INFORMATION SUPPORT SPECIALIST - FIRE

INFORMATION SUPPORT SPECIALIST - 2150

GRADE - 114

PAY RANGE - $29.51 - $42.08/hr - plus a comprehensive benefits package

GENERAL STATEMENT OF DUTIES:

Performs computer client/server network administration, installation, and troubleshooting, phone administration, and application development; performs directly related work as required.

DISTINGUISHING FEATURES OF THE CLASS:

The principal function of an employee in this class is to provide technical support related to computer networks and equipment, telecommunication phone switch and phone mail, and application programming analysis for assigned departments. The work is performed under the supervision and direction of the Micro computing/Networking Manager or an assigned supervisor 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 technical advice, administration, and maintenance of computer networks, hardware, and software applications;
• Installs and configures network servers, networked computers, and related peripherals;
• Troubleshoots and diagnoses the cause of computer network server/router operation problems;
• Provides technical advice and support to other department staff as appropriate;
• Administers and troubleshoots computer networks, WANS and gateways, maintaining network operations and installing server patches and bios upgrades as appropriate;
• Performs administration and troubleshooting of telecommunications systems, including backing up other department technical staff and designing wiring for data and telephone systems;
• Assigns and maintains user security for City-wide mainframe applications;
• Manages permissions and data and provides user support for City financial management software;
• Develops recommendations for specialized computer software and hardware, including performing system analysis, needs assessment, and analysis of system support issues;
• Analyzes computer software application in assigned City departments;
• Performs software installation and setup procedures for network servers and PCs;
• Performs network installation and configuration procedures;
• Administers computer warranty and service repairs for assigned departments;
• Provides on-call service as scheduled;
• Troubleshoots and performs minor repairs of electronic equipment;
• Provides technical support for general electronics including printers, headsets, and related;
• Manages phone and tablet plans;
• Creates data reports;
• Performs component diagnosis and replacement;
• Performs project assignments, as required, including maintaining equipment repair records, phone records, and long, distance call records, and purchasing supplies;
• 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 micro-computer networks, including operating systems, connectivity, and configuration;
• Thorough knowledge of micro-computer systems and procedures, including maintenance, operating systems, and application software currently used by assigned departments;
• Thorough knowledge of the telecommunications utilized by the city, including administrative and troubleshooting procedures;
• Thorough knowledge of current micro-computer problem diagnosis, parts replacement, and software problem resolution;
• Substantial knowledge of assigned department functions, procedures, policies, and organization as they relate to computer support services;
• Substantial knowledge of diagnostic programs utilized in system maintenance and problem resolution activities for PCs and networks;
• Substantial knowledge of office terminology, procedures, and equipment;
• Ability to understand system user problems and needs;
• Ability to develop application software customization and programming to enhance user productivity;
• Ability to perform effective computer user support;
• Ability to diagnose and correct computer system and network operation problems;
• 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 operate or quickly learn to operate a personal computer using standard or customized software applications appropriate to assigned tasks;
• 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 a Bachelors Degree in Computer Science; and
• Zero to two years of directly related information service experience; or
• Any equivalent combination of experience and training which provides the knowledge, skills, and abilities necessary to perform the work.

REQUIRED SPECIAL QUALIFICATIONS:

• None.

ESSENTIAL PHYSICAL ABILITIES:

• Sufficient clarity of speech and hearing or other communication capabilities, with or without reasonable accommodation, which permits the employee to diagnose network and micro-computer problems and to communicate effectively;
• Sufficient vision or other powers of observation, with or without reasonable accommodation, which permits the employee to diagnose network and micro-computer problems 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 maintain networks and to operate, install, maintain, and repair personal computers and related equipment;
• Sufficient strength and endurance, with or without reasonable accommodation to lift, carry and move objects, through a full range of motion, up to 10 pounds occasionally, 5 pounds frequently and 2 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 network maintenance and computer repair procedures, and to function within the general office environment.