What are the responsibilities and job description for the Information Technology Support Technician position at Mountain Line?
JOB TITLE: Information Technology Support Technician
LOCATION: Missoula, MT
DIVISION/DEPARTMENT: Administration
ORGANIZATION: Missoula Urban Transportation District
FLSA CATEGORY: Non-Exempt
PHYSICAL REQUIREMENTS: Attached
PPE: Per Work Location
REVISION DATE: June 2024
Position Summary: Provide support for all departments and end-users in the organization. Ensure that computer hardware and software, as well as networks and servers, work consistently and correctly. Install programs, configure networks and databases. This role requires extensive familiarity with IT processes and procedures, effective communication, departmental enhancement, and user support. This is not a remote work position.
ESSENTIAL JOB FUNCTIONS:
- Provide hardware and software support for staff via phone, chat, email, and ticketing system, responding to incidents in a timely manner, prioritizing actions based on impact to business continuity.
- Troubleshoot issues related to desktops, laptops, printers, mobile devices, operating systems, applications, and network connectivity.
- Create and maintain IT documentation and Standard Operating Procedures for staff as it relates to IT.
- Install, configure, upgrade, troubleshoot, and maintain agency infrastructure. This includes all networking equipment, IoT devices, workstations, as well as physical, virtual, and cloud-based servers.
- Maintain regular backup operations and implement appropriate data protection processes, disaster recovery, and failover procedures.
- Perform routine system administrator maintenance functions such as setting up workstations, onboarding and offboarding staff, managing on-premises and Microsoft 365 Groups, providing and revoking access to SharePoint sites and Teams groups as necessary.
- Regularly analyze and upgrade systems as needed and recommend replacement schedules based upon hardware and software performance limitations and useful life.
- Install, troubleshoot, repair, and maintain telecommunications equipment and services.
- Oversee all Intelligent Transportation Systems (ITS) infrastructure. This includes cellular based infrastructure inside vehicles, periodically running reports on vehicle connectivity and proactively working with other departments and vendors to determine the status of the technology in our fleet.
- Deploy and maintain IP video surveillance camera systems across the enterprise.
- Prepare studies with recommendations regarding current and proposed software and hardware.
- Develop appropriate software and hardware specifications necessary to support projects.
- Troubleshoot issues and outages, including support after hours as part of an on-call rotation.
- Maintain Server Room organization and cleanliness.
- Attend meetings with vendors, managers, and other departments as requested.
- Perform other duties as assigned.
REQUIRED QUALIFICATIONS:
Associate’s degree and two years of progressively responsible network administration experience, or an equivalent combination of education and experience.
Experience with operation and troubleshooting of small, medium, and large-scale networks and IT infrastructure environments is preferred, or any similar combination of education and experience.
Knowledge of:
- Windows Desktop and Server Operating Systems. Linux and MacOS experience a plus
- Android, iOS, iPadOS, and other mobile based operating systems.
- Most / all the following: TCP/IP, VLANs, DNS, DHCP, VPNs, VoIP, Hyper-V, SonicWALL.
- Database Server Administration
- Microsoft administration including on-premises Active Directory and Microsoft 365.
- Microsoft OneDrive and SharePoint
- IT Networking
- IT Security Principles
Skill in:
- Customer Service
- Troubleshooting
- Prioritization
- Documentation
- Following written and verbal instructions
- Written and oral communications.
- Communication, interpersonal skills as applied to interaction with coworkers, supervisor, the public, etc.
SPECIAL REQUIREMENTS OR LICENSES:
A driver’s license valid in the State of Montana or an acceptable means of alternate transportation.
WORKING CONDITIONS:
This is a hands-on job. This position has a work environment with only occasional (20-40%) hazards or obstacles. There is a moderately low level of personal risk encountered while performing assigned work. Job conditions are occasionally uncomfortable relative to noise, temperature, inside/outside work, dirty conditions.
The employee is frequently required to sit, talk, or hear; use repetitive hand motions; handle or feel; and to stand, walk, reach, bend, stoop, or lift up to five pounds regularly. Infrequently, moving materials weighing up to 25 pounds may be required.
SUPERVISORY RESPONSIBILITIES:
This position has no supervisory responsibility.
SUPERVISION RECEIVED:
Works under the general supervision of the IT Specialist.
