This is a professional Information Technology class that provides a variety of responsible services of varying difficulty levels to Commission users and junior level Information Technology peers intended to assist them in making most effective use of their computer hardware and software in accomplishing Commission and section goals. Positions at this level receive only occasional instruction or assistance as new or unusual situations arise and are fully aware of the operating procedures and policies of the work unit. This class is distinguished from Information Technology Analyst in that the latter is a professional classification requiring a four-year degree and is responsible for performing software applications research, development, conversion, installation, and management of projects .
Examples of Essential Job Functions:
Examples of Essential Job Functions:
- Evaluates and diagnoses computer hardware and software problems associated with the Commission's computers and related equipment; performs diagnostic testing; repairs equipment.
- Responds to user inquiries and requests and provides technical assistance on computer systems and equipment, related hardware and software and standard applications; provides first and second level help desk information and support; performs troubleshooting of hardware, software, and network problems, and coordinates action by Commission staff and/or outside maintenance vendors to resolve identified problems.
- Installs and supports new hardware and new and/or upgraded versions of software applications.
- Provides standard for company workstations, may move and set up workstations; supply workstations with computer terminal, network connection, and telephone; installs, maintains, and troubleshoots voice connections, cabling, instruments, and switches; tests and certifies each installed connection.
- Performs routine tasks of local area network (LAN) and wide area network (WAN) administration; establishes a maintenance schedule for computers and peripheral devices; performs system backups; utilizes industry standard hardware tools to identify network issues.
- Maintains the network’s Active Directory, including adding and removing users from the directory, granting security access to files and folders on the network, and creating and administering distribution groups, security groups, organizational units, group policy objects, etc.
- Creates and maintains Voice Over Internet Protocol (VOIP) phone accounts, including installing required software and establishing voicemail boxes.
- Communicates and interfaces with end users; instructs end users concerning computer systems and software applications.
- Performs scheduled production jobs, including generating and distributing daily and weekly reports, documents, and other output; performs procedural steps to monitor system performance. Able to provide entry-level system analyst support.
- Performs, maintenance, troubleshooting of printers; to include but not limited to print server, configures and installs hardware and software at the Commission’s Learning Opportunities Centers (LOCs); makes service and repair calls to LOCs.
- Maintains computer equipment and software inventory, tracks and receives a variety of telecommunications and computer systems equipment, software applications supplies, training materials, and related needs adhering to established purchasing policies.
- Stays abreast of current trends and developments in the field of computer software programs and networking systems on a variety of hardware operating systems.
- Enforces information technology operational policies and procedures.
- Maintains and modifies application version as needed.
- Attends and participates in staff meetings.
- Performs other duties as assigned.
- Applications and functions of computer hardware, software, and peripheral devicess.
- Principles of database management and systems development.
- Processes and procedures involved in creating user accounts in an Active Directory, including adding/deleting users, creating user groups, and granting security access to files/folders, managing organizational units, creating/managing group policy objects.
- Basic maintenance and troubleshooting of Windows operating systems, LAN/WAN routers, telecommunication devices, VOIP software and hardware, and switches.
- Computer and peripheral equipment maintenance methods and procedures.
- Occupational hazards and standard safety practices necessary in the area of computer operations.
- Technical report writing practices and procedures.
- Applicable Federal, State, and local laws, regulatory codes, ordinances, and procedures relevant to assigned area of responsibility.
- Recent and on-going developments, current literature, and sources of information related to the operations of the assigned programs.
- Record-keeping principles and procedures.
- Modern office practices, methods, and computer equipment and applications related to the work.
- English usage, grammar, spelling, vocabulary, and punctuation.
- Techniques for providing a high level of customer service by effectively dealing with the public, vendors, contractors, and Commission staff.
- Analyze and troubleshoot computer system and telecommunications hardware and software, able to identify whether issue resides at the local workstation or at the server level, and utilize appropriate resources to solve problems.
- Establish and maintain a computer maintenance schedule.
- Train users and Information Technology technicians in the application and use of computer hardware and software.
- Diagnose system software problems.
- Learn to use new and existing software and hardware; maintaining the Commission to Information Technology standards.
- Prepare clear and concise reports, correspondence, and other written materials.
- Interpret, explain, and ensure compliance with Commission policies and procedures, complex laws, codes, regulations, and ordinances.
- Maintain accurate files and records.
- Organize and prioritize a variety of projects and multiple tasks in an effective and timely manner; organize own work, set priorities, and meet critical time deadlines.
- Operate modern office equipment including computer equipment and specialized software applications programs.
- Use English effectively to communicate in person, over the telephone, and in writing.
- Use tact, initiative, prudence, and independent judgment within general policy, procedural, and legal guidelines.
- Establish, maintain, and foster positive and harmonious working relationships with those contacted in the course of work.
- Maintain strict confidentiality and adhere to Commission policies, procedures and administrative regulations.
Education and Experience:
Education and Experience:
Equivalent to the completion of the twelfth (12th) grade, and four (4) years of increasingly responsible experience performing computer hardware and software systems support.
Licenses and Certifications:
Possession of, or ability to obtain, a valid California Driver's License by time of appointment.
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