Information Technology Tech III

Provides end user technical support for four shifts (two day and two night) of the Department of Public Safety Communications (9-1-1 Center) personnel (approximately 40 Public Safety Communicators per shift) as well as physical installations (computers and printers), maintenance, and security permissions and Active Directory administration. Other job functions include PC replacements, hardware/software troubleshooting, and upgrades on the Windows operating system. This position also serves as a technical liaison to the Department of Information Technology (DIT) and aids other team members as needed.

(The illustrative duties listed in this specification are representative of the class but are not an all-inclusive list. A complete list of position duties and unique physical requirements can be found in the position job description.) Performs complex problem diagnosis and resolution for customers using the mainframe, LAN's, PC's, and printers on the County's enterprise system;

• Responds to requests for information, troubleshoots problems, and directs callers to other designated staff as needed;
• Provides proactive notifications regarding outages, system changes, and problem recovery;
• Maintains written and oral communications with customers, technical support staff, and management using e-mail, internet, pagers, telephone, and technical support software alert features;
• Applies established priority levels to customer requests for service to ensure business objectives are met;
• Maintains a working knowledge of the latest technical procedures and practices related to systems operation and performance, capacity issues, and telecommunications techniques;
• Learns diagnostic and error messages for common problems and routine operations on PC, network, and mainframe platforms;
• Conducts training sessions and cross-trains for other technical services positions to update and expand knowledge and skills;
• Performs research on problem resolution;
• Updates and documents new solutions on databases;
• Assists in identifying trends and performing root cause analysis for systems problems;
• Provides assistance to other staff as needed;
• Performs back-up system administration duties and assists in maintaining security controls;

• Considerable knowledge of a variety of automated tools for diagnosing and solving information system problems;
• Considerable knowledge of personal computers and personal computer software application packages and development products;
• Considerable knowledge of personal computer, network, and mainframe interface;
• Ability to communicate technical ideas clearly and effectively, both orally and in writing;
• Ability to provide support and technical assistance to computer users;
• Ability to perform complex personal computer system troubleshooting, both on software and hardware problems;
• Ability to implement or coordinate equipment repairs and solve software problems;
• Ability to read and interpret technical manuals used in the assembly, installation, repair, and operation of information systems equipment;
• Ability to maintain records and write reports;

• Ability to support PC replacements, hardware/software installation, troubleshooting, and upgrades on the Windows operating system
• Experience in server operating system installations, physical installations (computers and printers), maintenance, and security permissions and Active Directory administration
• Work effectively in a sometime stressful public safety environment with that ability to deal with demanding customers effectively
• Experience in maintaining Copiers, fax machines, printers