JOB TITLE: INFORMATION TECHNOLOGY TECHNICIAN

JOB CODE: 01510

SERIES NATURE OF WORK: The Information Technology (IT) Technical Support series describes work in the support of technical issues related to the use of commonwealth IT devices, systems, and services.

DEFINITION: This is limited technical IT work in the installation, operation, and maintenance of IT hardware and software, or in providing technical assistance in support of IT hardware and software users.

An employee in this job performs a variety of technical duties providing IT workstation and user support services. Work involves receiving calls for assistance, documenting problems, and diagnosing, troubleshooting, and resolving hardware and software problems or referring the caller to the next level of service; setting up and installing personal computers (PCs) and associated peripheral hardware such as printers, scanners, and desktop hardware components; installing and configuring operating systems, applications, and other software on PCs and peripheral hardware; providing assistance and support in the use of software application programs, network utilities, and hardware devices; providing training for users; automating processes within desktop applications using macros and other basic maintenance programming; and reviewing commercially available hardware and software in order to make recommendations regarding the purchase or use of IT resources to meet organizational needs. Work may involve responsibility for providing technical assistance in support of IT hardware and software through a centralized help desk or service desk function. Work includes providing assistance in establishing new users; and in installing, troubleshooting, and using applications and network systems. Work is performed independently under the direction of a technical or administrative supervisor who reviews results for conformity to operating procedures and overall customer satisfaction.

   DISTINGUISHING CHARACTERISTICS:

     • Work is differentiated from the lower-level job based on independently troubleshooting and resolving non-routine user support issues with hardware, software, periphery devices, and connectivity; or independently setting-up workstation equipment with custom configurations.

EXAMPLES OF WORK: (NOTE: The examples of work are representative of the work, but every position classified to this job may not perform all examples of work listed. Conversely, this is not an all-inclusive list of work examples.)

• Receives calls for assistance, elicits information, and performs hardware and software diagnostic procedures, including the use of software utility programs, to diagnose and troubleshoot IT hardware and software problems; and resolves, refers to technical staff, or arranges for vendor service follow-up to ensure that the work is completed appropriately.

• Documents the problem and all troubleshooting steps taken for each incident for tracking purposes and future reference.

• Performs hardware and software diagnostics to isolate and correct functional problems.

• Utilizes remote control software to troubleshoot desktop issues from a central location.

• Provides technical assistance and support to employees in the use of a wide variety of IT software and hardware devices.

• Determines training needs, prepares training materials, and conducts training for users.

• Installs and configures IT hardware and software on new workstations and installs and configures hardware and software upgrades for new or existing workstations.

• Conducts tests on proposed and existing system hardware and software to identify potential issues; recommends fixes, performs minor repairs and adjustments, or refers issues to the appropriate service personnel for resolution.

• Utilizes various techniques to test, troubleshoot, and identify reported problems with network connectivity and resource access.

• Assists in monitoring events within the network and identifying problems as they arise; alerts higher-level specialists of network problems.

• Diagnoses and troubleshoots localized IT hardware, software, and network connectivity problems.

• Installs, tests, and maintains network cabling within a network environment.

• Assists in the physical installation of network servers, including racking and cabling the servers, and labeling and documenting servers for inventory purposes.

• Performs limited troubleshooting and resolution of server problems within established guidelines, such as server reboots.

• Works within established procedures to set up shared resources on the network, such as printers and access to file servers.

• Resets passwords and unlocks user accounts for network users.

• Works with users to recover local resources on the desktop, such as individual files, or to restore user data lost on a server.

• Instructs users on the process of backing up files.

• Prepares simple batch files, macros, and other automated procedures for users as needed.

• Installs and runs anti-virus software programs to detect and eliminate computer viruses.

• Researches new hardware and software releases, determines benefits or liabilities of use in a particular environment, and makes recommendations to supervisor on the best options to meet their individual needs.

• Reviews technical manuals and other literature; and attends seminars, conferences, and training classes to maintain currency with new information services, products, and IT developments.

• Monitors contractor performance in providing services and equipment in accordance with specifications.

• Maintains inventory of office IT resources for maintenance contract purposes, prepares the necessary orders for repair, and monitors contractor performance.

• Executes test plans for system and system components, analyzes outputs, and ensures compatibility with requirements before implementation.

• Participates in IT continuity of government tests and in risk assessment analysis for systems and applications.

• Troubleshoots telephone, voice mail, and other telecommunications related problems.

• Assists in installing and configuring videoconferencing systems according to established instructions and provides maintenance and operations support.

• Performs related work as required.

REQUIRED KNOWLEDGES, SKILLS, AND ABILITIES:

• Knowledge of the component parts of a PC and their associated functionality.

• Knowledge of peripheral hardware devices such as printers, modems, and scanners, and their associated functionality.

• Knowledge of the principles of network communications.

• Knowledge of PC and peripheral hardware installation and configuration processes.

• Knowledge of PC software installation and configuration processes.

• Knowledge of desktop computer operating systems.

• Knowledge of the use and functionality of Microsoft Office Suite software.

• Knowledge of the use and interpretation of diagnostic utility programs for troubleshooting system (or IT) problems.

• Knowledge of PC troubleshooting techniques in a network environment.

• Ability to read and interpret IT manuals, procedures, and specifications.

• Ability to communicate effectively orally.

• Ability to communicate effectively in writing.

• Ability to establish and maintain effective working relationships.

MINIMUM EXPERIENCE AND TRAINING:

• One year of experience as an IT Help Desk Technician (commonwealth title);

or

• An associate degree in an IT field;

or

• Two years of experience providing IT support services involving hardware and software installation, operation, and maintenance;

or

• One year of experience providing IT support services involving hardware and software installation, operation, and maintenance and completion of a one-year apprenticeship in the IT technical support field;

or

• An equivalent combination of experience and training.