Computer/Systems Technician

Job Type: Full-time, Non-Union/Non-Exempt, Civil Service

Position Summary:

Under general supervision of the IT Manager, the Computer/Systems Technician provides technical tier one and tier two helpdesk support both over the phone and in person for users of all City information technology supported systems, applications and services. This position assists and performs assigned tasks to support, maintain, and administer City information technology hardware and software systems. This position assists the other members of the IT team in maintaining and administering City network hardware and software systems when needed. The incumbent may be assigned to perform these duties for other entities that have contracted with the City for IT support.

Essential Duties and Responsibilities:

• Actively supports and upholds the City’s mission and values.
• Contributes to supporting organizational goals and priorities.
• Performs technical tasks, such as running cable, primary diagnostics on hardware and software, installing and configuring network hardware and software; installing computers; and configuring hardware and software.
• Provides setup and configuration of computing peripherals such as printers, monitors, scanners, mice, special keyboards and other equipment as necessary.
• Troubleshoots hardware, software, network and peripheral issues and provides hardware replacement, cleaning or repair as needed.
• Performs hands-on fixes at the desktop level including installing and upgrading software, implementing file backups and configuration of systems and applications.
• Performs employee training in the operation of personal computer hardware and software through individual instruction.
• Answers immediate questions in the operation of personal computers and the network.
• May assist the Network Administrator in administering the City’s network hardware and software, including operating system, file storage user access, problem resolution (back-up) and security as assigned.
• Maintains inventory of the City’s personal computer hardware and software.
• Communicates with vendors for technical support, RMA and program updates as needed to resolve hardware and software issues.
• Performs other related duties as assigned.

Required / Minimum Qualifications:

• Completion of an associate’s degree in Network Administration, Computer Science, Computer Information Systems, or a related field.
• Two (2) years of professional, full-time, directly related work experience covering the following areas: operating and maintaining computers, software application support, networking skills such as the connecting and configuring networked computers and peripherals, and work in an enterprise IT environment.
• Experience providing excellent customer service to users. This includes providing customer needs assessment (e.g., interviewing system users to accurately assess their needs), meeting quality standards for services, and evaluating customer satisfaction.
• Experience with complex problem-solving situations, such as identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Experience with testing, installing and connecting various computers in a network environment; troubleshooting and diagnosing hardware problems; and providing minor computer repairs.
• Must possess a valid State of Illinois driver’s license or be able to obtain one within 15 days of employment.
• Must be available for system emergencies and maintenance that may arise before 8 a.m. and after 5 p.m. and on weekends.

For a complete list of duties and qualifications, please refer to the job description.