Systems Technician II

Position: (1) Systems Technician II
Safety/Security Status:
Security Sensitive

Job Summary:

The IT Systems Technician plays a crucial role in ensuring the smooth operation of our IT systems for our city employees. They are responsible for providing technical support, troubleshooting hardware and software issues, and maintaining network and computer systems. This position encompasses three levels - I, II, and III, each with its own set of responsibilities and requirements.

Reporting: IT Systems Technicians reports to and is supervised by the Systems Administrator. This position does not have direct reports.

Key Responsibilities Level II:

* Provides first and second-line technical support to end-users via phone, email, or in-person.

* Diagnoses and resolves basic to complex hardware and software issues.

* Troubleshoots basic network issues.

* Installs, configures, and maintains hardware and software systems, including desktops, laptops, printers, smart devices, and peripherals.

* Installs network equipment such as switches, wireless access points and video cameras.

* Facilitates the setup and configuration of new computers for users, including installing operating systems, software applications, and user profiles, ensuring a seamless onboarding experience.

* Performs routine maintenance tasks, such as system updates and antivirus scans.

* Operates and configures client facing management tools for computer imaging, patching and application installation.

* Follows wiping procedures on old equipment to adhere to stringent security and cybersecurity standards.

* Provides technical support and operational tasks during meetings to ensure proper functioning of audio-visual equipment.

* Participates in on-call rotation to provide after-hours support for critical incidents.

* Coordinates with third-party vendors and service providers for hardware and software support.

* Assists with inventory management of IT assets.

* Escalates complex technical issues to Level III technicians or Junior System Administrators as necessary.

* Documents and tracks all support incidents and requests in the ticketing system.

* Mentor junior technicians and provide training on new technologies and procedures.

* Provides guidance and training to end-users on how to use IT systems and software effectively.

* Develops and maintains technical documentation, including user guides and troubleshooting manuals.

* Stays up to date with latest technology trends and best practices in IT support and service delivery.

Qualifications:

* Associate's degree, from college or 2 years from technical school with 2 years' work experience as IT Service Technician or similar role; OR 4 years work experience as IT Service Technician or similar role.

* Proficiency in troubleshooting computer hardware, software, and network issues.

* Understanding of network concepts and connectivity (VLAN, DHCP, TCP/IP, VPN)

* Certifications such as CompTIA A+, Network+, or Microsoft Certified IT Professional (MCITP) are a plus.

* Excellent communication and interpersonal skills.

* Ability to work independently and collaboratively in a fast-paced environment.

* Strong problem-solving and analytical skills.

* Proficiency with the following Software is preferred:

* Operating Systems:
Windows 10, Windows 11, Apple IOS

* Internet Browsers:
Edge, Firefox, Chrome

* Productivity Software:
Microsoft Office 365, Microsoft Teams, Microsoft Share Point

* Antivirus and Security Software:
Windows Defender, Cisco Endpoint, Symantec

* Remote Access and Collaboration Tools:
Microsoft RDC, VNC, Microsoft Teams

* Ticketing and IT Service Management (ITSM) Tools:

* Backup and Recovery Software:
Microsoft Windows Backup

* Monitoring and Management Tools:
Solar Winds, Lansweeper, Power Shell

* Deployment and Imaging Software: PDQ, WDS

* Proficiency with the following hardware is preferred:

* Desktops and Laptops:
Dell, Panasonic

* Printers and Scanners: HP, Kyocera

* Networking Equipment:
Cisco Switches, Wireless Access Points

* Mobile Devices:
Smartphones (iOS, Android), Tablets (iPad, Microsoft)

* Peripherals:
Monitors, Keyboard, Mouse, Webcam, External Hard Drive

* Audio Visual:
Projectors, Amplifiers, Microphones, Webcams

* Security: IP Cameras,

* UPS (Uninterruptible Power Supply) Systems: APC, Eaton

Additional Information:
This is a full-time position based at our facilities. Occasional evening or weekend work may be required to support maintenance activities or IT projects. The position is also required to be in an 'on call' rotation for after-hours support.

Language

Skills:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Mathematical

Skills:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.

Reasoning Ability:
Able to apply common sense understanding to…