Information Technology Technician II

Overview

This is a technical position with responsibilities including providing PC and telephone user support and maintenance. Must have knowledge of computer networks, personal computer software and hardware, and VOIP telephone systems. Provides provisioning, configuration, maintenance, and disposal of personal computers, networking equipment and telephones.

• Consults with end users to determine the necessary hardware, software and network specifications to meet their needs.
• Researches advances in personal computer hardware, software and peripheral equipment and makes recommendations for modifications to department standards.
• Assists with the delivery and implementation of hardware and software associated with the City’s computers, networks and telephone systems according to department standards.
• Assists with the expansion of the current network and migration to new technology as benefits the City.
• Assists with City-wide computer system operations and develops recommendations for improvements.
• Provides field support and trouble-shooting to all end users to resolve incidents and requests for service.
• Participates in the inventory of all hardware and software related to information technology.
• Participates in the collection, movement and disposal of equipment.
• Provides support to all users related to maximum utilization of the information system and technology.
• Participates in installing network equipment including wiring and connection testing.
• Provides training and support to users on standardized software and telephone systems.
• Participates in ensuring City network security requirements are implemented and safeguarded.
• Backs up the Help Desk Coordinator position as needed.
• Performs other duties as assigned.

• Advanced knowledge of Microsoft Desktop Operating Systems, with the ability to install, configure, and troubleshoot applications in an enterprise environment.
• Advanced knowledge of Microsoft Office software, including the characteristics and operation in a networked environment of spreadsheets, word processing, electronic mail, and scheduling.
• Ability to troubleshoot network connectivity issues.
• Knowledge of basic VOIP telephone system operations.
• Ability to train employees on basic computer software and telephone utilization.
• Knowledge of server operating environments and knowledge of network software and hardware.
• Knowledge of hard drives, processing boards, controller cards, monitors, etc. Knowledge of the operating characteristics, capabilities and limitations of various computer equipment.
• Ability to establish and maintain effective working relationships with employees, customers and vendors.
• Ability to provide outstanding customer service including the ability to empathize with a customer s situation and work with different personality types.
• Ability to read manuals and install, configure and trouble-shoot equipment and software.
• Must have excellent trouble-shooting skills including the ability to understand potential causes of a problem, prioritize likelihood of the causes, and create effective tests to rule out causes.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.

• High school graduate or equivalent diploma is required. Technical Certificate or associate s degree in computer science, network applications, or information systems. An equivalent combination of education, training and experience that provides the required knowledge, skills and abilities.
• A+ certification required, or the ability to achieve one within the probationary period.
• A minimum of two years of work experience using Microsoft desktop operating systems in an enterprise network preferred.

• Must possess a valid Florida Driver s license and…