SENIOR I.T. TECHNICIAN - INFORMATION SYSTEMS DEPARTMENT 25-4-2

TITLE:                                 Senior I.T. Technician

DEPARTMENT:                   Information Systems

PAY LEVEL:                         Level 20 Step 1-12/ $28.08-$35.61

EXEMPT/NON-EXEMPT:   E        

WORKING TITLE:               Senior I.T. Technician

LOCATION:                          Leavenworth County Courthouse

SUPERVISOR:                     Director, Information Systems

SUPERVISES:                     I.T. Technician Positions

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PERCENTAGE OF TIME    ACCOUNTABILITIES

 

30%	Assign helpdesk tasks to subordinate technician positions and monitor quality and timeliness of help desk operations
25%	Provide technical assistance for computer hardware and/or software failures or other related problems.
25%	Performs configuration, troubleshooting and general maintenance of network infrastructure such as routers and switches.
10%	Installation, troubleshooting and general maintenance of telecommunications cabling and infrastructure.
10%	Perform installations and configurations according to specifications of operating systems, client software and application software.  Perform placement and connectivity of personal computers and peripheral hardware such as printers, scanners, etc.

SCOPE:

The employee in this class responds to requests for assistance which are channeled through the Help Desk and responds to requests as well as assigns tasks to subordinate technicians.  These duties include hardware and software installations, modifications, troubleshooting and problem resolutions of information technology related issues.  The employee is responsible for working directly with subordinate technicians and end users, providing excellent customer service and timely resolution of tasks assigned.  The employee would maintain and support the telecommunications infrastructure, data network and network accounts.  This employee works with direction from and reports directly to the Director of Information Systems.

 

KNOWLEDGES AND SKILLS:      (* Required prior to employment)

• *Maintain confidentiality and adhere to data security policies and procedures.
• Knowledge of general information technology procedures and terminology.
• Knowledge of the placement and operation of the components of telephones, computers, printers, scanners and other information technology.

• Knowledge of tools and resources required of supporting information technology.

• Knowledge of installation and configuration of software.
• Knowledge of network connectivity: switches, hubs, adapters, routers, etc.
• *Knowledge of telecommunications wiring standards.
• *Skill in communicating effectively and professionally with administration and end-users.
• *Self-motivated and reliable work ethics.
• Skill in identifying and resolving issues with information technology.
• *Skill with desktop software applications.
• Skill in determining workflow priorities.
• *Skill in professional telephone etiquette.
• *Skill in writing clear and concise reports.
• *Skill in typing.

 

HUMAN RELATIONS:

1. Responds professionally and timely to requests from staff and end users.
2. Communicates clearly.
3. Communicates the status of assigned tasks and availability of help desk operations.
4. Consults with management as necessary to resolve issues, report recurring issues or to receive direction on assigned tasks.

 

ILLUSTRATIVE TASKS:    (This is not an inclusive list; other tasks/duties may be assigned)

 

1. Install and configure network switches, access points, routers, etc.
2. Administrate and configure Fortinet firewall devices.
3. Knowledge of Cisco and Fortinet systems and conventions is preferred.
4. Active Directory administration, e.g., creation, modification and removal of accounts.
5. Review and prioritize help desk operations and monitor subordinate staff for quality of work and efficiency.
6. Configure, repair or replace hardware components.
7. Place and connect telephones, computers, printers and other related equipment as assigned.
8. Install and configure desktop applications, operating systems and software upgrades on computers.
9. Identify and resolve hardware and software operational failures.
10. Identify issues with network and power connectivity, including hubs, in-wall wiring and jacks, patch cables, network adapters, etc.
11. Coordinate and conduct file and program transfers between hard drives/computers.
12. Document and update Help Desk information, including equipment tracking.
13. Review and document accurate inventory for special requests, for example, (for a department) amounts of memory, software installed, etc.
14. Maintain hardware and software inventory, tools and support resources, storage areas, and work areas.
15. Assist in documenting new procedures or processes.
16. Ability to work outside regular business hours as necessary.
17. The employee may be provided a smart phone stipend and may be required to be on call outside of regular working hours.

 

ENVIRONMENTAL DEMANDS:
Work is performed in office environments.

 

MINIMUM QUALIFICATIONS:

1. A High School diploma/GED
2. Training and/or certifications in systems/network administration or similar I.T. field or six years related work experience.
3. Must have a valid Driver’s License and provide his/her own transportation.
4. Availability for on call duty outside of regular working hours is required.
5. Must complete a background investigation
6. Also refer to the asterisks [*] in the KNOWLEDGE AND SKILLS section.

ADA PHYSICAL DEMANDS

1. Vision: Requires good vision for personal computer monitor usage, working on computer components, and reading product manuals.
2. Hearing: Must be adequate for normal conversation and telephone usage. Extensive user, vendor and staff contact is required.
3. Speech: Must be able to speak clearly. Communications with staff, users and vendors is essential in this position.
4. Standing: 45 % of the time – To work on equipment.                
5. Walking: 15% of the time – To go to departments to deliver equipment and to work on computer hardware and software.
6. Sitting: 40% of the time – While operating personal computers, working on computer hardware and software, reading product manuals, completing reports, etc.
7. Lifting/Carrying: 50 lbs. – Personal computers, monitors, printers and other computer-related equipment.
8. Pushing/Pulling: 50 lbs. -- Personal computers, monitors, printers and other computer-related equipment.             
9. Climbing/Balancing: – In the delivery of equipment or to provide service, it may be necessary to ascend or descend stairs.
10. Stooping/Kneeling/Crouching/Crawling: – Necessary when working on personal computers or related equipment or network connectivity components in most locations.
11. Reaching/Handling: - When working with computer-related equipment and network connectivity components.