Summary

Under direct supervision, investigates and resolves users' computer software and hardware problems to enhance business continuity; provides technical support functions and system maintenance assistance.

Essential Job Functions

(Essential function, as defined under the Americans with Disabilities Act, may include the following tasks, knowledge, skills and other characteristics. This list of tasks is ILLUSTRATIVE ONLY, and is not a comprehensive listing of all functions and tasks performed by positions in this class.)

• Provides technical support, training and assistance to staff in County departments; analyzes problems and implements solutions according to IT Department procedures.
• Responds to service requests and calls for assistance; determines problem and resolves or forwards work orders to appropriate personnel; documents call records and results.
• Performs computer trouble-shooting to diagnose system problems; analyzes personal computer and peripherals' functionality; identifies, locates, resolves and repairs problems within scope of authority
• Installs, repairs, configures and upgrades user computers, Personal Digital Assistants, peripherals, laptops, communications equipment and specialty computers.
• Maintains and updates computer systems; installs software upgrades, enhancements and revised functions; documents work performed.
• Installs and relocates computers and peripheral hardware as directed; provides referral to supervisor when problems occur which are beyond the skills of the Technician, and tracks the problem until it has been resolved.
• Monitors backup systems for completion and accuracy, and performs special system backups.
• Assists in the installation of network and communications devices and components; checks physical wiring and component connectivity, and assures system safety and reliability.
• Tests software and hardware to help evaluate computer problems.
• Identifies technical problems which need to be addressed by improved policies or procedures.
• Trains users on software applications usage.
• Prepares and updates technical documentation according to policies.
• Complies with all County equipment and safety policies and procedures, and Occupational Health and Safety Administration (OSHA) rules and regulations.
• Performs other duties as assigned or required.

Qualifications

Knowledge and Skills:

• Knowledge of County policies and procedures.
• Knowledge of standard County applications, operating systems, and other software and hardware unique to Laramie County.
• Knowledge of the capabilities of computer hardware, software and operating systems.
• Knowledge of job related technical terminology.
• Knowledge of hardware and software troubleshooting techniques in a networked environment.
• Knowledge of techniques for installation and maintenance of network and communications hardware.
• Skill in using basic tools, equipment and procedures for repairing computers and component devices.
• Skill in analyzing and evaluating computer network applications, procedures and techniques.
• Skill in responding professionally, effectively and efficiently to service requests and demonstrating excellent customer service skills.
• Skill in installing, maintaining, modifying, and upgrading computer equipment and components.
• Skill in assessing and prioritizing multiple tasks, projects and demands.
• Skill in operating a personal computer utilizing a variety of software applications.
• Skill in establishing and maintaining effective working relationships with public officials, outside agencies, County staff and the general public.
• Skill in effectively communicating verbally and in writing.