IT Systems Technician I/II - Montrose, United States - Montrose County, CO

Description

Pay Range:

$ $30.17 hourly (DOE)

MONTROSE COUNTY BENEFIT INFORMATION:

2024 Montrose County Benefit Information

General Statement of Duties - IT Systems Technician I: Maintains, analyzes, troubleshoots, repairs and upgrades computer systems, hardware and computer peripherals. Has knowledge of commonly-used concepts, practices, and procedures within the IT field.

General Statement of Duties - IT Systems Technician II: Provides full range of technical support and customer service for the County's computers and users, including hands-on, telephone and remote desktop support for County's computer systems and users; identifies and determines users' needs; serves as first point of contact for all IT support requests; develops, coordinates and conducts training for County software systems; performs a variety of technical duties relative to assigned areas of responsibilities.

Supervision Received: Works under the supervision of the IT Director and performs a variety of routine work within established policies, procedures and receives detailed instructions on new projects and assignments.

Supervision Exercised: This position has no supervisory responsibilities.

Essential Functions - IT System Technician I: Any one position may not include all of the duties listed nor do the listed examples include all duties which may be found in positions of this class.

• Provides first level technical support to staff and troubleshooting for Windows operating systems to include software, printers, desktop and laptop computers, and peripherals.
• Answers help desk calls, responds to help desk emails, and tracks incidents/problems in helpdesk software.
• Assists in the installation, upgrades, and configuration of Windows computers and peripherals.
• Assists users with software needs and issues (face-to-face, over the phone, via email, and remote management).
• Assists with laptop and desktop imaging, repairs and support.
• Assists in the maintenance of system hardware inventory modules, the distribution of reports, and the uploading of inventory information.
• Provides follow-up calls and status to ensure satisfactory issue resolution.
• Accurately maintains, completes, and submits information related to departmental functions and work orders; including individual timesheets.
• Regular and predictable attendance is required.

Essential Functions - IT System Technician II: Any one position may not include all of the duties listed nor do the listed examples include all duties which may be found in positions of this class.

• Provides service and support, both in the field and in the office, pertaining to computer hardware, software and telephone problems; installs software, configures and tests various types of computer hardware, software, and other IT related equipment as needed. Troubleshoots hardware, software and telephone problems for County staff.
• Answers help desk calls and responds to help desk emails and tracks incidents/problems in helpdesk software.
• Screens technical issues and requests from users; identifies the callers' issues; assist with monitoring the progress of open calls; determines the appropriate level of escalation.
• Directs more complex or unusual issues or requests to appropriate personnel.
• Assists in the maintenance of system hardware inventory, the distribution of reports, and the uploading of inventory information
• Provides follow-up calls and status updates to ensure satisfactory issue resolution.
• Provides technical training to County staff.
• Provides support for County held special events; sets up laptops, projectors, and other equipment; provide assistance.
• Maintains a variety of automated and manual logs, records and files; performs record keeping and other related duties.
• Maintains, completes, and submits information related to departmental functions and work orders; including individual timesheets.
• Provide support for phone system installation, configuration, and repair.
• Administers building surveillance camera systems.
• Serves as the liaison for State of Colorado IT systems used within the County.
• Regular and predictable attendance is required.

MINIMUM QUALIFICATIONS

Required Knowledge, Skills and Abilities:

Education: A High School graduate or equivalent supplemented by college level course work in computer technology or related field. An Associate's degree in computer technology or related field strongly preferred.

Experience - IT System Technician I: Two (2) years of experience in Information Technology or related field preferred.

Experience - IT System Technician II: A minimum of four (4) years progressively increasing in responsibility and skill work experience in Information Technology or related field.

Required Knowledge - IT System Technician I: Demonstrated experience with Windows Operating systems. High degree of computer hardware and software technical aptitude.

Required Knowledge - IT System Technician II: Principles and methods of personal computer configuration and operations. Principles of data communications standards and implementation. Knowledge of computer peripheral and accessories. Troubleshooting techniques for personal computer hardware and software problems.

Language Skills: Must have the ability to communicate effectively both verbally and in writing and the skill to organize materials and present information clearly and concisely in verbal and written form. Must understand and follow verbal and written instructions. Must have proficient knowledge of the English language, proper grammar, punctuation and spelling in other oral and written communication and have the ability to write routine reports and correspondences. Must be able to read, comprehend and apply laws, rules, regulations, policies and standard operating procedures required for this position, as well as, basic how-to documents and manuals.

Interpersonal Skills: Must possess the ability to establish and maintain cooperative working relationships with fellow employees, representatives of other agencies and organizations and members of the community. Have strong customer service orientation and work collaboratively within a team environment. Interact professionally and diplomatically with County employees, other agencies and organizations and members of the community and manage difficult or emotional customer situations. Must have the skill to organize work flow and accomplish established objectives. Possess the ability to recognize when confidentiality is required and maintain strict confidentiality. Must maintain appropriate professional boundaries in relationships with customer/clients and the general public.

Mathematical Skills: Must have the ability to work with basic mathematical concepts such as addition, subtraction, multiplication and division and apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Skills: Must be able to apply basic principles of logic and reasoning to a variety of practical problems. Have problem solving and troubleshooting skills. Must have strong organizational skills and the ability to prioritize and work on multiple tasks. Must be able to exercise some independent judgment and function under pressure. Must be able to accomplish assigned tasks to meet established performance standards and objectives and thinks through the consequences of a decision prior to making it.

Office/Technology Skills: Must be able to effectively use modern office technology and equipment, including computers, calculators, telephone, copiers with scanning and faxing capabilities. Must have extensive experience in word processing, database manipulation, spread sheets, and email with a high degree of accuracy. Must be able to learn the software and programs related to the position and the County. Has advanced knowledge of commonly-used concepts, practices and procedures with the IT field. In-depth knowledge of Microsoft Office products and Internet browser applications such as Mozilla, FireFox, Microsoft Edge and Google Chrome. Knowledge of hazard and safety precautions common to Information Technology (including electrical and personal safety.) Demonstrated experience with Windows Operating systems.

Physical Demands: The physical demands described here 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 essential functions. While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to sit for long periods of time; use hands and fingers, handle or feel; and reach with hands or arms. The employee is frequently required to stand for long periods of time; walk; climb or balance; twist; stoop, kneel, crouch or crawl. Must be able to respond to the customers' needs and perform tasks requiring extensive hand and eye coordination. Dexterity of hands and fingers to operate a computer keyboard, mouse and other devices and objects. The employee must frequently lift and/or move up to 50 pounds and occasionally up to 100 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Ability to work extended shifts and weekends when asked and the ability to work in stressful situations.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts; high, precarious places; risk of electrical shock; and vibrations. The noise level in the work environment is usually moderate to loud. Hazards: exposure to computer screens.

Special Requirements: Must possess and maintain a valid Colorado Driver's License with a satisfactory driving record. Must be able to obtain Airport Security SIDA badge for airport facility access. Must maintain bi-annual Criminal Justice Information Systems (CJIS) security training, and yearly Federal IRS information security training.

This position requires the employee to be part of an on-call rotation schedule. An on-call employee is required to remain near a telephone, cell phone or pager and to respond to a call or page as soon as reasonably practicable.The on-call employee is free to pursue personal pursuits while on-call, but is expected to be reasonably available and within a reasonable distance of their work site during the entire on-call period for the purpose of responding to an emergency. The employee must also be mentally and physically able to perform the required work.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.