Job Descriptions

DEFINITION

To perform responsible technical duties related to computer hardware and software customer support; provide project support for new and modified systems; install and configure desktop computers and related peripheral equipment; and perform other related work as required.

This position is assigned to the Turlock City Employees Association Bargaining Unit for labor relations purposes and is subject to overtime and call back assignments.

Receives direction from the Information Technology Manager. Receives lead direction from the Information Technology Coordinator and/or Information Technology Analyst, Senior.

ESSENTIAL FUNCTIONS: Duties may include, but are not limited to, the following:

• Install and configure desktop computers, printers, and other desktop peripherals such as scanners and cameras; install and support various software and train customers in the use of hardware and software.

• Support and troubleshoot current desktop operating systems; perform basic diagnostic testing;

analyze root cause of problem and develop long-term solutions; identify and report network

problems to the proper network areas.

• Create and maintain desktop deployment images.

• Deliver laptop computers, set up and train customers in their use.

• Analyze failed equipment and perform repairs or return equipment to vendor; review and test

vendor repairs.

• Provide technical support in diagnosing and solving problems by telephone or remote access;

respond to help desk trouble tickets according to urgency and priority levels; log calls into help

desk database and use helpdesk software.

• Participate in projects related to PC deployment, software and hardware procurement, or

hardware consolidation.

• Develop documentation and standard operating procedures as they relate to assignment.

• Deploy and maintain mobile devices.

• Assist users with log-on authentication; instruct users in saving data and backing up systems.

• Perform research to resolve problems or refer to higher level staff.

• Order supplies and maintain and track inventory; assist in asset management of personal

computers, laptops, and related peripheral equipment.

• Build and maintain positive working relationships with co-workers, other City employees and the public using principles of good customer service.

• Video record all City Council meetings and other meetings as assigned by department manager.

• Perform related work as required.

MINIMUM QUALIFICATIONS

Knowledge of:

• Basic principles of computer, telecommunication, and peripheral equipment.
• Principles and practices of computer recordkeeping.
• Principles and techniques of a variety of desktop operating and data communications systems.
• Principles and techniques of installing, repairing, and maintaining desktop hardware and software.
• Principles and techniques of advanced troubleshooting for desktop computers and printers in network environment.
• Project management methodologies.

Ability to:

• Operate a variety of computer and office equipment including telephones, computers, printers,

modems, and related software.

• Perform system installations, problem correction, and maintain and repair computer systems and network hardware and software.
• Explain department and City policies regarding use of computer and communications systems.
• Effectively troubleshoot, diagnose, and resolve hardware and software issues.
• Follow technical oral and written instructions.
• Effectively communicate verbally and in writing.
• Establish and maintain effective working relationships with those contacted in the course of work.

EXPERIENCE AND EDUCATION

Any combination of experience and training that would be likely to provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Experience:

One year of experience performing desktop computer system and network installation, operation, and maintenance functions.

Education:

Two years of full-time college or vocational coursework, equivalent to an Associate’s degree from an accredited college or university, in computer science, information systems, or a related field, including network-related coursework.

LICENSE / CERTIFICATE

Possession of an appropriate, valid California driver’s license at time of appointment, to be maintained as a condition of continued employment.

DESIRABLE QUALIFICATIONS

Possession of Microsoft Certification.

PHYSICAL REQUIREMENTS

Work is typically performed in a typical office environment; occasional work in cold computer mainframe rooms; occasional work outside in various types of weather; occasional work in confined spaces. Work may take place at off-site locations throughout the City. Work is also performed in an office environment or in computer rooms.

• Mobility: continuous use of keyboard; frequent sitting, standing; occasional walking, bending, squatting.
• Lifting: frequently up to 10 pounds; occasionally up to 75 pounds.
• Vision: constant use of overall vision; continuous computer use; occasional color and depth vision.
• Dexterity: frequent repetitive motion; frequent writing; frequent grasping, holding, and reaching.
• Hearing/Talking: frequent hearing and talking, in person and on the phone.
• Emotional/Psychological: frequent decision-making and concentration; frequent public and/or coworker contact; occasional working alone.
• Environmental: frequent exposure to noise.