Service Technician

General Description:

The purpose of this class within the organization is to support the Information Technology Services Department and the City of Rock Hill. This class position is versed in core systems, applications, security and services assist in maintaining and support of software application, hardware and various assigned systems for continuity of business services, implementation of new services, software or hardware, direct technology customer assistance and support and specific or assigned needs of departments and service requirements of the City.

Minimum

Education and Experience Requirements:

Requires a high school diploma or GED equivalent plus college-level Associate Degree coursework in computer science, supplemented by three to five years of increasingly responsible experience in computer operations and support, or an equivalent combination of education, training and experience that provides the required knowledge, skills and abilities

Special Certifications and License:

Valid Driver’s License. Must be able to pass and FBI background and fingerprint check.

Desirable

Knowledge, Skills and Abilities:

Considerable knowledge of the City’s hardware platforms and software operating systems and information technology infrastructure.

Knowledge of Linux; O365, Windows 10;
Office 2016 or 19;
Access;
Excel; MS Outlook; internet tools and various browsers.

Understands and has knowledge of Cyber security to apply as it pertains to edge devices, networking and services.

Knowledge of networking, network drives and file shares and relational databases in Oracle and SQL database systems.

Ability to create SQL statements to assist in queries and reporting in enterprise software for various departments: customer service, billing and financial and utility data.

Ability to independently analyze, problem solve and to work independently and as part of a cross-functional support team.

Good English skills and ability to demonstrate proficient technical documentation skills.

Ability to act calmly and make sound decision under varying degrees of stress and uncertainty.

Ability to maintain positive customer-focused relationships with co-workers, supervisors, agencies, the general public, and all other internal and external customers. Personally demonstrates appropriate customer service skills and ability to resolve conflict or technical challenge.

Essential Job Functions:

Installs, maintains and configures and personal computers and application software; PC troubleshooting; basic networking; database entry or general computer support.

Analyzes computer operational problems and devises solutions within the established policies and procedures sets.

Properly documents all activities as needed within the tracking tools provided.

Can properly add, remove and maintain users on the network and host computer systems.

Provides user assistance and instruction as required.

Understands and places Cyber Security role and actions into every  able to teach to a group the necessary computer skills or processes to comply with City standards.

Create SQL statements for queries and data dumps, write/build reports as assigned.

Assist in the support and administration of software programs utilized city wide.

Coordinates assigned activities and functions with those of other City departments and outside agencies as appropriate; communicates with City staff to determine information technology requirements.

Assists in research and schedule planning the department or Division’s annual budget where necessary.

Obtains quotes for and purchases computer and network equipment, software and operational supplies.

Ability to recognize and report variances to standards to manager, and assist in correcting when necessary.

Serve on various Technology Users Groups or similar technology  prompt and able to manage time within City standards and attend various meetings as required.

Receives reviews and augments various records and reports including equipment charts, cabling diagrams, user access forms, invoices, maintenance agreements, software license information, budget documents, memos, correspondence, etc. as required.

Prepares and/or processes work orders, purchase orders, various technical records and reports, various other reports, memos, correspondence,  accordance to policy and procedure.

Refers to policy and procedure manuals, computer manuals, technical manuals, technical journals, etc.

Interacts and communicates with various groups, cross-functional teams, and individuals such as the…