What are the responsibilities and job description for the Systems Technician I/II/III (Customer Service/Systems Support) Assignment) (On-site Only) position at City of Merced?
JOB
**THIS POSITION IS IN-PERSON/ON-SITE ONLY**Class specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed within the job.SUMMARY DESCRIPTIONUnder direction and supervision perform technical duties to analyze, troubleshoot, and resolve systems, applications and software related support requests. Assist and train users in computer device hardware and software, including Geographic Information Systems (GIS) technology solutions. Perform related work as assigned in specialties Customer Service/Systems Support or Geographic Information Systems (GIS). The incumbent(s) will be required to specialize in and be assigned to one of the above specialty areas.DISTINGUISHING CHARACTERISTICSSystems Technician I is the entry-level class of the series. Initially under close supervision, incumbents learn and perform a variety of functions related to support of computer devices (including, but not limited to; desktops, laptops, tablets, and mobile devices), networks, various operating systems, and various applications. Incumbents create, maintain, and publish maps and other geographic source data in both spatial and tabular form for use by City departments, other public agencies, and the public.Systems Technician II is the qualified, assistant level class of this series. Competent to perform a variety of technical duties including the maintenance and support of computer devices and GIS technology. Positions are characterized by the presence of general guidelines from which to make decisions and the availability of supervision in non-routine circumstances. Positions at this level are accomplished users of common computer and/or specialized applications software/tools related to the area of assignment. Incumbents in this class of this series may provide assistance to staff on complex issues.Systems Technician III is the highly qualified and diversified associate level class of this series, competent to perform a multitude of support and maintenance duties. Incumbents work with minimal supervision, and generally receive only occasional assistance. Employees in the associate level class may provide guidance and direction to other staff members as needed.REPORTS TOInformation Technology Manager or designee when assigned to Customer Service/Systems Support, or the GIS Coordinator or designee when assigned to GIS.CLASSIFICATIONS SUPERVISEDThis is not a supervisory classification.
EXAMPLE OF DUTIES
REPRESENTATIVE DUTIES (When assigned to Customer Service/Systems Support: )(The following is used as a partial description and is not restrictive as to duties required.)Provide a high level of customer service when assisting users with technology related issues.Locate and resolve client-side device issues, which may include communications, hardware, and software.Install, support, troubleshoot, diagnose and maintain computer device hardware, client-side or cloud-based software and operating systems.Work as part of a team that troubleshoots, analyzes, and resolves device application related support requests including client-side and cloud applications.Keep users informed as to project, service requests or program status.Assist in providing city-wide training for hardware, software, and/or client-side or cloud-based applications.Use third-party installation/maintenance tools to package new and existing applications for client-side distribution. Provide quality assurance on assigned work orders, projects, or various client-side or cloud-based applications.Assist with the development of new procedures.Install, configure, troubleshoot, support, diagnose, locate and resolve problems related to computer and mobile devices and client-side or cloud-based software, including but not limited to telephony, telecommunications, and peripherals.Troubleshoot and perform maintenance on computer and mobile hardware, software, printer, and client-side network related issues. Assist in the physical installation and maintenance of network and telephony equipment. Maintaining inventory of existing and newly acquired equipment.Maintaining documentation, software licensing, and version tracking.Diagnose and resolve problems in the area of hardware, applications, and operating systems on various computer devices over the telephone and/or in-person.Detail user reported problems into a help desk tracking system.Monitors and distributes help desk calls.Assist in the preparation of reports for budgeting, planning, tracking and project management related needs.Perform 811 USA marking of outside plant communications cable infrastructure.Assists in the planning and coordination of software and applications upgrades.Tests new equipment, software, or technologies.Project management duties (Systems Technician III).REPRESENTATIVE DUTIES: (When assigned to GIS)(The following is used as a partial description and is not restrictive as to duties required.)Design or prepare graphic representations of GIS data, using GIS hardware or software applications.Convert data collected from field operations into GIS database with proper and accurate spatial location.Interpret aerial photography or imagery.Analyze GIS data to identify spatial relationships and/or display results of analyses, using maps, graphs, or tabular data.Enter data into GIS databases, using techniques such as coordinate geometry, keyboard entry of tabular data, manual digitizing of maps, scanning or automatic conversion to vectors, or conversion of other sources of digital data.Maintain or modify existing GIS databases.Review existing or incoming data for currency, accuracy, usefulness, quality, or completeness of documentation.Assure consistency with city wide standards and practices for data conversion and data maintenance.Perform 811 USA marking of outside plant communication cable infrastructure.Preform drone related operations following City Drone Policy. Process drone related datasets following City Drone Policy.Collect data from field inventory and process internally.Detail user reported problems into problem a help desk tracking system.Diagnose and resolve problems in the area of hardware, applications, and operating systems on various computer devices over the telephone.
SUPPLEMENTAL INFORMATION
PHYSICAL DEMANDS AND WORKING ENVIRONMENTThe conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential job functions.Environment: Assignments may include office and field environment including assignments to public safety locations; positions may require working evenings including weekend and holiday assignments and traveling to and from site to site.Physical: Essential functions may require maintaining physical condition necessary for sitting, standing, bending and stooping for prolonged periods of time; using various office equipment including a computer screen and keyboard; requires occasional medium lifting (up to 50 pounds).
