Technology Specialist I/II

Under supervision, performs a wide range of technical duties, typically in a help desk environment, to provide effective support for assigned technology functional area; troubleshoots and resolves system/application related support requests pertaining to maintenance and administration of computer hardware and software and telecommunications systems to meet business needs. This classification serves as a first-level responder. As experience is gained, incumbents may provide desktop support duties under close supervision. 

This is the entry-level class in the Technology Specialist series. Incumbents perform more routine tasks and duties assigned to positions within this series. Employees at this level are not expected to perform with the same independence of direction and judgment on matters allocated to the journey level. Duties are primarily limited to more routine/basic assignments such as serving as a first level responder for hardware/software issues, receiving trouble calls, troubleshooting basic problems such as connection or printer issues, and installing software. This classification is distinguished from Technology Specialist II in that the latter classification performs field/desktop support, and more complex technical duties.

Under general supervision, performs a wide range of technical duties, in a help desk environment or in the field, to provide effective support for assigned technology functional area; troubleshoots and resolves system/application related support requests pertaining to maintenance and administration of computer hardware and software and telecommunications systems to meet business needs. This classification serves as a first and second-level responder. Incumbents may install/set up, maintain and monitor a variety of information systems including network, peripherals, operating systems and user applications; may assist to deploy hardware and software upgrades, patches, security and backup/recovery processes; installs, configures and administers a variety of commercial off-the-shelf (COTS) and internal applications; and performs other related duties as assigned. 

Duties may include, but are not limited to, the following: 

• Coordinate and provide technical support to County personnel, over the telephone;
• Analyzes and solves standard software, hardware, and network problems;
• Receive, review, and/or log requests from end users regarding computer hardware, software and/or peripheral equipment problems; write and track trouble tickets/work orders;
• Provide first and second-level assistance to customers; 
• Verify the location of the problem, elicit information from end user on the nature of the issue, and resolve issue or refer to higher level staff member when necessary;
• Review and track service requests and trouble reports related to hardware and software problems and coordinate with end users and/or managers to ensure that customer needs are met. Maintain records of work completed and resolutions;
• Prioritize, schedule, and dispatch field calls;
• Perform workstation troubleshooting; perform configurations of new desktop and laptop images; install, upgrade, and maintain computer workstation hardware, peripherals, and associated software; manage and execute installation upgrades and system patches;
• Create user IDs, modify user profiles, reset passwords, and perform regular file maintenance; 
• Set up basic user access permissions consistent with County policies and procedures; document all changes and revisions;
• Provide one-on-one training pertaining to the use of standard applications, equipment, and/or systems, including audio/video equipment, telecommunication equipment and systems, personal computers, lap top computers, mobile devices, and general office software;
• Monitor routine system parameters such as response time and general performance;
• Test and set up basic hardware and software configurations and perform basic maintenance and repair on system components;
• Perform basic installation, operation and maintenance of computers and peripheral equipment;
• Update web content; identify and repair broken links; archive web content;
• Administer and maintain County standards for system hardware and software and develop system related documentation;
• Generate standard reports from various database applications;
• Review, submit, and track requests for system enhancements and equipment upgrades;
• Maintain an inventory of all computer systems, peripherals, and software;
• Perform miscellaneous administrative duties as needed, such as data entry and billing activities;
• Provide after hours technology support as assigned; and
• Perform other related duties as assigned. 

In addition to the above, when assigned to Telecommunications: 

• Provide technical assistance in the installation, maintenance, modification, troubleshooting, and repair of telecommunication equipment such as PBX and/or VoIP equipment, voice mail systems, uninterrupted power supplies, telephone handsets, radios, network cabling, paging/public address equipment, intercoms, T1 circuits, optical fiber, and related equipment;
• Assist in telecommunication system moves, ads and changes; review installation sites and determine amount of cabling needed to conduct installation; install cabling, jacks, and related components;
• Receive service/repair calls or maintenance alarms; investigate, analyze, and diagnose the operation and performance of electronic, radio and wire systems and equipment; and initiate action to optimize system/circuit effectiveness;
• Troubleshoot digital and analog switching equipment malfunctions and take necessary actions to restore systems; and
• Provide training to personnel of customer departments on the use and features of telecommunications equipment and systems.

In addition to the above, when assigned to GIS:

• Perform basic GIS layer updates; and
• Perform quality checks on GIS data.

