Information Systems Technology Support Technician III

DEFINITION

Under minimal supervision, performs a full range of technical duties related to information systems, installation and support; upgrades, installs and repairs information systems; provides technical office and field hardware and software support; to perform special projects, as directed; and to do related work as required.

DISTINGUISHING CHARACTERISTICS

This is the highest level in the Information Technology Support Technician class series. This class is distinguished from the Information Technology Support Technician I and II by the range of duties that may be assigned and the difficulty of those duties. Incumbents perform a full range of technical duties related to information systems, installation and support, installation and repair of information systems, support of office hardware and software and perform some scripting writing, programming, switch management, routing administration, server administration, network administration, and some work on databases.

REPORTS TO

Information Technology Manager or designee

CLASSIFICATIONS SUPERVISED

This position may supervise an Information Technology Support Technician I and/or II

TYPICAL PHYSICAL REQUIREMENTS

Sit for extended periods; frequently stand and walk; normal manual dexterity and eye-hand coordination; lift and move objects weighing up to 50 lbs.; corrected hearing and vision to normal range; verbal communication; use of office equipment, including computer, telephone, calculator, copiers, and FAX.

TYPICAL WORKING CONDITIONS
Work is performed both in an office environment and other County locations; must be willing to travel, as needed, to supported locations; may be required to respond to night and weekend emergency calls; continuous contact with other staff, other agencies and the public.(The following is used as a partial description and is not restrictive as to duties required.)

Assists system users in solving problems either by phone or in person
Responds to and documents calls
Troubleshoots information systems and determines the resources required to return the system to optimum performance
Monitors systems to isolate or identify problem sources
Writes reports, as needed
Identifies, corrects and resubmits data rejected by the system
Updates, monitors, installs and repairs a wide variety of information systems equipment
Performs administrative functions including order processing and tracking, vendor payments, etc.
Provides technical support and problem resolution expertise for hardware-related system performance issues
Receives and inspects newly delivered computer equipment
Connects component devices to assemble a functional system
Tests, diagnoses and repairs hardware components such as monitors, printers, scanners, CPU's and laptops
Performs preventative maintenance and upgrades for computer hardware
Reviews and logs information required to support inventory and maintenance history
Installs and tests network and peripheral device interface cards
Diagnoses and repairs or replaces computer hardware components
Disassembles, packs and moves computer devices and peripherals
Maintains information systems equipment with assistance from the user and others
Troubleshoots systems, system peripherals, equipment and software and determines the resources required to return the system to optimum performance
Generates periodic reports as required
Trains users how to use applications and networks
Maintains user network access credentials and ensures proper use of procedures and tools, including virus protection, security software and software licensing.
Performs desktop/user data backup archiving and recovery.
Performs project and priority work.
Other duties as assignedEducation:
Two (2) years of full-time, college –level education in the principles of programming, operation and installation of information processing equipment,

AND

Experience: Two (2) years of experience in desktop support or a helpdesk environment

OR

Two (2) years of experience comparable to that of an Information Technology Support Technician II with the County of San Benito

SPECIAL REQUIREMENTS:
Possession of, or ability to obtain, a valid California Driver's LicenseKnowledge of:

Principles, practices and techniques of technical problem resolution of computer systems and networks.
Anti Virus, security software, Exchange/Outlook mail setup and maintenance
PC, laptop, and printer hardware
Microsoft Desktop Products (Windows 2000/XP, Office)
TCP/IP and LAN concepts
Enterprise client management tools
Active Directory and security management
Methods of ensuring efficient systems and network operation and maintenance
Current data communications techniques and technologies


Ability to:

Establish and maintain effective working relationships and provide excellent customer service
Communicate effectively both verbally and in writing
Be flexible and adaptable to continually changing demands or situations
Prepare clear, concise and accurate program documentation and user procedures
Use standard office and computer equipment.
Work independently and in a team environment.
Maintain confidentiality of materials and use discretion in sensitive situations.

Selection Process: 
All completed applications and supplemental questionnaires will be reviewed. Depending upon the number of applicants who meet the minimum qualifications, the examination process may include a screening committee (pass/fail) and/or an oral examination (100%) which may include a written practical component to determine placement on the eligible list.

In accordance with California Government Code section 3100, et., seq., all County of San Benito employees are considered disaster service workers who may be required to report for duty, or remain on duty to address disaster service activities in the event of an emergency or disaster and are required to undertake an applicable loyalty oath. 

Salary : $70,720 - $94,806