IT Support Technician

IT Support Technician

Posting Date:05/25/2022

Job Posting Number:2022-061

Position Grade:A-05

Department:Information and Communication Technology

Location:Keystone Heights – Headquarters

Department Head:Toby Moss

Immediate Supervisor:Tom Rozier

Classification:Non-Exempt

Notes:This is an existing position.

Clay Electric Cooperative, Inc. does not sponsor employment visas.

If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request by emailing employment@clayelectric.com or by calling to 352-473-8000, EXT 8244.  Please be advised that this assistance is available for individuals who require accommodation due to disability.

Classification Summary:

Individuals in this position will be responsible for providing technical support for installation, maintenance and operation of the Cooperative’s computer system network, performing technical work assisting user departments in the Cooperative.  Primary responsibilities include installing new personal computer hardware, assisting users in resolving compatibility problems and other technical concerns related to the effective use of the personal computer system and network administration (Local Area Networks).

Work is performed under the direction of the Systems and Network Coordinator.

Essential Job Functions

(Note:  These job functions are intended only as illustrations of the various types of work performed in positions allocated to this class. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. All employees are expected to demonstrate cooperation in working with others, deal effectively with members and practice safety consciousness.)

1.Supports Management.  Provides consultation to management and stakeholders on current initiatives as well as potential impacts to other systems or initiatives.  Contributes to the department’s efforts to proactively deploy the right technology-based solutions to maximize value to Clay Electric’s members and users.  Analyzes existing work processes and systems and recommends improvements.  Implements approved improvements utilizing project management methodology. 

2.Supports Users.  Provides support and training for users of computer network hardware and software.  Responds to critical system down situations on a twenty-four (24) hour basis as directed by management.

3.Communications. Asks questions and listens to users in order to identify the issue, explains the problem and solutions in a clear and understandable way.  Looks for and takes opportunities to communicate with other employees on ways to take advantage of technology to increase productivity and member satisfaction.

4.  Supports Endpoints. Installs and maintains hardware and software components related to operation of Clay Electric’s endpoints and networks.  Identifies, analyzes and isolates problems. Maintains and repairs technology or assists in obtaining maintenance and repair service. Performs as subject matter expert for the systems assigned.

5. Supports Projects. Responsible for the deployment and support of minor technology projects and provides support for major technology projects.  Minor projects include annual scheduled hardware and software refreshes.

6Supports Applications. Responsible for resolving end user application and basic system application issues.   Performs as subject matter expert for the applications assigned.

7.Supports Team. Establishes and maintains good communications and provides technical support to other employees throughout the cooperative. 

8.Maintains Inventory.  Maintains inventory of personal computer equipment and software.

9.Safety.  Practices safe work habits in the performance of all job duties and is familiar with and follows those portions of the Cooperative Safety Manual that pertain to the position.

10.Other Essential Duties.  Each employee is responsible to perform other duties as required to benefit the Cooperative and its members, includes responding to and/or assisting in emergency situations.

Minimum Training and Experience:

This position requires a high school diploma or equivalent and three (3) years of experience configuring, maintaining and supporting operations of Personal Computer (PC) systems and Local Area Networks (LAN).

Substitution:

Two years of related education may be substituted for a maximum of 1 year of experience.

This position requires completion and maintenance of a CompTIA A , Microsoft Technology Associate (MTA)/Microsoft Fundamentals, Cisco Entry or Associate Level  or approved equivalent certification within 6 months of employment.

Individuals in this position must maintain a valid State of Florida driver's license.

Knowledge, Skills and Abilities:

Experience with Microsoft Productivity toolsets (Microsoft Office, O365, Teams and Visio)

Experience with deploying and supporting Microsoft Windows workstation operation systems including imaging, troubleshooting issues and recovery.

Experience with common Local Area Networking technologies and protocols.  Including but not limited to; DHCP, DNS, Firewalls, Switches, Routers, Wireless Access Points.

Experience with deploying and supporting mobile devices and operating systems specifically Apple iOS and Android.  Experience with Mobile Device Management (MDM) solutions is desired.

Experience with deploying and supporting various network and direct connect peripherals including but not limited to Printers, Document Scanners, Headsets, Cameras, Barcode Scanners, etc.

Experience with deploying and supporting Audio / Visual (AV) and conferencing equipment.

Ability to track details of IT endpoint equipment and application inventory, licensing, and assets.

Ability to maintain multiple assignments and priorities at one time and effectively finish tasks in a timely manner.   Ability to identify escalations to other support resources and management.

Ability to work directly with vendor specific technology implementations, troubleshooting and issue triage.

Ability to give and receive communications with a wide range of employees at all levels. It requires a high degree of accuracy and precision.  Developing strong interpersonal relationships with end users and vendors.

JOB ANALYSIS FORM

For

IT SUPPORT TECHNICIAN

This form is used to determine the essential function and physical requirements of each

job class for recruitment purposes to comply with the American With Disabilities Act.

Tools, Equipment, Vehicles, or Machinery Used:

Computers, ICT vehicles, development software.

Work Conditions:

Communication Requirements:

Physical Requirements of the Job:

Note: - In terms of an 8-hour workday, "Occasionally" equals 1% to 33% of the time, "Frequently" means 34% to 66% of the time, and "Continuously" means 67% to 100% of the time.

Definitions:

1. Simple Grasping- Apply pressure to an object with the fingers and palm.
2. Pushing-Using upper extremities to press against something with steady force in order to thrust forward, downward or outward.
3. Pulling-Using upper extremities to exert force in order to draw, drag, haul or tug objects in a sustained motion.
4. Fingering-Picking, pinching, typing or otherwise working primarily with fingers rather than with the whole hand or arm as in handling.

The physical demands and work environment described here are representative of those an employee encounters or 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 the essential functions.  Some requirements may exclude individuals that cannot be reasonably accommodated or who post a direct threat or significant risk to the health and safety of themselves or other employees.