KNOWLEDGE 

• Basic computer hardware and software, operating systems, workflow processes, direct access techniques and remote processing;
• Basic operational characteristics of local and wide area network systems;
• Basic operational characteristics of communication systems, equipment, and devices;
• Basic methods and techniques of testing, troubleshooting, problem solving, and maintenance of desktop computer, network, and communication system hardware and software;
• Tools used in the maintenance, testing, troubleshooting, and installation of personal computers, communications equipment, network components; and peripheral equipment;
• Principles and practices of effective customer service;
• Safe work practices when working with electronic equipment;
• Operations, services, concepts, terms, and activities common to a comprehensive, state of-the-art information technology program; and
• Principles of records and database management. 

In addition to the above, when assigned to Telecommunications:

• Radio communications and electronics including Microwave radio theory and operations; and
• Standards and protocols for data/voice communications.

• Computer hardware and software, operating systems, workflow processes, direct access techniques and remote processing;
• Operational characteristics of local and wide area network systems;
• Operational characteristics of communication systems, equipment, and devices;
• Methods and techniques of testing, troubleshooting, problem solving, and maintenance of desktop computer, network, and communication system hardware and software;
• Tools used in the maintenance, testing, troubleshooting, and installation of personal computers, communications equipment, network components, and peripheral equipment;
• Principles and practices of effective customer service;
• Safe work practices when working with electronic equipment;
• Operations, services, concepts, terms, and activities common to a comprehensive, state of-the-art information technology program; and
• Principles of records and database management. 

In addition to the above, when assigned to Telecommunications:

• Radio communications and electronics including Microwave radio theory and operations; and
• Standards and protocols for data/voice communications.

SKILLS/ABILITIES

• Learn the operations and functions of an assigned business unit;
• Learn to analyze problems with software, hardware, communications, and operating systems; identify and locate the source of the problem; diagnosis problem and develop logical, reliable solutions; and initiate corrective actions;
• Learn to install, maintain, repair, and modify a variety of computer equipment, software, communications and electronic equipment and systems;
• Learn to write procedures and documentation for problems, solutions, and standards;
• Track service requests and trouble reports and ensure problems are resolved;
• Communicate clearly and concisely, both orally and in writing;
• Communicate technical issues to individuals with varying degrees of information technology knowledge;
• Establish and maintain effective working relationships with those encountered during the course of the work;
• Learn to organize and manage multiple priorities and perform a variety of work assignments;
• Work independently and as a cooperative, contributing member of a team; and
• Work with confidential and protected information and maintain confidentiality of data.

• Learn the operations and functions of an assigned business unit;
• Analyze problems with software, hardware, communications, and operating systems; identify and locate the source of the problem; diagnosis problem and develop logical, reliable solutions; and initiate corrective actions;
• Install, maintain, repair, and modify a variety of computer equipment, software, communications and electronic equipment and systems;
• Write procedures and documentation for problems, solutions, and standards;
• Track service requests and trouble reports and ensure problems are resolved;
• Read, comprehend, and retain technical information on computer products and systems;
• Communicate clearly and concisely, both orally and in writing;
• Communicate technical issues to individuals with varying degrees of information technology knowledge;
• Establish and maintain effective working relationships with those encountered during the course of work;
• Organize and manage multiple priorities and perform a variety of work assignments;
• Work independently and as a cooperative, contributing member of a team; and
• Work with confidential and protected information and maintain confidentiality of data.

EDUCATION/EXPERIENCE

Technology Specialist I:

PATTERN I

PATTERN II

• Equivalent to the completion of an Associate’s Degree from an accredited college or university with major coursework in computer science, information technology, or a related field. Possession of an approved information systems technology certificate, or completion of an approved information systems training course may substitute for all or part of the above required education.

PATTERN I

PATTERN II

• Equivalent to the completion of an Associate’s Degree from an accredited college or university with major coursework in computer science, information technology, or a related field. Possession of an approved information systems technology certificate, or completion of an approved information systems training course may substitute for all or part of the above required education; AND
• One (1) year at a level equivalent to Technology Specialist I in Stanislaus County. 

License or Certificate: 

• Some positions may be required to possess and maintain a valid California Driver’s License and meet County insurability requirements.
• Depending upon assignment, demonstrated technical competency and/or certification pertaining to the information technology used by the appointing department may be required. 

• Application Review and Screening. Applications are carefully screened based on information provided. Those who submit incomplete applications that lack relevant qualifications or do not submit all required documents will not be invited to move on. 
• Written Examination. Applicants will be invited to participate in a written exam that tests knowledge for the position. 
• Oral Examination. Applicants are invited to a panel interview in which they will be evaluated by County subject matter experts. 
• Eligible Lists. Candidates who pass the examination will be placed on an eligible list for that classification.  Eligible lists are effective for six months, but may be extended up to eighteen months.

Salary : $49,483 - $80,371