Information Systems Technician III (#RI0103)
$29.94-$36.40 Hourly / $5,190.13-$6,308.64 Monthly / $62,281.64-$75,703.73 Yearly

Under general supervision, performs advanced technical duties in support of centralized data processing and communications equipment operations within the Information Systems Division; maintains and troubleshoots computer and remote terminal operations; may perform help desk duties; and performs other work as required in accordance with Rule 3, Section 3 of the Civil Service Rules.

This is the advanced journey level class in the Information Systems Technician series. Employees must be fully trained in all procedures related to assigned area of responsibility. Incumbents perform the most difficult and responsible types of duties assigned to positions within this series including the provision of advanced technical support to system users. Incumbents may also provide lead direction to lower level staff. The level of responsibility assumed and the complexity of duties assigned distinguish positions at this level. The program assignment will determine the emphasis of an incumbent's duties as described below.

• Performs advanced technical duties in support of centralized data processing operations and remote communications equipment.
• Troubleshoots problems on remote equipment including terminals, computer system peripherals, magnetic tape drives and printers to ensure functional operation; diagnoses and recommends solutions to computer operations and remote equipment malfunctions; installs, replaces, performs minor repairs or replaces modems, controllers, terminals, printer, coaxial cable and related devices, components and wiring.
• Monitors equipment performance; coordinates the dispatch and receipt of equipment to be repaired with manufacturer representatives or vendor staff.
• May perform help desk duties, serving as primary interface and first level response between end user and information technology staff; receives and logs user calls regarding systems or network hardware, software or peripheral equipment problems; determines nature and severity of problem; resolves or refers to appropriate technical staff.
• Coordinates trouble ticket generation and tracking system; monitors work in progress; ensures prompt and accurate status feedback to clients and information systems staff.
• Trains assigned employees in their areas of work including computer monitoring and data processing production methods, procedures and techniques; ensures adherence to safe work practices and procedures.
• Performs quality assurance and scheduler duties; logs, schedules and sets up requested jobs; checks quality of reports and forms printed; ensures all print jobs are complete and accurate; processes, prints, decollates, bursts and distributes completed materials.
• Monitors batch jobs for daily processing; edits, changes and updates job control language as necessary; runs programs in accordance with established schedules; documents all jobs completed; identifies errors and initiates restart instructions; advises appropriate staff of production problems; documents all unresolved issues; ensures accuracy and quality of completed jobs.
• Monitors console and systems for errors and abnormal situations; checks system status; maintains problem logs; responds to error messages; resolves issues or refers to appropriate staff member.
• Conducts system and database back ups on a routine basis; files back up tapes; maintains tape library.
• Maintains and cleans peripheral equipment; cleans tape drives and printers; stocks and loads printer paper.
• Coordinates operations with other shift staff; provides assistance in training new computer operations staff and trainees.
• Maintains and monitors form inventory; provides information to client on inventory levels; orders forms and coordinates activities with vendors.

Advanced principles and practices of troubleshooting data processing and peripheral equipment problems; principles and practices of telecommunications equipment troubleshooting; principles of lead supervision and training; operational characteristics of remote terminals and telecommunications devices; electronic communication cabling and wiring systems; communication service requirements, methods and terminology; basic principles and practices of computer science and information systems; operational characteristics of various computer hardware and software applications; operations, services and activities of a client support help desk program; basic principles and practices of hardware and software troubleshooting; operational characteristics of telecommunications components, protocols, modems and related equipment.

Perform advanced duties in operating, repairing and maintaining computer and remote systems communications equipment; troubleshoot and diagnose remote system equipment including terminals, modems and controllers; lead, organize and review work of assigned staff; independently perform the most complex data processing and communication equipment duties; troubleshoot and diagnose a wide variety of computer equipment and peripheral problems; install remote communication systems cabling and wiring; perform help desk user support duties; identify and troubleshoot hardware or software problems; communicate clearly and concisely, both orally and in writing; establish and maintain effective working relationships with those contacted in the course of work.

Mobility-Frequent use of keyboards; frequent sitting, standing or walking for long periods; occasional pushing/pulling, bending, squatting and crawling; driving; Lifting-Frequently 5-30 pounds; occasionally 70 pounds or less; Vision-Constant use of good overall vision; frequent reading/close-up work; occasional color, depth and peripheral vision; Dexterity-Frequent repetitive motion; frequent writing; frequent grasping, holding, reaching; Hearing/Talking-Frequent talking/hearing in person and on the telephone; Emotional/Psychological-Frequent public contact; occasional working alone, working nights and traveling; Environmental-Frequent exposure to noise.