Lan Support Technician

Overview

The purpose of this classification is to perform technical work involving installation, configuration, maintenance, and user support for networked computer hardware/software and related components. This classification is the first tier in the LAN Support series.

• Core duties include assisting with monitoring the primary helpdesk phone, providing support for end users. Manages level 1 helpdesk requests using the county helpdesk system including password resets and authentication issues, basic Microsoft Office issues, internet browsers issues, and any general computer questions that may arise. Ensuring tickets are routed and assigned to the appropriate staff based on the department routing protocols.
• Assists senior technicians in the installation and configuration of county computer systems, peripherals, smartphones, tablets, and software; connects county managed computer hardware to LAN/WAN networking components, including routers, and switches; configures network software components for LAN/WAN connectivity; monitors network resources and usage; researches, installs, and supports user-specific software; performs system upgrades of hardware and software; downloads software updates and device drivers;
  
  performs modification or maintenance of software applications; installs data jacks and network cabling to ensures LAN/WAN connectivity; removes/replaces hardware components such as processors, memory modules, video card, sound cards, network cards, motherboards, or hard drives.
• Assists senior technicians in establishing, implementing, and maintaining system security measures; ensures integrity of system data; establishes security access to various computer systems or programs for authorized users; changes passwords and/or removes user accessibility as appropriate.
• Assists senior technicians in monitoring working conditions of equipment and performs general/preventive maintenance tasks such as clearing paper jams; performs cleaning and preventive maintenance of equipment as needed.
• Assists senior technicians to ensure end user computers are always up to date with the latest security and critical updates for installed operating systems, antivirus application or any other security platform deployed.
• Communicates with hardware/software vendors, service representatives, and technical support representatives as appropriate; provides information concerning operational and/or mechanical problems as appropriate.
• Assists senior technicians and IT management in identifying new processes and alternatives to resolve problems or improve/enhance operations; evaluates performance of systems and programming to meet growing needs.
• Research error messages for troubleshooting of systems and applications via website knowledge bases.
• Assists management in reviewing product specifications and makes recommendations regarding computer, hardware, and software purchases and usage based on operational and intended use when required.
• Assists senior technicians and IT management with maintaining current inventory records of all computer hardware, software, and related components; conducts periodic inventory counts; coordinates receipt of incoming materials, unpacking/verification of materials, and delivery of equipment to appropriate location.
• Assists senior technical staff and management of county IT retired computer surplus.
• Maintains logs/documentation with the county helpdesk system of work activities, time tracking, computer operations, system modifications, maintenance activities, installations, and other activities; documents status of repairs with the county helpdesk system updating when required for accurate reporting.
• Assists senior technical staff in monitoring various statistical data; makes applicable calculations; analyzes data and identifies trends; summarizes data and assists in preparing reports.
• Prepares or completes various forms, reports, correspondence, logs, status reports, notices, return merchandise authorization forms, purchase requests, inventory records, spreadsheets, flow charts, diagrams, statistical analyses, technical documents, or other documents when appropriate or required.
• Receives various forms, reports, correspondence, invoices, delivery documentation, requests for support, electronic documents, diagnostic reports, department-specific forms/documentation, technical support documentation, program updates, specifications, technical journals, manuals, online resources, reference materials, catalogs, directories, policies, procedures, or other documentation; reviews, completes, processes, forwards or retains as appropriate.
• Communicates with senior technicians, supervisors, employees, other departments, users, vendors, manufacturer representatives, state/federal agencies, the public, outside agencies, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems.
• Makes site visits to County offices and other locations as needed to…