Placer County

Performs a wide range of technical duties, typically in a help desk environment, in order to provide effective support for assigned technology functional area; troubleshoots and resolves system/application related support requests pertaining to maintenance and administration of computer hardware and software and telecommunications systems to meet business needs. This classification serves as a first or second-level responder and may perform any of the following functions: installs/sets up, operates, maintains and monitors a variety of information systems including network, peripherals, operating systems and user applications; plans, implements and monitors hardware and software upgrades, patches, security and backup/recovery processes; installs, configures and administers a variety of commercial off-the-shelf (COTS) and internal applications; and performs other related duties as assigned.

Information Technology Technician I
This is the entry-level class in the Information Technology Technician series. This class is distinguished from the journey level by the performance of more routine tasks and duties assigned to positions within this series. Employees at this level are not expected to perform with the same independence of direction and judgment on matters allocated to the journey level. Positions where duties are primarily limited to more routine/basic assignments such as serving as a first level responder for hardware/software issues, receiving trouble calls, troubleshooting basic problems such as connection or printer issues, installing software, and forwarding a large percentage of more complex or specialized calls to another staff member may be permanently allocated to the Information Technology Technician I level.

Information Technology Technician II
This is the full journey level class in the Information Technology Technician series. Employees within this class are distinguished from the Information Technology Technician I by the performance of the full range of duties as assigned. Incumbents at this level work alone on routine or regular work assignments, checking with a supervisor on non-routine assignments or when in doubt as to the correct procedures to follow. This class is distinguished from Information Technology Specialist in that the Specialist describes positions that are responsible for performing duties that are broader and more complex in nature requiring specialized knowledge and abilities as compared to the more routine tasks performed by a Technician that require a more general knowledge. 

Information Technology Technician I
Incumbents work initially under immediate supervision from an assigned supervisor while learning job tasks, progressing to general supervision as the procedures and processes of the assigned areas of responsibilities are learned. May receive technical and functional supervision from higher level staff.

Information Technology Technician II
Receives general supervision from an assigned supervisor. May receive technical and functional supervision from higher level staff. 

Duties may include, but are not limited to, the following:

• Coordinates and provides technical support to County personnel, over the telephone and in person, using computers; analyzes and solves standard software, hardware, and network problems.
• Receives, reviews and/or logs requests from end users regarding computer hardware, software and/or peripheral equipment problems; writes and tracks trouble tickets/work orders.
• Provides first-level and second-level assistance to customers; verifies the location of the problem; elicits information from end user on the nature of the issue; resolves issue or refers to higher level staff member when necessary.
• Reviews and tracks service requests and trouble reports related to hardware and software problems and coordinates with end users and/or managers to ensure that customer needs are met. Maintains records of work completed and resolutions.
• Monitors the network consoles; prioritizes, schedules, and dispatches field calls; monitors network security in close coordination with Information Technology staff.
• Performs workstation troubleshooting; performs configurations of new desktop images; installs, upgrades and maintains computer workstation hardware, peripherals and associated software; manages and executes installation upgrades and system patches.
• Creates user IDs, modifies user profiles, re-sets passwords and performs regular file maintenance; sets up basic user access permissions consistent with County policies and procedures; documents all changes and revisions.
• Builds and maintains positive working relationships with co-workers, other County employees, vendors, and the public using principles of good customer service.
• Provides one-on-one training pertaining to the use of standard applications, equipment, and/or systems, including audio/video equipment, telecommunication equipment and systems; personal computers, lap top computers, and general office software.
• Performs basic installation, operation and maintenance of computers and peripheral equipment; monitors routine system parameters such as response time and general performance; tests and sets up basic hardware and software configurations; performs basic maintenance and repair on system components.
• Schedules and runs jobs and reports; performs routine system backups, upgrades and/or other hardware/software support activities; connects computers to printers, scanners, PDA's and other peripheral equipment; loads software.
• Plans, implements and monitors hardware and software upgrades, patches, security and backup/recovery processes; obtains new and upgraded system hardware and software from vendors; utilizes appropriate tools to install and test upgrades and patches; may develop utility programs as needed to ensure that new and upgraded systems work effectively with current systems and programs; determines and documents proper installation parameters for software and hardware in order to ensure smooth integration, transition and efficiency.
• Provides technical and functional supervision of vendors and/or contract staff during the implementation of hardware and software upgrades, patches, security and backup/recovery processes.
• Assigns tasks to County IT staff and coordinates activities when acting as the lead on special projects.
• Informs management of existing or potential production problems; maintains problem logs; communicates with higher-level staff regarding documentation, testing and scheduling concerns; communicates production or testing problems to user departments and keeps them apprised of schedule changes.
• Administers and maintains County standards for system hardware and software; develops system related documentation.
• Generates standard reports from various database applications.
• Reviews, submits and tracks requests for system enhancements and equipment upgrades.
• Assists with project management and network operations, as needed.
• Maintains an inventory of all computer systems, peripherals, and software.
• Performs miscellaneous administrative duties as needed, such as data entry and billing activities.
• Provides after hours technology support as assigned.
• Performs other related duties as assigned.

