Systems Support Technician

Summary

Installs, modifies, troubleshoots, and makes minor repairs to computer hardware, software systems, and office equipment. Provides technical assistance and training to system users.

• Purchase computer and related hardware and software.
• Install hardware and peripheral components such as monitors, keyboards, printers, fax machines, telephones, network interface cards, network software, and disk drives on user’s premises.
• Install Windows software applications and set up program groups as necessary. Load specified software packages such as operating systems, word processing, or spreadsheet programs into the computer.
• Enter commands and observe system functions to verify correct system operation. Instruct users in use of equipment, software, and manuals.
• Replace defective or inadequate hardware and software packages.
• Refer major hardware problems to service personnel for correction.
• Call software and hardware vendors to request service regarding defective products.
• Coordinate implementation of vendor‑issued security software updates.
• Develop, coordinate implementation of, and test plans to continue data processing activities at off‑site locations in case of emergency, such as fire, at the main site.
• Maintain, troubleshoot, and enhance the network, e‑mail, and related communications systems.
• Maintain and set up teleconferencing equipment.
• Assign and update computer access passwords for staff.
• Respond to staff inquiries in person and via telephone concerning system operation. Diagnose system hardware, software, and operator problems and provide appropriate explanations or instructions to users, determining whether the problem is caused by hardware such as printers, cables, or telephone. Recommend or perform minor remedial actions to correct problems based on knowledge of system operation.
• Provide general assistance to staff via telephone or in person inquiring how to use specific software such as statistical, graphics, database, printing, word processing, programming languages, electronic mail, and operating systems.
• Advise supervisors and staff on the status of work orders, system issues, etc.
• Review staff violations of computer security procedures and report violations to user department managers to ensure that the violation is not repeated.
• Identify hardware‑related problems and report them to the Vice President of IS.
• Research and recommend enhancements to network, e‑mail, and related communications systems.
• Install, learn, and evaluate new software and provide appropriate reports to the Vice President of IS.
• Perform related duties as assigned in accordance with agency growth and change.

• Bachelor’s degree in Computer Science or a related degree.

• Two (2) years of experience with Windows and relevant software applications. Directly related experience may substitute for a degree.

• Valid Arizona Driver’s license, proof of current insurance, and willingness to use a personal vehicle. A driver’s license is an essential requirement for performing duties for this position.
• Motor Vehicle Record – no more than two moving violations or a license suspension in the past three years.

• Ability to read, understand, and follow system and software documentation.
• Thorough knowledge of Windows 2000 and Microsoft Office.
• Familiarity with Local Area Network operating systems, specifically Server 2000.
• Familiarity with the use of parallel, serial, and straight‑through cables.
• Ability to configure communications software and perform basic modem troubleshooting when necessary.
• Experience or the ability to develop a working knowledge of image page scanners.