Information Technology Technician

Department       Information Technology

Classification     Grade 14

Reports to           Information Technology Director   

Unit                       AFSCME Local #2768 General, Non-Supervisory Unit           

Supervises           N/A

FLSA Status         Non-exempt

Position Description 

The IT Technician will provide technical and analytical support for all County employees with their use of any supported information technology to complete their duties and provide solutions to improve their productivity.

Essential Duties and Responsibilities

• Provide end-user technical support for hardware, software, and network issues
• Manage service tickets through troubleshooting, escalation, and resolution
• Install and configure equipment and maintain system reliability (backups, antivirus, maintenance)
• Maintain IT assets, documentation, and inventory records
• Deliver user training and support
• Assist with network/server maintenance and emergency IT response

Qualifications and Knowledge, Skills and Abilities

Minimum qualifications

• Associate’s degree in Information Technology or closely related field and 3 years of Information Technology work experience (within the past 6 years)

          OR

          Bachelor’s degree in Information Technology or closely related field and 1 year of Information Technology work experience (within the past 6 years)

          OR

          5 years equivalent education and/or work experience in Information Technology or closely related field (within the past 6 years)

• valid driver’s license 
• successful completion of a pre-placement screen, contingent upon a job offer
• successful completion of a federal criminal justice background check

Knowledge, Skills and Abilities

Knowledge:  Intricate knowledge of current Windows OS. Setup and support both desktops and laptops. Microsoft Office 365 basic functionality. Understanding of network functionality (wired and wireless). Printer and copier basics. Basic understanding of Windows Server 2016/2019/2022 and server virtualization. Basic understanding of Microsoft Active Directory. Basic understanding of network security. Basic understanding of database infrastructure. Basic understanding of system backups and recovery. Adhere to all laws, statutes, policies and rules with the essential level of confidentiality and safety required of the position.

Skills: Time management. Customer service. Communicate effectively in oral or written. Research software, products, systems, etc. Training users. Independent troubleshooting. Documentation. Proficient in using automated systems relevant to the position.  Communicate effectively both orally and in writing with all stakeholders relevant to the position.  Detail-oriented with strong organizational skills, accuracy, and problem solving.

Abilities: Work hours to meet the business needs/adjusted work schedule. Establish and maintain effective working relationships. Logically solve problems. Search for, find, compile, analyze, interpret and evaluate information. Demonstrate ability to interact and work effectively in a team environment. Demonstrate ability to follow established procedures and directives from supervisors. Organized. Maintain confidentiality. Handle multiple tasks

Establish and maintain effective working relationships.  Follow established procedures and directives from supervisors. 

Preferred Qualifications

• Work experience, beyond the minimums
• Work experience with M365 products
• Work experience with Microsoft Hyper-V virtual management
• Work experience with Microsoft SQL Server 2012 or newer
• Work experience maintaining network infrastructure
• Microsoft certification, or other job related certification

Physical Requirements

See Functional Job Analysis below.

Note (Management Right)

The above position description is intended to represent only the key areas of responsibilities; specific position assignments will vary depending on the business needs of the department.  Regular attendance on the job and the performance of other duties as assigned are required.  The County retains the discretion to add or change the contents of this position description at any time.

Key:

Functional job demands:

1. Standing: Frequently: (34-66%)

This individual may be standing for extended times when servicing computer equipment.                                                           

1. Sitting:                                                                         Occasionally:  (6-33%)

This individual sits while working at computer stations throughout the day, prolonged sitting required but the individual has option moving into standing as needed.       

Travel by vehicle for up to 60 minutes to provide service to other Hubbard County offices occurs approximately 6 times a year.                                               

1. Floor lift: Rarely: (1-5%)

Lifting of computer towers: 18#, printer: 15# to 50# (two people are used for lifting more than 25#).

Lifting of servers, 40-80# occurs 3-4 times a year. Two people are used for lifting of servers.

Lifting of flat screen televisions occurs infrequently. Two or more people are used for managing TV installation.                                                              

1. Single hand Carry and lift: Frequently: (34-66%)

Laptops less than 10#.                

1. Two handed carry: Occasionally: (6-33%)

Unloading of equipment and transporting of equipment to workstations occurs intermittently though out the year as needed.  A cart is available for transportation of devices.                                                                                                              

1. Push/pull Rarely: (1-5%)

Pulling or pushing of 43# UPS/battery back-up may occur on infrequent bases.

Pushing/pulling of servers to access wiring may be done; force is minimal once the server is mounted on guide.

1. Low level work:                                                 Frequently: (34 to 66%)

Squatting, stooping, kneeling, crawling (hands and knees) and/or supine may be required to access under desk wiring and cables.                              

1. Climbing: Rarely:             (1-5%)

The individual may need to use ladder to install or replace wireless devices on ceiling 5-6 times a year.                                                   

1. Stairs: Occasionally: (6-33%)

Stairs and/or elevators are used to travel between floors.                                                              

1. Step- up/over: Rarely: (1-5%)

Stepping over objects up to 16” in height, may be required when servicing computer equipment and/or office furniture.

1. Overhead tasks: Occasionally: (6-33%)

Reaching up to height of 75 inches to access and work on servers, upper shelves may be required.

Reaching overhead while on a ladder may be required to service wireless devices (rarely).                                              

1. Fine motor skills: Frequently: (34 -66%)

Pinching of wires and assembly of connectors is required to connect computers, equipment and servers.

Assembly of slides and guides to install server mounts/guides requires use of hand tools, bolts/screws.

Grasp and pinch strength: is required to crimp wires using snips.   

Pinch strength required to hold and manipulate wires, attach network jacks.                                

1. Elevated work:                                                             Rarely: (1-5%)

The individual may need to use ladder to install or replace wireless devices on ceiling, 5-6 times a year.

1. Walking: Frequently: (34-66%)

This individual travels by foot between several county buildings during the day.  Walking on un-even surfaces outside may occur, but most walking outside is on sidewalks and parking lots.                                                                

1. Balance: Rarely: (1-5%)

Balance while on ladder rung.                                                       

1. Forward reach:                                                             Frequently: (34-66%)

Horizontal forward reach is often needed to access back panels of computer towers, monitors, servers, printers and other technology equipment.