Job Title: Network Support Technician

SUMMARY

Under direct supervision, performs work of average to above average difficulty in providing technical support for microcomputer hardware, software and various devices such as terminals, lap top computers, printers, projectors, scanners, copiers, FAX machines, postage machines, & plotters. Handles all aspects of electronic document processes and supports various City activities through a centralized help desk, duplication center, and mailroom.

DISTINGUISHING CHARACTERISTICS:

This position is assigned to the Information Technology Division of the Management Services Department. It is the journey level position in the area of information technology and is distinguished from the Network Analyst job class whose assignments are generally more advanced in their work with networks, servers, and databases.

• Trouble shoots work station problems and assists in network administration and maintenance.
• Performs and provides the City’s support services for microcomputers, including the evaluation, selection, installation and maintenance of microcomputer hardware and software.
• Assists in system security, confidentiality, protocols, and backups.
• Coordinates the City’s electronic document management program to include creating, duplicating, distributing, and storing a wide range of documents and other materials in both physical and electronic form.
• Uses general office automation and specialized software to create and advise others on creating documents and other material such as correspondence, reports, forms, web pages, flyers, and multimedia presentations.
• Receives, sorts, transports, and delivers mail, packages, and other materials to and from City departments and outside service providers.
• Assists with training on network applications and other topics related to assigned functional areas.
• Assists with the City’s network communication equipment and workstation inventory.
• Maintains a variety of records and reports.
• Assists and maintains related support tools.
• Participates in presentations to employee and management groups.
• Prepares written reports.

KNOWLEDGE OF:

Local and wide area computer networking. Principles and techniques associated with maintaining telecommunications, computers, and electronic systems. Current technology in the areas of microcomputer hardware, software, and support systems. Document management principles. Help desk,duplication center, and mailroom operations. Training techniques and options. Connectivity of systems devices such as printers, laptop computers and other related equipment.

ABILITY TO:

Work with modern office, duplication center, and mailroom equipment and software. Assist with the coordination and implementation of programs to respond to customer request. Prepare written procedures and action reports. Work effectively with a wide range of customers. Provide technical assistance to other support staff and contractors.