User Support Technician

PURPOSE:  
Performs a variety of user support tasks associated with computer hardware and software systems; answers questions from users over the phone and in person; installs, troubleshoots and repairs computer hardware, software, and network components; installs and sets up new computer systems and peripherals; researches and evaluates hardware and software options for achieving a particular purpose; and performs other work as assigned.

DISTINGUISHING CHARACTERISTICS:  
This is a full working level classification where incumbents serve as the primary contact for City computer users regarding technical problems with their computer and/or peripherals.  Incumbents are expected to have the knowledge to handle a wide variety of technical issues with moderate independence.
This classification is distinguished from the higher-level class of User Support Coordinator in that the latter is responsible for leading, monitoring, and coordinating the work of one or more User Support Technicians and performing the more complex user support and network maintenance duties.  

SUPERVISION RECEIVED:  
Receives general supervision from the Computer Services Manager.  Also receives functional and indirect supervision from the Senior User Support Technician.

SUPERVISORY RESPONSIBILITIES:   
Employees in this classification are not typically responsible for directly supervising subordinate employees.

ESSENTIAL JOB FUNCTIONS:  
The duties listed below are only intended as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the classification if the work is similar, related and/or a logical assignment to the classification.

Receive, prioritize, investigate, and respond to user questions and problems regarding hardware/software and network use; conduct tests to determine whether equipment, software, or procedures are operating as expected; identify problems and provide solutions; refer the more difficult issues to higher-level staff as needed.

Provide end-user technical support for hardware and software installations; install and set-up new computer systems, related hardware components and software; arrange for return of defective parts to supplier. 

Setup, install, and support indoor and outdoor wireless solutions; install and support secure mobile network connectivity and Virtual Private Network (VPN) access for Ashland Police Department for use in patrol cars and field operations; provide VPN support for non-emergency personnel wanting network access from home or during travel. 

Research and evaluate available hardware and software options and make recommendations regarding upgrades, acquisition and disposal; ensure a standard workstation environment by developing and following standard software loading procedures. 

Write, follow, and/or update procedures relating to area of expertise; track, document and report performance relating to areas of expertise. 

Assist and support team performance and work cooperatively with other team members; provide positive support to internal and external customers.

Follow all safety rules and procedures established for work areas.

AUXILIARY JOB FUNCTIONS:  
Maintain proficiency by attending training conferences and meetings, reading material and meeting with others in areas of responsibility
Perform other work as assigned.

MINIMUM QUALIFICATIONS:
Education: Completion of 60 semester (or equivalent quarter) units from an accredited college or university, with an emphasis in computer science, information technology, or a related field. 

Experience: A minimum of two (2) years of technical information systems experience that included resolving basic Internet and network function and connectivity problems.

Substitution: Any satisfactory equivalent combination of education, training and experience that demonstrates the knowledge, skills and abilities to perform the duties of the job proficiently may substitute for the above requirements.

Desirable Qualifications: Certification in network technology is desirable.

SPECIAL REQUIREMENTS:
License: Possession of, or the ability to obtain and retain, an Oregon driver license by the time of appointment.

Other: May be required to demonstrate knowledge and proficiency in the use of specific computer platforms, hardware, and/or software.

KNOWLEDGE, SKILLS AND ABILITIES:
Knowledge of:
Technical resolutions to basic problems with client-server systems and networks.
Principles and practices of computer science and information systems.
Operational characteristics of a variety of computer systems, networks, platforms, and associated hardware, software, and related components.
Basic technical support of wireless network systems.
Standard personal computer hardware and software components.
Modern office practices, procedures and equipment, including filing systems. 
Basic mathematical principles and procedures. 
Pertinent federal, state, and local codes, laws, and regulations.
Principles and practices of customer service.

Ability to:
Monitor, maintain, and operate a variety of computer systems and equipment.
Resolve a variety of technical issues pertaining to personal computer, network, and Internet service.
Detect, isolate, and resolve application hardware and software problems.
Install, troubleshoot, and upgrade applications.
Use a variety of business software applications in order to complete assigned duties in a timely manner.
Provide support in the implementation and maintenance of various applications and systems.
Read, interpret, and apply technical publications, manuals, and other documents.
Identify problems, reason logically, and develop conclusions and effective solutions.
Learn the organization, procedure, and operation details of the City of Ashland.
Use good judgment in the application of City policies, regulations and procedures.
Maintain appropriate records and reports.
Perform calculations using basic mathematics.
Perform concurrent and multiple customer service related duties.
Operate computer terminal, 10-key calculator, and other related office equipment.
Communicate effectively, both orally and in writing.  
Establish and maintain effective working relationships with those contacted in the course of the work. 

PHYSICAL DEMANDS:  
The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this classification. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

(1) Mobility: frequent sitting for long periods of time; frequent bending, crawling, stooping, kneeling or squatting. (2) Lifting: frequently up to 25 pounds; occasionally up to 50 pounds. (3) Vision: constant use of overall vision; frequent reading and close-up work; occasional color and depth vision. (4) Dexterity: frequent use of keyboard; frequent repetitive motion; frequent writing; frequent grasping, holding, and reaching. (5) Hearing/Talking: frequent hearing and talking, in person and on the phone. (6) Emotional/Psychological: frequent decision-making and concentration; frequent public and/or coworker contact; occasional working alone.

WORKING CONDITIONS:  
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this classification. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is typically performed in an office environment and is subject to moderate noise.  On occasion, may require working in small confined spaces and crawling in tight enclosed areas.