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HomeMy WebLinkAboutNetwork Technician II JEFFERSON COUNTY Job Description Job Title: Network Technician II Department: Central Services Reports To: Director of Central Services FLSA Exempt: No HIPAA: Level 3 Union: Teamsters BBP: No Salary Level: ISII Location: Courthouse � Approved By: Human Resources Manager Y Approved Date: July 2020 SUMMARY Provides first line technical support for users of County computer hardware and software by troubleshooting and solving various hardware and software related problems by performing the following duties. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following: Other duties may be assigned. Troubleshoots and resolves PC hardware and software problems that are presented by customers. Sets up and configures new computers and desktop software based on direction from senior staff. Functions as "Help" desk to respond to customer phone calls or emails; provides corrective actions, training, and direct intervention to solve problems. Communicates Information Services policies related to operations and security as required. Assists with installation and maintenance of computer hardware, software, and telecommunications equipment including, but not limited to, PCs,printers,file servers, system software, application software,etc. Assists other staff members with complex projects. Provides training to customers regarding their use of hardware and software systems. May provide limited application software support including technical administration of application security functions. Other duties as assigned. SUPERVISORY RESPONSIBILITIES No supervisory responsibilities. COMPETENCIES: To perform the job successfully,an individual should demonstrate competency in the following: Professionalism -Approaches others in a tactful manner; reacts well under pressure;treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; Jefferson County Job Description: Central Services-Network Technician II Page 2 of 3 follows through on commitments. Safety and Security-Observes safety and security procedures; reports potentially unsafe conditions; uses equipment and materials properly. Adaptability-Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events. Problem Solving- Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics. Customer Service-Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments. Interpersonal Skills- Focuses on solving conflict,not blaming; maintains confidentiality; listens to others without interrupting;keeps emotions under control; remains open to other's ideas and tries new things. Technical Skills-Pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others. Cost Consciousness-Works within approved budget;conserves organizational resources. Ethics-Treats people with respect; keeps commitments; inspires the trust of others;works with integrity and ethically; upholds organizational values. Organizational Support-Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values. Quality- Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality. Quantity-Meets productivity standards; completes work in a timely manner; strives to increase productivity; works quickly. Attendance/Punctuality-Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time. Dependability-Follows instructions,responds to management direction;takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan. MINIMUM QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill,and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and/or EXPERIENCE Associates degree(AA)from two year college or technical school in computer science or an appropriate field of study and two(2)years related experience with personal computers, Microsoft operating systems, desktop troubleshooting and repair in an office environment, or the equivalent combination of education and experience. LANGUAGE SKILLS Ability to read and interpret documents such as ordinances, statutes, software documentation,and various computer programming languages. Ability to analyze information and write reports for consumption by others. MATHEMATICAL SKILLS Ability to apply concepts such as fractions, percentages, ratios, and proportions to Jefferson County Job Description: Central Services-Network Technician II Page 3 of 3 practical situations. Ability to utilize variables in various programming languages to perform calculations. REASONING ABILITY Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, or diagram form. COMPUTER SKILLS To perform this job successfully, an individual should have knowledge of MS Access database software; document imagining software; Explorer internet software; Outlook E-Mail software; GIS software; MS Excel spreadsheet software and MS Word word processing software. OTHER KNOWLEDGE,SKILLS AND ABILITIES Ability to work on multiple projects concurrently often with frequent interruptions. Ability to perform complex,multi-step processing of data to provide final data products to customers. Experience with major PC operating systems, PC databases,major network operating systems, internet programs, spreadsheet software,and word processing software. Knowledge of computer hardware, firmware, and operating software systems. Must have proven computer troubleshooting experience. Detailed technical skill in the use of at least one programming language for current generation office equipment. Knowledge of software design techniques for file structures,access methods, database structures,batch processing,on-line processing, real time processing, interactive time sharing,etc. CERTIFICATES,LICENSES,REGISTRATIONS Valid Washington State Driver's License with a driving record free of serious or frequent violations. Must pass a thorough background investigation which includes being fingerprinted. PHYSICAL DEMANDS: The physical demands described here 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 functions. The employee is regularly required to stand; walk; sit; use hands to finger, handle, for feel objects, tools, or controls; and to talk or hear. The employee is occasionally required to reach with hands and arms; climb or balance; and stoop,kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.