Information Systems Technician I

Information Systems Technician IPrint SubscribeClass TitleInformation Systems Technician IClass Code1315Salary$64,833.60 - $91,249.60 Annually+ Definition+ BenefitsClassification Description SummaryUnder general supervision, performs a variety of first level support functions related to the support of City computers, telecommunications equipment and systems. Responds to requests and inquiries from system users and IT staff; completes deployment, troubleshooting and repair of electronic equipment; provides excellent customer service when completing support requests, and other tasks relative to assigned area of responsibility.DISTINGUISHING CHARACTERISTICSThis is the entry-level class in the Information Systems Technician series. Employees in this class exercise less independent discretion and judgments in matters related to work procedures and methods, and are not expected to function with the same amount of program knowledge or skill level as positions allocated to the level II class. Work is less complex than at the II level and may be supervised while in progress. This class will perform some troubleshooting but work mostly fits an established structure or pattern of standard troubleshooting and requesting assistance if an issue persists.Essential FunctionsThe following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.Answer help desk calls and monitors the ticketing system to provide assistance for end user computer related problems including hardware, software, telephones, printers, peripherals, and related equipment; determine severity of problems and resolve or refer to appropriate staff member or vendorsInstall, upgrade, and configure computers, telephones, printers, and peripherals such as scanners, disk drives, memory, system boards, keyboards, and monitors.Load and test all upgraded operating systems and computer software; maintain detailed installation and upgrade records.Respond to customer service requests that require excellent customer service skills and technical proficiency in regards to hardware and software problems.Diagnose computer and software problems; perform routine repairs and replacements; contact vendors and make arrangements for repairs.Install and support a variety of department-specific software packages.Maintain the City's technology equipment inventory; receive and store all related hardware and software; process and send equipment to vendors.Create online and hybrid meetings for departments, run and administer in-person and hybrid equipment during public meetings, and diagnose potential problems with equipment.Provide assistance to other Information Systems positions as required; edit documents, instructions, spreadsheets or data.Communicate with vendors to process returns, troubleshoot software issues, and process outdated equipment.Remain abreast of new and emerging technology trends, and relevant computing equipment and systems.Perform related duties as required.Minimum QualificationsThe following generally describes the knowledge and ability required to enter the job and/or be learned within a short period of time in order to successfully perform the assigned duties.Knowledge of:Operating characteristics of computer systems and repair and troubleshooting procedures.Operational characteristics of operating systems and computer programs.General troubleshooting of virus or other computer malware.Security procedures, processes and protocols.Office procedures, methods, and equipment including computers and applicable software applications such as word processing, spreadsheets, and databases.Procedures for documenting equipment software, and creating instructions and training documentation.Ability to:Operate electronic data processing equipment, Microsoft operating systems, and computer processing software.Provide excellent customer service to requests and inquiries from system users.Adapt to changing technologies and learn functionality of new equipment and systems.Analyze failures or errors and take corrective action.Understand, interpret, and effectively explain a variety of hardware and software applications, processes and repairs to users.Work in a team based environment to achieve common goals.Coordinate multiple projects and complex tasks simultaneously.Meet the physical requirements to safely and effectively perform the assigned duties.Communicate clearly and concisely, both orally and in writing.Establish and maintain effective working relationships with those contacted in the course of work.Work extended hours, night, weekends, and holidays when required to meet critical deadlines.Continually update computer skills.Education and Experience Guidelines - Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:Education/Training:Completion of a high school diploma or the equivalent supplemented by college level course work in computer science, information systems, business, or a closely related field.Experience:Two years of computer help desk experience is required. Experience in a government agency environment is desirable.License or Certificate:Possession of an appropriate, valid driver's license.CompTIA (Professional) or Microsoft certifications are desirable and may be substituted for one (1) year of experience.Supplemental InformationPHYSICAL DEMANDS AND WORKING ENVIRONMENTThe conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.Environment: Work is performed primarily in a standard office setting with some travel from site to site.. There may be exposure to inclement weather.Physical: Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to communicate verbally and in writing to exchange information. Essential and supplemental functions may also require maintaining physical condition necessary for lifting equipment weighing up to 50 pounds.Other RequirementsLocal 39 Non-SupervisoryG23Last Update:12/2021JD 11/2018Please use this Health and Welfare Benefit Link (http://www.reno.gov/government/departments/human-resources/benefits) to learn more about the City of Reno's great employee benefit plans and wellness programs.SubscribePlease verify your email address Verify Email