City of Orangeburg, South Carolina

Classification Specification                

INFORMATION TECHNOLOGY SUPPORT TECHNICIAN (1145)

                           Grade 4: $40,300.68

Purpose of Classification:

The purpose of this classification is to provide end user technical support for City hardware, software, personal computers, applications or other information systems as assigned.

Essential Functions:

The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

Provides computer hardware and software support: installs, configures, upgrades, patches, moves and rearranges computer hardware and software systems; assists in installation of desktop, laptops, mobile and other endpoint devices; ensures availability and proper operation of products for installation; schedules installations; assures anti-virus and other protection measures are implemented; tests installed products per department standards; troubleshoots and identifies problems and solutions; performs diagnostics; escalates issues to other IT staff or vendors as needed; documents, executes and updates end user devices; and maintains inventory records.

Provides user support to City employees for computer hardware, software and peripherals: identifies and resolves problems to restore service to user in a timely and efficient manner; designs new or modifies existing configurations to meet users’ needs; and ensures that computer equipment and operations are in compliance with applicable policies, procedures, and rules.

Troubleshoots end-user problems: responds to initial on-site requests for assistance and resolves problems; escalates problem to vendors or other personnel as appropriate; ensures continual operations of customers’ hardware and software; utilizes diagnostic tools and other resources as appropriate.

Installs and maintains personal computer hardware, software, and peripherals: ensures availability and proper operation of products for installation; schedules installations; converts old system data to new system; tests installed products per agency standards; and completes installations and conversions in timely manner and with minimal disruption to customer.

Maintains active directory, groups, users, policies, client devices, security keys and access: creates new employee user or client devices in active directory; adds user to proper group for access to software, documents, devices and shared drives.

Performs related information technology support functions: assists in the development and implementation of website content; assists with monitoring and administrating City systems and software as assigned; and modifies and integrates data for use by other work units.

Maintains an awareness of new applications, technologies, technical methods, trends, and advances in the profession: reviews professional publications, technical manuals, and websites to increase knowledge of network operations; and attends conferences, workshops, and training sessions as appropriate.

Processes a variety of documentation associated with department/division operations, within designated timeframes and per established procedures: receives and reviews various documentation; reviews, completes, processes, forwards or retains as appropriate; prepares or completes various forms, reports, correspondence, and other documentation; compiles data for further processing or for use in preparation of department reports; and maintains computerized and/or hardcopy records.

Operates a business-issued computer to enter, retrieve, review or modify data, utilizing word processing, spreadsheet, database, Internet, e-mail, or other software; and operates general office or other equipment as necessary to complete essential functions.

Communicates with supervisors, staff, clients, third party service contractors, and other individuals as required to coordinate work activities, review task status, exchange information, and resolve issues. Responds to technical support requests submitted through help desk tickets, email, or in person to provide prompt and effective assistance. Performs duties within a fast paced Information Technology Department Help Desk environment that requires consistent user communication, efficient assessment of technical problems, and coordination with technical teams to ensure smooth and reliable operations.

Additional Functions:

Performs other related duties as required. May be required to work after normal business hours, weekends, holidays, Standby Duty or be called out as needed 24 hours/day 7 days/week to maintain service in the event of a natural disaster, emergencies, or any other disruption of service.

Minimum Qualifications:

Associate degree in Information Technology or a related field required; supplemented by one year of experience in installing computer hardware and software, providing end user technical support or information technology related field; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job. Must be able to pass CJIS Level 4 Security Awareness Certification.

Specific License or Certification Required: Must possess and maintain a valid South Carolina driver’s license.

Specific Knowledge, Skills, or Abilities: Must be able to demonstrate proficiency in performance of the essential functions and learn, comprehend, and apply all City or departmental policies, practices, and procedures necessary to function effectively in the position.

Performance Aptitudes:

Data Utilization: Requires the ability to review, classify, categorize, prioritize, and/or analyze data. Includes exercising discretion in determining data classification, and in referencing such analysis to established standards for the purpose of recognizing actual or probable interactive effects and relationships.

Human Interaction: Requires the ability to provide guidance, assistance, and/or interpretation to others regarding the application of procedures and standards to specific situations.

Equipment, Machinery, Tools, and Materials Utilization: Requires the ability to operate, maneuver and/or control the actions of equipment, machinery, tools, and/or materials used in performing essential functions.

Verbal Aptitude: Requires the ability to utilize a wide variety of reference and descriptive data and information, such as work orders, inventory records, and technical manuals and support documentation.

Mathematical Aptitude: Requires the ability to perform addition, subtraction, multiplication, and division. May include counting, recording of counts, and basic measuring.

Situational Reasoning: Requires the ability to exercise judgment, decisiveness and creativity in situations involving evaluation of information against measurable or verifiable criteria.

ADA Compliance:

Physical Ability: Tasks require the ability to exert very moderate physical effort in light work, typically involving some combination of stooping, kneeling, crouching and crawling, and which may involve some lifting, carrying, pushing and/or pulling of objects and materials of moderate weight (12-20 pounds).

Sensory Requirements: Some tasks require the ability to perceive and discriminate colors or shades of colors, sounds, and visual cues or signals. Some tasks require the ability to communicate orally.

Environmental Factors: Performance of essential functions may require exposure to adverse environmental conditions, such as dust, confined spaces, machinery, vibrations, electric currents, or traffic hazards.

The City of Orangeburg is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the City will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.