDE:Requires the ability to utilize a wide variety of reference, descriptive, and/or advisory data and information.

NUMERICAL APTITUDE:Requires the ability to perform addition, subtraction, multiplication and division; ability to calculate decimals and percentages; may include ability to perform mathematical operations with fractions; may include ability to compute discount, interest, profit and loss, ratio and proportion; may include ability to calculate surface areas, volumes, weights, and measures.

FORM/SPATIAL APTITUDE:Requires the ability to inspect items visually for proper length, width, and shape.

MOTOR COORDINATION:Requires the ability to coordinate hands and eyes in using equipment and operating motor vehicles.

MANUAL DEXTERITY:Requires the ability to handle a variety of items, equipment, control knobs, switches, etc.Must have the ability to use one hand for twisting or turning motion while coordinating other hand with different activities.Must have minimal levels of eye/hand/foot coordination.

COLOR DISCRIMINATION:May require the ability to differentiate colors and shades of color.

INTERPERSONAL TEMPERAMENT:Requires the ability to deal with people beyond giving and receiving instructions.Must be adaptable to performing under stress when confronted with an emergency.

PHYSICAL COMMUNICATION:Requires the ability to talk and/or hear (talking - expressing or exchanging ideas by means of spoken words; hearing - perceiving nature of sounds by ear).