10/05/2011                                                                                                                              L0438

INFORMATION TECHNOLOGY TECHNICIAN

Local Government 

DEFINITION: This is limited technical information technology (IT) work in the installation, operation, and maintenance of IT hardware and software, or the provision of 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 to meet the automation needs of employees.  Work may involve responsibility for the provision of technical assistance in support of IT hardware and software through a centralized help desk.  Work also involves providing assistance in establishing new users, and in the installation, troubleshooting, and use of applications and network systems. Work is differentiated from the Network Specialist 1 (LG) job by the emphasis on providing support to IT users on desktop PCs, peripheral hardware, and operational network matters without responsibility for central network operating systems.  Work is performed independently using initiative and judgment to resolve user technical problems in the use of IT.  Work is directed by a technical or administrative supervisor and is reviewed for conformity to operating procedures and overall customer satisfaction. 

EXAMPLES OF WORK: Receives calls for assistance, elicits information, and performs hardware and software diagnostic procedures including the use of software utility programs in the diagnosis and troubleshooting of 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 user 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, and recommends or performs minor repairs and adjustments or refers to the appropriate service personnel for resolution.

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

Assists in monitoring the network and problems as they arise, and alerts higher level specialists to network problems.

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

Installs, tests, and maintains network cabling found in 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 instructions, such as server reboots.

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

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

Reviews technical manuals and other literature, 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 within 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 concepts of networking.

Knowledge of the process of installing and configuring PCs and peripheral hardware.

Knowledge of the process of installing and configuring software on PCs.

Knowledge of system fundamentals.

Knowledge of desktop computer operating systems.

Knowledge of the use and functionality of industry standard software application programs such as word processing, spreadsheet, e-mail, and database.

Knowledge of the use and interpretation of diagnostic utility programs used in troubleshooting problems. 

Knowledge of PC troubleshooting techniques in a network environment.

Ability to read and interpret technical computer 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: An associate's degree in any information technology field;

 or

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

 or

An equivalent combination of experience and training.

Commonwealth Equivalent PSG ST06