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Technology Support Specialist I
Ref No.: 17-04385
Location: Stockton, California
Position Type:Contract
Experience Level: 5 Years
Start Date: 09/11/2017
Position Description: Under general supervision, incumbent identifies personal computer hardware and software problem areas and develops solutions; performs related work as assigned. This class performs a variety of technical customer support and training duties involving the use of hardware, application software, and networks; provides both on-site and telephone support and assistance to systems and equipment end users. The scope of help desk assistance includes mainframe, mid-range, client/server, desktop computer, and networks. The incumbent may report to any of the Technology Systems Supervisors or the Network Support Services Supervisor.

Skills Required: Assignments are predominantly involved in direct user support on single server systems and/or assistance in the resolution of problems relating to desktop equipment and/or proprietary software. Technology Support Specialist I is the entry-level class in the Technology Support Specialist series. The incumbent is expected to have a basic background in information technology hardware, software, and communications protocols with analytical and diagnostic skills. The Technology Support Specialist I performs the routine tasks associated with the position while learning the specifics of the City's personal computer hardware and software systems and/or radio systems, programs, and related policies and procedures. This class is alternately staffed and incumbents may advance to the higher level after successfully completing a one year probationary period and gaining one additional year of experience and demonstrating proficiency that meets the qualifications of the higher-level class. • Solving software programming and system design problems from minimal diagnostic information; • Reviewing and analyzing computer user needs and develop effective hardware and software solutions; • Providing technical guidance and assistance to users, customers, and team members; • Maintaining organized and accurate records, user procedures, reports of work performed, and other written material; • Communicating effectively both orally and in writing; • Recognizing problems, developing recommendations and solutions, and overseeing corrections within specialty; • Establishing and maintaining effective working relationships with those contacted in the course of the work.

Experience Required: • Solving software programming and system design problems from minimal diagnostic information; • Reviewing and analyzing computer user needs and develop effective hardware and software solutions; • Providing technical guidance and assistance to users, customers, and team members; • Maintaining organized and accurate records, user procedures, reports of work performed, and other written material; • Communicating effectively both orally and in writing; • Recognizing problems, developing recommendations and solutions, and overseeing corrections within specialty; • Establishing and maintaining effective working relationships with those contacted in the course of the work.

Education Required: Technology Support Specialist I: Possession of an Associate of Arts degree or completion of sixty semester units or equivalent quarter hours from an accredited college or university with major course work in business administration, computer science, or a closely related field. IT Support experience may be substituted for the education on a year-for-year basis.