In addition to the above, when assigned to Telecommunications:

• Provides technical assistance in the installation, maintenance, modification and repair of telecommunication equipment such as PBX and/or VoiP equipment, voice mail systems, uninterrupted power supplies, telephone handsets, radios, network cabling, paging/public address equipment, intercoms, T1 circuits, optical fiber and related equipment.
• Assists in telecommunication system moves, ads and changes; reviews installation sites and determines amount of cabling needed to conduct installation; installs cabling, jacks and related components.
• Responds to service/repair calls or maintenance alarms; investigates, analyzes and diagnoses the operation and performance of electronic, radio and wire systems and equipment; and initiates action to optimize system/circuit effectiveness.
• Troubleshoots digital and analog switching equipment malfunctions and takes necessary actions to restore systems.
• Provides training to personnel of customer departments on the use and features of telecommunications equipment and systems.
• Installs, troubleshoots, maintains and repairs audio and visual distribution networks, public address systems, video recording and playback equipment, paging systems and local area network (LAN) connections.
• Installs, modifies, troubleshoots, tests, maintains and repairs radio networks, computer networks and related peripheral equipment.
• Designs, installs, maintains and repairs radio antennas on towers.
   

Work is typically performed in an indoor office environment with moderate noise levels, controlled temperature conditions and no direct exposure to hazardous physical substances; position occasionally requires travel to other locations. Work environments may include noise, dust and/or unpleasant odors, marked changes in temperature and humidity, and may occasionally require work in confined spaces.

Information Technology Technician I

Experience and Training
Any combination of experience and training that would provide the required knowledge and abilities is qualifying. A typical way to obtain the required knowledge and abilities would be:

Experience: One (1) year of experience involving the applications and operations of computer equipment.

Training: Equivalent to the completion of an Associate’s Degree with major coursework in computer science, information technology, or a related field. Experience involving the technical support of computer applications and equipment may substitute for the required education on a year for year basis. Possession of an approved information systems technology certificate, or completion of an approved information systems training course may substitute for all or part of the above required education.

Required License or Certificate:

Information Technology Technician I

Knowledge of:

• Basic computer hardware and software, operating systems, workflow processes, direct access techniques and remote processing.
• Basic operational characteristics of local and wide area network systems.
• Basic operational characteristics of communication systems, equipment and devices.
• Basic methods and techniques of testing, troubleshooting, problem solving, and maintenance of desktop computer, network, and communication system hardware and software.
• Tools used in the maintenance, testing, troubleshooting, and installation of personal computers, communications equipment, network components, and peripheral equipment.
• Principles and practices of effective customer service.
• Safe work practices when working with electronic equipment.
• Operations, services, concepts, terms and activities common to a comprehensive, state of-the-art information technology program.
• Principles of records and database management.

Ability to:

• Learn the operations and functions of an assigned business unit.
• Learn to analyze problems with software, hardware, communications and operating systems; identify and locate the source of the problem; diagnosis problem and develop logical, reliable solutions; and initiate corrective actions.
• Learn to install, maintain, repair and modify a variety of computer equipment, software, communications and electronic equipment and systems.
• Learn to write procedures and documentation for problems, solutions, and standards.
• Track service requests and trouble reports and ensure problems are resolved.
• Communicate clearly and concisely, both orally and in writing.
• Communicate technical issues to individuals with varying degrees of information technology knowledge.
• Establish and maintain effective working relationships with those encountered during the course of the work.
• Learn to organize and manage multiple priorities and perform a variety of work assignments.
• Work independently and as a cooperative, contributing member of a team.
• Provide on-call service during off hours, evenings, weekends and holidays.
• Mobility–frequent standing or sitting for extended periods; frequent walking; frequent twisting; occasional pushing/pulling, bending, kneeling, squatting, climbing and crawling. Lifting–frequent lifting up to 20 pounds; occasional lifting up to 80 pounds. Vision–constant use of good overall vision for reading/close up work; frequent use of color perception and eye/hand coordination; occasional use of depth perception and peripheral vision. Dexterity–frequent repetitive motion from writing and using a computer keyboard; frequent grasping, holding and reaching. Hearing/Talking-frequent hearing/talking to others on the telephone and in person. 

In addition to the above, when assigned to Telecommunications:

Knowledge of: 

• Radio communications and electronics including Microwave radio theory and operations.
• Standards and protocols for data/voice communications.

Information Technology Technician II

In addition to the qualifications for the Information Technology Technician I