Computer Systems Specialist Ii - Information Systems

PAY RANGE - $30.11 - $42.92/hr - plus a comprehensive benefits package

Performs computer hardware and software installation, troubleshooting, and resolution; performs directly related work as required.

The principal function of an employee in this class is to maintain and provide technical support for computer and technology equipment in assigned departments. The work is performed under the supervision and direction of the Computer & Network Infrastructure Manager but considerable leeway is granted for the exercise of independent judgement and initiative. The nature of the work performed requires that an employee in this class establish and maintain effective working relationships with other City employees, technical vendors, and the public.

The principal duties of this class are performed in a general office environment.

• Provides on-site installation, maintenance, and troubleshooting for telephone systems, computer hardware, software, network connections, physical cable networks, and other technology;
• Responds to trouble calls from users and provides customer support;
• Diagnoses the cause of computer operation problems;
• Performs software installation and setup procedures;
• Performs network configuration and administration procedures;
• Performs component diagnosis and replacement;
• Instructs and trains assigned users in use of computer software;
• Installs, troubleshoots, and configures VoIP phone systems, wireless devices, and digital displays;
• Performs system update procedures and program installation, as required;
• Evaluates and recommends new hardware/software solutions;
• Performs project assignments, as required, including maintaining equipment records;
• Performs cable and router installation and other work at heights, including working on ladders, in bucket trucks, or climbing towers with a safety harness;
• Performs installation, maintenance, and repair of printers and scanners;
• Performs network administration tasks including the creation of user accounts and email accounts;
• Installs, troubleshoots, and repairs Public Address (PA) systems;
• Configures and maintains on-premises and cloud data servers;
• Configures and maintains data backup systems; monitors backup status and restores files as necessary;
• Maintains and monitors surveillance systems and emergency communications logging systems;
• Ensures Payment Card Industry Data Security Standard (PCI DSS) compliance for credit card terminals;
• Maintains catalog of processes and procedures for technology installation and configuration for future duplication;
• Maintains inventory of deployed products and equipment;
• Manages network monitoring applications;
• Manages billing for IT department, verifying and approving charges;
• Provides guidance and demonstrations to new employees in similar positions;
• Keeps supervisors informed of work progress, issues, and potential solutions;
• Attends meetings and training to stay current on relevant practices and developments;
• Coordinates regularly with others to enhance interdepartmental efficiency; and
• Performs additional duties as required by the classification.

• Thorough knowledge of desktop software;
• Thorough knowledge of computer systems and procedures, including operating systems and networks;
• Thorough knowledge of current computer problem diagnosis, parts replacement, and software problem resolution;
• Thorough knowledge of diagnostic programs utilized in system maintenance and problem resolution activities;
• Substantial knowledge of server operating systems;
• Substantial knowledge of assigned department functions, procedures, policies, and organization as they relate to computer support services;
• Substantial knowledge of office terminology, procedures, and equipment;
• Ability to operate a computer using standard or customized software applications appropriate to assigned tasks;
• Ability to understand computer-related user problems and needs;
• Ability to perform effective computer user support;
• Ability to diagnose and correct computer system operation problems;
• Ability to perform configuration and system maintenance updates as assigned;
• Ability to communicate effectively with others, both orally and in writing, using both technical and non-technical language;
• Ability to understand and follow oral and/or written policies, procedures, and instructions;
• Ability to prepare and present accurate and reliable reports…