Information Systems Technician II

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Class Title

Information Systems Technician II

Class Code

1317

Salary

$78,811.20 - $110,905.60 Annually

• Definition

• Benefits

Classification Description Summary

Under general supervision, provides second level support in the planning, design, testing, and implementation of citywide computer, telecommunications and other end user systems; installs and maintains systems software and hardware; coordinate with citywide information technology resources and efforts and provide highly responsible and complex administration support to the assigned department; mentors Information Systems Technician I staff; and provides training, technical assistance and excellent customer service to end user and other technical staff.

DISTINGUISHING CHARACTERISTICS

This is the full journey level class within the Information Systems Technician series. Employees within this class are distinguished from the Information Systems Technician I by the performance of more complex duties, including the performance of advanced desktop troubleshooting and repair, network equipment and server support. Level II technicians assist level I technicians with complex troubleshooting tasks, and training/mentoring. Employees at this level receive only occasional instruction or assistance, troubleshoot to find resolutions to new or unusual situations, complete and update specifications, troubleshooting and other documentation, and are fully aware of the operating procedures and policies of the work unit.

Essential Functions

The following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.

Answer help desk calls and monitors the ticketing system to provide assistance for end user computer related problems including hardware, software, telephones, printers, peripherals, and related equipment; determine severity of problems and resolve or refer to appropriate staff member or vendors

Install, upgrade, and configure computers, telephones, printers, and peripherals such as scanners, disk drives, memory, system boards, keyboards, and monitors.

Load and test all upgraded operating systems and computer software; maintain detailed installation and upgrade records.

Respond to customer service requests that require excellent customer service skills and technical proficiency in regards to hardware and software problems.

Diagnose computer and software problems; perform routine repairs and replacements; contact vendors and make arrangements for repairs.

Install and support a variety of department-specific software packages.

Maintain the City's technology equipment inventory; receive and store all related hardware and software; process and send equipment to vendors.

Perform security administration for network resources; maintain and administer network user and machine accounts; set file and share permissions to allow end users to access network resources.

Assist in the installation, setup, support, configuration, and backup of network systems, servers, and infrastructure; diagnose and resolve network connectivity issues for workstations, telephones, and printers.

Administer and troubleshoot multimedia; maintain digital video recording systems for court session testimony, City Council presentations, Public Safety, and other City departments.

Update the City documentation library to include documentation on equipment, software, fixes, repairs, contact information and other information needed by the department.

May develop or assist in developing custom applications, spreadsheets, or scripts as requested by users.

Participate in evaluating software and hardware systems; install and test trial software, and participate or lead implementation projects or training.

Remain abreast of new and emerging technology trends, and relevant computing equipment and systems.

Perform related duties as required.

Minimum Qualifications

The following generally describes the knowledge and ability required to enter the job and/or be learned within a short period of time in order to successfully perform the assigned duties.

Knowledge of:

Operating characteristics of computer systems and repair and troubleshooting procedures.

Basic principles used in the analysis, design, programming, and maintenance of computer systems.

Computer operating systems and business system applications.

Security protocols, virus and other malware troubleshooting and repair.

Networking, protocols, standards, hardware, structures and cabling.

Network environment, IP addressing, and local area network operations.

Procedures for documenting equipment software and creating instructions and training documentation.

Software operation including word processing, spreadsheet, database, and graphics applications.

Principles and methods of project management.

Training and instructing staff on new systems or software implementations.

Pertinent federal, state and local laws, codes and regulations.

Ability to:

Install, operate, repair, and maintain computer equipment, related peripherals and software.

Identify and troubleshoot computer and network problems and implement solutions.

Provide excellent customer service to requests and inquiries from system users.

Understand, interpret, and effectively explain a variety of hardware and software applications, processes and repairs to users.

Implement and monitor security procedures and processes.

Work independently to analyze problems and implement solutions.

Organize and prioritize work schedule and handle multiple priorities.

Organize and lead project teams in the completion of projects.

Adapt to changing technologies and learn functionality of new equipment and systems.

Work in and lead in a team based environment to achieve common goals.

Coordinate multiple projects and complex tasks simultaneously.

Meet the physical requirements to safely and effectively perform the assigned duties.

Communicate clearly and concisely, both orally and in writing.

Establish and maintain effective working relationships with those contacted in the course of work.

Train and mentor other IT staff.

Work extended hours, night, weekends, and holidays when required to meet critical deadlines.

Continually update computer skills.

Education and Experience Guidelines - Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Education/Training:

An Associate's Degree in computer science, information systems, business, or a closely related field.

Experience:

Three years of increasingly responsible computer support experience is required. Experience in a government agency environment is desirable.

License or Certificate:

Possession of an appropriate, valid driver's license.

CompTIA (Professional or Master), Microsoft MCP, MCSE, MCITP, or other certification is desirable and may be substituted for one (1) year of experience.

Supplemental Information

PHYSICAL DEMANDS AND WORKING ENVIRONMENT

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Environment: Work is performed primarily in a standard office setting with some travel from site to site. There may be exposure to inclement weather.

Physical: Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to communicate verbally and in writing to exchange information. Essential and supplemental functions may also require maintaining physical condition necessary for lifting equipment weighing up to 50 pounds.

Other Requirements

Local 39 Non-Supervisory

G27

Last Update: 06/2022

JD 11/2018

Please use this Health and Welfare Benefit Link (http://www.reno.gov/government/departments/human-resources/benefits) to learn more about the City of Reno's great employee benefit plans and wellness programs.

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