Information Systems Desktop Support Technician

General Description

The Information Systems Desktop Support Technician (ISDST) is classified as possessing basic Level I IS knowledge in the support and repair of desktop computers. This position receives a significantly elevated number of support telephone calls and assists staff with technical support of desktop computers, applications, and related technology. Support includes specification, installation, and testing of computer systems and peripherals. Activities require interaction with various hardware, application software and operating systems to diagnose and resolve unique technical problems.

The position utilizes one‑on‑one consultancy to end users staff. On occasion and under direct supervision by System Administrators, the position also assists in the maintenance and testing of network servers and associated equipment. The position’s responsibilities require independent analyses, communication and problem solving. Work is performed with limited supervision and requires initiative and judgment.

Essential functions are fundamental job duties. They do not include marginal tasks which are also performed but are incidental to the primary functions. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position, nor does every position allocated to the class necessarily perform every duty listed.

Personal characteristics required of all employees, such as honesty, integrity, sobriety and the ability to get along with others, are presumed qualities and may not be listed specifically.

• Train and engage in an apprenticeship with senior IT Administrators;
• Assist staff with the installation, configuration, and ongoing usability of desktop computers and peripheral equipment;
• Work with vendor support contacts to resolve technical problems;
• Work with Help Desk and Network Operations staff as appropriate to determine and resolve problems received from clients;
• Operate within Microsoft OS, Linux, macOS and iOS platforms in a multi‑layered client server environment;
• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems;
• Assist in maintaining LAN wiring plant, records thereof and as appropriate, telephone systems cable;
• Assist in maintaining hardware and software inventories;
• Transport computer hardware between District Offices and storage warehouses;
• Provision, deploy and maintain agency mobile devices (cell phones, tablets, etc.);
• Assist other department personnel with general requests for service and help, i.e. Field questions and problems related MS Office suite of products and other desktop applications;
• Continuously, increase knowledge of production system programs and computer equipment used by the Sheriff's Office;
• Perform on‑call rotations as scheduled with support from System Administrators as needed;
• Be alert to conditions or situations which inhibit efficient operation of the Sheriff's Office or the Information Systems Section and make recommendations for solutions.
• Performs related duties as required.

Prefer CompTIA certifications, prefer Associates Degree or related discipline but will consider graduation from high school or GED, must have a strong aptitude for advanced learning in the field of Information Technologies. Must have an understanding of the relationship between processes and policies; experience working cohesively in a team‑oriented and collaborative environment.

Maintain periodic rotational duty of 24x7 on‑call availability, occasional after‑hours and weekend work; sitting for extended periods of time; dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components; lifting and transporting of moderately heavy objects, such as computers, printers, battery backups and other peripherals.

Inside; exposure to noise associated with computers operating exposure to electrical wiring and apparatus.

Verbal and written communications; system analysis, project management, operating systems, personal computers, network systems; principles of systems documentation and programming; related government and business concepts.

Must successfully pass CVSA, drug screening, physical exam, and background investigation. Must be willing to work rotating shifts, weekends, and holidays when required.