COMPUTER SYSTEMS SPECIALIST II - INFORMATION SYSTEMS

COMPUTER SYSTEMS SPECIALIST II - 2175

GRADE - 114

PAY RANGE - $30.11 - $42.92/hr - plus a comprehensive benefits package

GENERAL STATEMENT OF DUTIES:

Performs computer hardware and software installation, troubleshooting, and resolution; performs directly related work as required.

DISTINGUISHING FEATURES OF THE CLASS:

The principal function of an employee in this class is to maintain and provide technical support for computer and technology equipment in assigned departments. The work is performed under the supervision and direction of the Computer & Network Infrastructure Manager but considerable leeway is granted for the exercise of independent judgement and initiative. The nature of the work performed requires that an employee in this class establish and maintain effective working relationships with other City employees, technical vendors, and the public. The principal duties of this class are performed in a general office environment.

EXAMPLES OF ESSENTIAL WORK:

• Provides on-site installation, maintenance, and troubleshooting for telephone systems, computer hardware, software, network connections, physical cable networks, and other technology;
• Responds to trouble calls from users and provides customer support;
• Diagnoses the cause of computer operation problems;
• Performs software installation and setup procedures;
• Performs network configuration and administration procedures;
• Performs component diagnosis and replacement;
• Instructs and trains assigned users in use of computer software;
• Installs, troubleshoots, and configures VoIP phone systems, wireless devices, and digital displays;
• Performs system update procedures and program installation, as required;
• Evaluates and recommends new hardware/software solutions;
• Performs project assignments, as required, including maintaining equipment records;
• Performs cable and router installation and other work at heights, including working on ladders, in bucket trucks, or climbing towers with a safety harness;
• Performs installation, maintenance, and repair of printers and scanners;
• Performs network administration tasks including the creation of user accounts and email accounts;
• Installs, troubleshoots, and repairs Public Address (PA) systems;
• Configures and maintains on-premises and cloud data servers;
• Configures and maintains data backup systems; monitors backup status and restores files as necessary;
• Maintains and monitors surveillance systems and emergency communications logging systems;
• Manages two-way radio equipment;
• Ensures Payment Card Industry Data Security Standard (PCI DSS) compliance for credit card terminals;
• Maintains catalog of processes and procedures for technology installation and configuration for future duplication;
• Maintains inventory of deployed products and equipment;
• Manages network monitoring applications;
• Manages billing for IT department, verifying and approving charges;
• Provides guidance and demonstrations to new employees in similar positions;
• Keeps supervisors informed of work progress, issues, and potential solutions;
• Attends meetings and training to stay current on relevant practices and developments;
• Coordinates regularly with others to enhance interdepartmental efficiency; and
• Performs additional duties as required by the classification.

REQUIRED KNOWLEDGE SKILLS AND ABILITIES:

• Thorough knowledge of desktop software;
• Thorough knowledge of computer systems and procedures, including operating systems and networks;
• Thorough knowledge of current computer problem diagnosis, parts replacement, and software problem resolution;
• Thorough knowledge of diagnostic programs utilized in system maintenance and problem resolution activities;
• Substantial knowledge of server operating systems;
• Substantial knowledge of assigned department functions, procedures, policies, and organization as they relate to computer support services;
• Substantial knowledge of office terminology, procedures, and equipment;
• Ability to operate a computer using standard or customized software applications appropriate to assigned tasks;
• Ability to understand computer-related user problems and needs;
• Ability to perform effective computer user support;
• Ability to diagnose and correct computer system operation problems;
• Ability to perform configuration and system maintenance updates as assigned;
• Ability to communicate effectively with others, both orally and in writing, using both technical and non-technical language;
• Ability to understand and follow oral and/or written policies, procedures, and instructions;
• Ability to prepare and present accurate and reliable reports containing findings and recommendations;
• Ability to use logical and creative thought processes to develop solutions according to written specifications and/or oral instructions;
• Ability to perform a wide variety of duties and responsibilities with accuracy and speed under the pressure of time-sensitive deadlines;
• Ability and willingness to quickly learn and put to use new skills and knowledge brought about by rapidly changing information and/or technology;
• Integrity, ingenuity, and inventiveness in the performance of assigned tasks.

ACCEPTABLE EXPERIENCE AND TRAINING:

• Graduation from an accredited college or university with an Associate’s Degree in Computer Science or a related field; and
• Three to five years of experience in computer system support experience; or
• Any equivalent combination of experience and training which provides the knowledge, skills, and abilities necessary to perform the work.

REQUIRED SPECIAL QUALIFICATIONS:

• Valid Driver’s License;
• On call status.

ESSENTIAL PHYSICAL ABILITIES:

• Sufficient clarity of speech and hearing or other communication capabilities, with or without reasonable accommodation, which permits the employee to diagnose computer problems and to communicate effectively;
• Sufficient vision or other powers of observation, with or without reasonable accommodation, which permits the employee to diagnose and to review a wide variety of materials in electronic or hardcopy formats;
• Sufficient manual dexterity, with or without reasonable accommodation, which permits the employee to operate, install, maintain, and repair computers and related equipment;
• Sufficient personal mobility and physical reflexes, with or without reasonable accommodation, which permits the employee to turn, reach and grasp repetitively;
• Sufficient strength and endurance, with or without reasonable accommodation to lift, carry, push, pull or otherwise move objects, through a full range of motion, up to 100 pounds occasionally, 50 pounds frequently and 20 pounds consistently;
• Sufficient personal mobility and physical reflexes, with or without reasonable accommodation, which permits the employee to transport assigned equipment as necessary to perform timely computer repair procedures, and to function within the general office environment.