IT Support Technician

Career Opportunity:

The city of Las Vegas invites applicants for IT Support Technician. This position provides the full range of support for the city's computers and users; assists in determining users' needs; and performs a variety of technical duties relative to assigned responsibilities.

Distinguishing Characteristics

This is the full journey level class within the Information Technologies Support Technician series.  Employees at this level receive only occasional instruction or assistance as new or unusual situations arise, and are fully aware of the operating procedures and policies of the work unit.

Supervision Received and Exercised

Receives general supervision from the Information Technologies Supervisor or higher level management staff.

Receives technical and functional supervision from Sr. Information Technologies Support Technicians.

Type of Examination
A civil service examination will be conducted in accordance with the Civil Service Rules of the city of Las Vegas. The supplemental questions are the examination. Falsification of information may result in disqualification from recruitment or removal from a City position. Additional information will not be accepted after the closing date. The supplemental questions are weighted 100% for placement on an eligible list and must be worked on individually by the applicant only. The supplemental questions of all qualified applicants will be reviewed for placement on an eligible list.

Selection Process: Final candidate selection will include list placement and may include a hiring interview (if applicable). Any individual offered employment will be required to pass a pre-employment drug test, complete background check, and may be required to demonstrate the ability to perform the physical requirements of the job." 
Some positions may require preliminary background checks.  

Essential Functions:

1. Provides service and support, both in the office and in the field, pertaining to computer hardware, software and network problems; installs, configures and tests all types of computer hardware, software, electronic devices and other equipment as needed.
2. Responds to inquiries and requests for service and support in a courteous manner; troubleshoots hardware, software and network problems.
3. Provides technical assistance on information technology systems and programs; advises end-users of possible solutions to computer hardware, software and network problems.
4. Follows up on calls to self-evaluate customer support satisfaction.
5. Logs and tracks calls for service and support; prepares related reports regarding such activities, results and problem trends.
6. Provides technical training to other city staff; writes or compiles documentation for training.
7. Assists in installation, troubleshooting and maintenance of network equipment.
8. Coordinates vendor repair requirements with user community.
9. Assists in consulting with city departments to determine information technology needs.
10. Provides remote support for special events; sets up laptops, projectors and other equipment; and provides assistance as needed.
11. Maintains the section hardware asset database.
12. Assists in developing system specifications for standard personal computers.
13. Maintains a variety of automated and manual logs, records and files; performs a variety of record keeping, filing, indexing and other general clerical work.

Marginal Functions:

1. Attends and participates in professional group meetings and committees; stays abreast of new trends and innovations.
2. Operates and secures assigned vehicle and other assigned equipment; determines whether vehicle is in good working order; maintains vehicle in clean and fueled condition.
3. Inputs and retrieves data from the database.
4. Performs related duties and responsibilities as required.

Experience:

Two years of experience within the previous four years with primary responsibility in a business environment for troubleshooting and supporting networks, printers and computer systems, and installing and configuring hardware and software, using the latest Microsoft Operating Systems.

Training:

Equivalent to graduation from high school. Additional specialized training in personal computers or a related field is desirable.

License or Certificate:

Possession of an appropriate, valid driver's license on the date of application, and maintenance thereafter.

Possession of current Microsoft Certified Solutions Associate (MCSA) certification within six months of the date of appointment is required.  Preferred to have on the date of application.  Certification for MCSA, or equivalent, must be continually maintained.

Possession of Microsoft Certified Solutions Expert (MCSE) for Desktop Infrastructure certification is highly desirable.

Special Requirement:

May be required to be on-call and respond, if necessary, on a rotating schedule.

Knowledge of:

Principles and methods of personal computer configuration and operation.
Principles and methods of computer networking hardware.
Principles of data communications standards and implementation.
Computer peripherals and accessories.
Troubleshooting techniques for personal computer hardware and software problems.
Techniques of record keeping.
Techniques and methods of report preparation.
Principles, techniques and methods of customer service.
 
Skills in: 

Operating a personal computer, including a variety of software programs.
Analyzing computer problems, identifying possible cause, projecting consequences of proposed solutions, recommending best options and implementing appropriate solution.
Maintaining accurate records of work performed.
Reading, interpreting and comprehending technical written materials.
Preparing clear and concise reports, instructions and other technical written materials.
Organizing work, set priorities and meet deadlines.
Establishing and maintaining effective working relationships with those contacted in the course of work.
Communicating clearly and concisely, both orally and in writing.

Competencies:

Core Workforce Competencies

Professionalism – Demonstrates core values by being honest, respectful and positive.

Effective Communication – Expresses verbal and written thought in a clear and understandable manner.

Customer Focus – Demonstrates genuine concern and satisfies external and/or internal customers based on the CLV core purpose and values.

Adaptability – Able to effectively modify behavior to suit changing workforce demands.

Problem Solving – Solves problems by considering all causes, solutions and outcomes.

Productive Partnerships – Develops, maintains and strengthens partnerships with others.

Technical and Safety Expertise – Possesses a depth of knowledge, skill and ability in a technical (job) area.