Desktop Technician Ii - Information Technology

DESKTOP TECHNICIAN II - INFORMATION TECHNOLOGY

DESKTOP TECHNICIAN II

CLASSIFICATION

TITLE:

Desktop Support Technician II

PURPOSE OF CLASSIFICATION

Provides project planning and technical support to all County offices related to network and telecommunications systems, maintenance of personal computers, telecommunications systems, and network connectivity; including software, hardware, networking, and training.

• Meet with customers to plan, coordinate, and schedule installations, repairs, and modifications of systems and equipment; communicate with manufacturers and vendors for product information and technical advice.
• Plan, design, and complete installation of network and telecommunications projects.
• Diagnose and repair problems related to personal computers, terminals, thin clients, printers, and other peripherals; troubleshoot connectivity problems on the Ethernet switched network.
• Troubleshoot and repair various types of telecommunications and electronic equipment.
• Determine feasibility of repairing or replacing equipment, decide on placement of faulty equipment for repair or return to vendor for credit; ensure compatibility of networked equipment; perform repairs.
• Provide information, training, and assistance to users regarding computer operations, procedures, problems, software functions, upgrades, and other related issues.
• Install personal computers and related hardware/software; configure address settings, printers, network adapters, and system or session printers.
• Maintain telecommunications systems and computer network cabling, termination, multimedia cabling, and other electronic devices associated with telecommunications systems.
• Design, install, repair, and troubleshoot closed circuit television and surveillance camera systems; engineer, install, and maintain multimedia systems for meeting, training, and boardrooms.
• Plan and install CAT5 computer network cabling throughout County departments; lay twin ax computer network cabling where category 5 cabling is not available; pull cable inside walls, ceilings, and floors; terminate cables with jacks and connectors.
• Install, repair, and maintain VoIP and other telephone systems, telephone media, elevator emergency telephones, audible and signaling devices, and telephone sets; maintain telecommunications lines from vendor demarcation to user end per established standards.
• Maintain knowledge of multiple computer operating systems and software programs, including word processing, spreadsheet, database, desktop publishing, e‑mail, instant messaging, networking, client access, communications, utilities, diagnostic, and other programs.
• Provide input and/or perform research on equipment purchases; test and inspect parts and equipment for serviceability, proper operation, and compliance with departmental standards; maintain inventory of equipment, supplies, and parts; initiate requests for new or replacement materials.
• Serve as technical resource for department heads and staff; coordinate with System Administrators for addition of new devices and configuration changes; coordinate computer repairs with vendors and their technical support; place repair service orders as needed.
• Prepare or complete forms, reports, correspondence, schedules, logs, work orders, parts request forms, system as‑built documentation, job proposals, repair forms, parts lists, inventory reports, standardization forms, maintenance records, diagrams, and other documents; process or retain as appropriate.
• Provide job proposals with cost and time estimates; issue requests for proposals to identify lowest‑cost vendors; meet with County staff to provide vendor/cost information, discuss options, and answer questions.
• Provide after‑hours on‑call support on a scheduled rotation to assist users with technical problems, including remote access from home and after‑hours return trips to Information Technology facilities or other departments.
• Communicate with supervisor, employees, users, other departments, vendors, outside companies, the public, and other individuals; coordinate work activities and resolve problems.
• Research error messages in software vendors’ website knowledge bases.
• Perfor…