What are the responsibilities and job description for the IT Support Tech I/II position at Calaveras, County of (CA)?
This position is the first line of contact between the IT Department and our customers. As such, it is an in-office only position. Additionally, the County is unable to cover the cost of sponsoring a work visa.
Under direction of the Chief Information Officer or designee, provides countywide IT support desk services responding to questions from a wide variety of customers on the basic operations of endpoint devices and peripherals including computer work stations, tablets, laptops, smart-phones, and servers; provides first level support for IT related Help Desk tickets; obtains quotes for and purchases computer end point devices and peripherals; trains users on operating systems and software; provide product and system administration over services such as virus and malware software, OS imaging, and support utilities; performs related work as required.
DISTINGUISHING CHARACTERISTICS
IT Support Technician I
This is the entry level classification in the series. Initially under close supervision, incumbents learn and perform a limited number of duties of increasing complexity. This class will normally see incumbents advance after gaining sufficient experience and demonstrating proficiency to meet the requirements of the next higher level.
IT Support Technician II
This is the journey-level classification in the series, fully qualified to perform the full range of duties. Incumbents function as subject matter experts on the installation and operations of computers, endpoint devices and services.
- Assists customers with routine questions and requests for service on computer devices, software and hardware and providing solutions and instructions via telephone, e-mail, or remote control.
- Responds to Help Desk tickets and service calls on endpoint devices, systems and network issues, performing diagnostics on computers and peripherals and coaching customers on computer operations and usage; assigns tickets and calls to other IT staff as needed to properly address the ticket or call.
- Obtains quotes and initiates purchases of computer end point equipment, peripherals, with required software and licenses.
- Configures, installs and repairs computer end point and peripheral devices.
- Resolves technical hardware and software problems with product vendor technical support and implements repairs as necessary.
- Adds, moves, and changes computers and peripherals to new or different physical and network locations.
- Provides training on the use and features of endpoint devices, peripherals and software.
- Performs related work as assigned.
Principles and practices pertaining to the operation of computers and endpoint devices including multiple operating systems and set ups; principles and practices in training; principles and practices used with Microsoft Office Suite, Exchange, Endpoint Security; principles and practices pertaining to the operation of computer peripherals; principles and practices pertaining to the operation of Local and Wide Area Network systems; principles and practices of workplace safety; equipment, tools, instruments and materials used in the installation, maintenance and repair of computer equipment.
Skill and Ability to:
Problem solving; working with people to resolve problems and improve productivity; operating computers, endpoint devices and peripherals; install and maintain a variety of computer devices and peripherals; use multiple office productivity software packages with a focus on Microsoft Office Suite components; analyze problematic malfunctioning equipment; identify and resolve issues; prepare and maintain technical documentation, record and report; establish and maintain effective working relationships with individuals contacted in the course of work; understand and follow written and verbal instruction
Education, Training, and Experience:
Any combination of education and experience that would provide the opportunity to acquire the knowledge and abilities needed for this position. A typical way to obtain the education and experience would include:
- IT Support Technician I
Graduation from high school or completion of GED program. Additional course work in computer operations/maintenance from an accredited college or university, OR industry-provided training in computer and peripheral operations and/or maintenance, is preferred. - IT Support Technician II (in addition to the above)
Two years of experience performing work similar to the IT Support Technician I in Calaveras County. Additional college level course work in computer operations/maintenance, from an accredited college or university, may be substituted for up to one year of this experience on a year for year basis.
May be required to possess an appropriate California Driver's License.
Positions identified as supporting the Sheriff's Office must submit to a criminal background investigation. Must maintain security clearance according to Criminal Justice Information Systems staffing security requirements.
Salary : $49,587 - $74,110
