Information Systems Technician II

Overview

DEFINITION : To provide assistance and technical support to County departments by serving as the first level responder to user inquiries for desktop personal computer issues; to resolve computer related problems; to install, configure, troubleshoot, maintain and repair desktop systems and peripheral equipment including printers, scanners, and related devices; to provide routine workstation training and instruction on desktop hardware and software programs; and to perform a variety of duties relative to assigned areas of responsibility.

Distinguishing Characteristics

This is the journey level of the Information Systems Technician series. Incumbents at this level are competent to perform the full range of assigned duties and responsibilities. This classification is distinguished from the lower level classification of Information Systems Technician I in that the latter is responsible for performing the more routine duties assigned to the series.

Reports To

This classification receives general supervision from the Director of Information Technology Services and other higher level staff.

Classifications Supervised

This classification does not exercise supervision over lower level staff.

The following are the duties performed by employees in this classification. However, employees may perform other related duties at an equivalent level. Each individual in the classification does not necessarily perform all the duties listed.

• Provides technical support in the installation, maintenance, repair and end user support for personal computer systems and peripheral devices.
• Serves as first level responder supporting the help desk function.
• Receives calls and asks a series of questions from the end user to determine the problem.
• Resolves the problem or refers to appropriate staff member.
• Writes up work orders.
• Maintains work order logs and records, and generates reports.
• Sets up desk top systems by installing, configuring and testing hardware and software.
• Performs repairs on computer systems and peripheral equipment such as printers, scanners, and related devices.
• Troubleshoots systems and equipment to ensure functional operation.
• Provides routine training on computer and its associated software at the end user's work station.
• Assists in evaluating user needs and recommending appropriate hardware and software.
• Maintains computer equipment inventory.
• Performs other duties as assigned.

Knowledge of

Ability to

Typical Physical Requirements

Sit for extended periods of time; frequently stand, walk, stoop, kneel and crouch; physical ability to lift and carry objects weighing up to 50 pounds; normal manual dexterity and eye-hand coordination; corrected hearing and vision to normal range; verbal communication; use of office equipment including computers, telephones, calculators, and multifunction printers.

Typical Working Conditions

Work is performed in an office with occasional outside work; incumbent may travel from site to site; exposure to electrical energy and dust; continuous contact with staff and the public; may work evenings and weekends as necessary.

Education and Experience

Education

Equivalent to completion of the twelfth grade, with additional technical training through an accredited trade school or college with a focus on computer science and / or networking technologies. Any of the following certifications are also desirable – A+, Network +, Microsoft Certified Professional (MCP), Certified NetWare Administrator (CNA).

Experience

Two years of experience providing technical support to desktop personal computer systems.

Special Requirements

Possession of a valid and current California Driver's License issued by the Department of Motor Vehicles.

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