It Services Technician Jobs

Purpose
The purpose of this classification, under limited supervision, is to provide technical support services for computerized hardware and software systems. Provides frontline help desk coverage requiring problem analysis, technical assistance, and training of associates for various information systems. Implements and maintains computer workstations and software applications. Includes installing, diagnosing, repairing, maintaining, and upgrading all end-user computer equipment to ensure optimal performance. Possesses aptitude to troubleshoot issues without supervisory oversight. Provides instruction and training to end users regarding the use of computerized and electronic hardware, and software systems. This position is responsible for supporting city technology goals while focusing on providing excellent customer service. Minimum Qualifications
Education, Training and Experience - Associate"s degree in computer science, Information Technology, or closely related field, supplemented by minimum two (2) years" Information Technology service desk or helpdesk. Strong customer service and business skills, including effective written communications, required. Must possess and maintain a valid state of Florida Driver"s License.
ESSENTIAL FUNCTIONS
The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.
Specify, install, configure, and manage local area networks, computer workstations, servers, printers, and software applications.
Research emerging technologies to determine suitable innovations for deployment and provide detailed written recommendations to management and staff.
Troubleshoots and resolves desktop hardware and software, computer system, network system, server, telecommunications, and printer problems.
Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solutions.
Provides instruction to users regarding the use and application of hardware and software systems. Monitors Help Desk phones, emails, and creates and resolves work orders.
Maintains an inventory of all hardware and software and installed locations.
Loads, unloads, and moves computer equipment, peripherals, supplies, materials and tools. Loads, unloads, and moves physical plant related hardware, materials, and supplies.
Manages outside plant facilities including performing buried utility locates and fiber optic cabling installations and repairs.
Performs related functions including installing networking cable, managing Active Directory and telephone directories, and adding users to the email system.
MARGINAL FUNCTIONS
Assists in performing clerical duties for the Department. Performs other related duties as required.
PERFORMANCE APTITUDES
Data Utilization: Requires the ability to review, classify, categorize, prioritize, and/or analyze data and/or information. Includes exercising discretion in determining data classification and in referencing such analysis to established standards for the purpose of recognizing actual or probable interactive effects and relationships.
Human Interaction: Must have the ability to make decisions on procedural and technical levels.
Equipment, Machinery, Tools, and Materials Utilization: Requires the ability to operate, maneuver, and/or control the actions of equipment, machinery, tools, and/or materials used in performing essential functions.
Verbal Aptitude: Requires the ability to utilize a variety of reference, descriptive, and/or advisory data and information.
Mathematical Aptitude: Requires the ability to utilize the base mathematical applications including adding, subtracting, multiplying, dividing, decimals, percentages, as well as high school level geometry.
Functional Reasoning: Requires the ability to apply principles of logical functions. Ability to deal with several concrete and abstract variables and to analyze major problems that require complex planning for interrelated activities that can span one or several work units.
Situational Reasoning: Requires the ability to exercise the judgment, decisiveness and creativity required in situations involving the evaluation of information against measurable or verifiable criteria.
ADA COMPLIANCE
Physical Ability: Tasks range from exerting a small amount of physical effort in sedentary to light work conditions, moving from one area of the office to another to, at times, sustained performance of moderately physically demanding work, typically involving some combination of climbing and balancing, stooping, kneeling, crouching, and crawling, and that may involve the lifting, carrying, pushing, and/or pulling of moderately heavy objects and materials (20-100 pounds). Requires sufficient hand/eye coordination to perform semi-skilled repetitive movements, such as programming computers, utilizing computer equipment, using a calculator, operating a fiber optic fusion splicer, terminating cabling, and working with hand and power tools. Tasks may involve extended periods of time at a keyboard, workstation, or workbench.
Sensory Requirements: Tasks require visual and auditory perception and discrimination and oral communications ability.
Environmental Factors: Tasks may risk exposure to extended levels of stress when dealing with situations, such as down systems or jeopardized integrity of the network.