**THIS POSITION IS IN-PERSON/ON-SITE ONLY**Class specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed within the job.SUMMARY DESCRIPTIONUnder direction and supervision perform technical duties to analyze, troubleshoot, and resolve systems, applications and software related support requests. Assist and train users in computer device hardware and software, including Geographic Information Systems (GIS) technology solutions. Perform related work as assigned in specialties Customer Service/Systems Support or Geographic Information Systems (GIS). The incumbent(s) will be required to specialize in and be assigned to one of the above specialty areas.DISTINGUISHING CHARACTERISTICSSystems Technician I is the entry-level class of the series. Initially under close supervision, incumbents learn and perform a variety of functions related to support of computer devices (including, but not limited to; desktops, laptops, tablets, and mobile devices), networks, various operating systems, and various applications. Incumbents create, maintain, and publish maps and other geographic source data in both spatial and tabular form for use by City departments, other public agencies, and the public.Systems Technician II is the qualified, assistant level class of this series. Competent to perform a variety of technical duties including the maintenance and support of computer devices and GIS technology. Positions are characterized by the presence of general guidelines from which to make decisions and the availability of supervision in non-routine circumstances. Positions at this level are accomplished users of common computer and/or specialized applications software/tools related to the area of assignment. Incumbents in this class of this series may provide assistance to staff on complex issues.Systems Technician III is the highly qualified and diversified associate level class of this series, competent to perform a multitude of support and maintenance duties. Incumbents work with minimal supervision, and generally receive only occasional assistance. Employees in the associate level class may provide guidance and direction to other staff members as needed.REPORTS TOInformation Technology Manager or designee when assigned to Customer Service/Systems Support, or the GIS Coordinator or designee when assigned to GIS.CLASSIFICATIONS SUPERVISEDThis is not a supervisory classification.
EXAMPLE OF DUTIES
REPRESENTATIVE DUTIES (When assigned to Customer Service/Systems Support: )(The following is used as a partial description and is not restrictive as to duties required.)Provide a high level of customer service when assisting users with technology related issues.Locate and resolve client-side device issues, which may include communications, hardware, and software.Install, support, troubleshoot, diagnose and maintain computer device hardware, client-side or cloud-based software and operating systems.Work as part of a team that troubleshoots, analyzes, and resolves device application related support requests including client-side and cloud applications.Keep users informed as to project, service requests or program status.Assist in providing city-wide training for hardware, software, and/or client-side or cloud-based applications.Use third-party installation/maintenance tools to package new and existing applications for client-side distribution. Provide quality assurance on assigned work orders, projects, or various client-side or cloud-based applications.Assist with the development of new procedures.Install, configure, troubleshoot, support, diagnose, locate and resolve problems related to computer and mobile devices and client-side or cloud-based software, including but not limited to telephony, telecommunications, and peripherals.Troubleshoot and perform maintenance on computer and mobile hardware, software, printer, and client-side network related issues. Assist in the physical installation and maintenance of network and telephony equipment. Maintaining inventory of existing and newly acquired equipment.Maintaining documentation, software licensing, and version tracking.Diagnose and resolve problems in the area of hardware, applications, and operating systems on various computer devices over the telephone and/or in-person.Detail user reported problems into a help desk tracking system.Monitors and distributes help desk calls.Assist in the preparation of reports for budgeting, planning, tracking and project management related needs.Perform 811 USA marking of outside plant communications cable infrastructure.Assists in the planning and coordination of software and applications upgrades.Tests new equipment, software, or technologies.Project management duties (Systems Technician III).REPRESENTATIVE DUTIES: (When assigned to GIS)(The following is used as a partial description and is not restrictive as to duties required.)Design or prepare graphic representations of GIS data, using GIS hardware or software applications.Convert data collected from field operations into GIS database with proper and accurate spatial location.Interpret aerial photography or imagery.Analyze GIS data to identify spatial relationships and/or display results of analyses, using maps, graphs, or tabular data.Enter data into GIS databases, using techniques such as coordinate geometry, keyboard entry of tabular data, manual digitizing of maps, scanning or automatic conversion to vectors, or conversion of other sources of digital data.Maintain or modify existing GIS databases.Review existing or incoming data for currency, accuracy, usefulness, quality, or completeness of documentation.Assure consistency with city wide standards and practices for data conversion and data maintenance.Perform 811 USA marking of outside plant communication cable infrastructure.Preform drone related operations following City Drone Policy. Process drone related datasets following City Drone Policy.Collect data from field inventory and process internally.Detail user reported problems into problem a help desk tracking system.Diagnose and resolve problems in the area of hardware, applications, and operating systems on various computer devices over the telephone.
SUPPLEMENTAL INFORMATION
PHYSICAL DEMANDS AND WORKING ENVIRONMENTThe conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential job functions.Environment: Assignments may include office and field environment including assignments to public safety locations; positions may require working evenings including weekend and holiday assignments and traveling to and from site to site.Physical: Essential functions may require maintaining physical condition necessary for sitting, standing, bending and stooping for prolonged periods of time; using various office equipment including a computer screen and keyboard; requires occasional medium lifting (up to 50 pounds).