PERFORMANCE INDICATORS
The work performance of non-supervisory personnel of the City of Daytona Beach is routinely evaluated according to the performance criteria outlined herein:
Knowledge of Job: Is knowledgeable in the methods, policies and procedures of the Division pertaining to specific duties of the LAN/Telecommunications Technician. Is knowledgeable in the laws, ordinances, standards and regulations pertaining to the specific duties and responsibilities of the position. Has thorough knowledge of the organization of the City and of related departments and agencies. Understands the local area networking system and is capable of implementing and maintaining local area networks for administrative technology and related network/telecommunications applications software systems. Has the technical skill to install, maintain, and repair PC hardware and peripheral equipment. Has the ability to comprehend, interpret, and apply regulations, procedures, and related information. Has knowledge of the principles and practices of network administration. Has knowledge of and skill in the use of equipment, tools, and materials used in network administration and management information system maintenance. Is capable of analyzing, recommending, installing, training on the use of, and troubleshooting assigned hardware and software systems for use in the City. Has knowledge of modern office practices and equipment. Has knowledge of proper English usage, vocabulary, punctuation, and spelling; has knowledge of basic mathematics. Is able to type accurately at a rate sufficient for the successful performance of assigned duties. Knows how to operate and maintain a variety of office equipment as necessary in the performance of daily activities. Is skilled in applying a responsible attention to detail as necessary in preparing reports and correspondence. Is able to read and interpret various materials pertaining to the responsibilities of the job. Is able to take the initiative to complete the duties of the position without the need of direct supervision. Is able to use independent judgment in performing routine and non-routine tasks. Has the ability to plan, organize, and prioritize daily assignments and work activities. Is able to offer assistance to fellow employees as necessary. Has the ability to learn and utilize new skills and information to improve job performance and efficiency. Knows how to perform duties in a courteous manner and with the utmost integrity in the best interest of the public. Has the mathematical ability to handle required calculations. Has knowledge of the occupational hazards and safety precautions of the industry. Is capable of working under stressful conditions as required. Knows how to react calmly and quickly in emergency situations.
Quality of Work: Maintains high standards of accuracy in exercising duties and responsibilities. Exercises immediate remedial action to correct any quality deficiencies that occur in areas of responsibility. Maintains high quality communication and interaction with internal and external entities with which the position interacts.
Quantity of Work: Performs described essential functions and related assignments efficiently and effectively in order to produce quantity of work which consistently meets established standards and expectations.
Dependability: Assumes responsibility for completing assigned work. Completes assigned work within deadlines in accordance with directives, policy, standards, and prescribed procedures. Maintains accountability for assigned responsibilities in the technical, human, and conceptual areas.
Attendance: Attends and remains at work regularly and adheres to policies and procedures regarding absenteeism and tardiness. Provides adequate notice to upper management with respect to vacation time and leave requests.
Initiative and Enthusiasm: Maintains an enthusiastic, self-reliant and self-starting approach to meet job responsibilities and accountabilities. Strives to anticipate work to be accomplished, and initiates proper and acceptable action for the completion of work with a minimum of supervision and instruction.
Judgment: Exercises analytical judgment in areas of responsibility. Identifies issues or situations as they occur and specifies decision objectives. Identifies or assists in identifying alternative solutions to issues or situations. Implements decisions in accordance with prescribed and effective policies and procedures and with a minimum of errors. Seeks expert or experienced advice where appropriate and researches issues, situations and alternatives before exercising judgment.
Cooperation: Accepts supervisory instruction and direction and strives to meet the goals and objectives of same. Questions such instruction and direction when clarification of results or consequences is justified (i.e., poor communications, variance with established policies or procedures, etc.). Offers suggestions and recommendations to encourage and improve cooperation intra- and inter-departmentally.
Relationships with Others: Shares knowledge with managers, supervisors and coworkers for mutual benefit. Contributes to maintaining high morale among all employees. Develops and maintains cooperative and courteous relationships inter- and intra-departmentally, and with external entities with whom the position interacts. Tactfully and effectively handles requests, suggestions, and complaints in order to establish and maintain good will. Emphasizes the importance of maintaining a positive image.
Coordination of Work: Plans and organizes daily work routine. Establishes priorities for the completion of work in accordance with sound time-management methodology. Avoids duplication of effort. Estimates expected time of completion of work elements and establishes a personal schedule accordingly. Attends required meetings, planning sessions, and discussions on time. Implements work activity in accordance with priorities and estimated schedules.
Safety and Housekeeping: Adheres to all established safety and housekeeping standards. Ensures such standards are not violated.
The City of Daytona Beach is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the City of Daytona Beach will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.