IT Technician

Work Hours: Monday - Friday, 8:00 A.M. - 4:30 P.M. (EST)
*Hours may vary due to work assignments or projects.*

Work Location: Edney Innovation Center

FLSA Status: This is a Non-Exempt position.
Department: Technology Services
Salary: GS.5 $17.74/hour - $21.43/hour

CLASSIFICATION SUMMARY:  

Incumbents in this classification are responsible for providing on-site and remote technical support for personal computer users. Provides 24/7 support for all hardware and software problems. Work is performed with limited supervision.

SERIES LEVEL: IT Technician 1 is the first level of a four-level information technology support series.

ESSENTIAL FUNCTIONS:
(The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.)

Provides technical support to computer end users over the phone and in-person; processes and responds to requests for computer repair, upgrade and maintenance. 

Performs routine network systems checks to ensure functionality; troubleshoots telecom links and network connectivity issues and configures the network to design specifications. 

Maintains records for computers and assigned users and maintains records of customer service calls and services performed. 

Performs administrative tasks related to computer operations which may include maintaining user profiles; setting up and resetting usernames and passwords; locking accounts; and/or performing other related activities.

Trains employees on processes and procedures of computer usage. Installs, maintains, repairs, upgrades and sets up operating systems, computers, peripheral devices, software applications, wireless networks, and accessories, including printers, keyboards, scanners, monitors and/or other related equipment.

Troubleshoots hardware and system connectivity issues; researches computer related problems; documents issues and solutions. 
Researches and communicates costs associated with new PCs, laptops, servers, and printers; reviews and recommends applicable equipment and software, ensuring compliance with applicable guidelines. 

Monitors and maintains inventory; prepares orders for parts and supplies from vendors; processes incoming items and prepares for transfer and set up at applicable internal locations.

Uses, carries and answers cell phone for business purposes as determined by the assigned job duties and the department head. 
Works with general operating systems, Google Workspace, Adobe Suite, Microsoft products and network management tools such as ManageEngine, Endpoint, multifactor authentication applications, network security tools and general compliance applications. 

Assists with application deployments and software upgrades when required. Participates in on-call rotation as assigned or as scheduled. 

Test and assess issues related to computer software and hardware, including operating systems, such as Mac and Windows. They document user requests and also update client trouble tickets with the current status of the issue.

Develop and deploy solutions for all computer-related problems and take action to resolve them whenever they arise. They handle issues independently and alongside a team of technicians. 

Technicians test new hardware and software and deploy the installation of all computers and mobile devices, keep users informed about the status of their tickets/requests, and confirm the resolution of client issues. 

Create appropriate support documentation in a bid to help all users quickly troubleshoot all of their problems.

Must meet regular attendance requirements.

Must be able to maintain good interpersonal relationships with staff, co-workers, managers, and citizens.

Must accomplish the essential functions of the job, with or without reasonable accommodations, in a timely manner.

Performs other duties as assigned.

DEPARTMENT SPECIFIC DUTIES (if any):

MINIMUM QUALIFICATIONS:
High School Diploma or GED, supplemented by vocational/technical training in Computer Science and two (2) years of previous experience involving computer software user support and customer service or equivalent sufficient to successfully perform the essential functions of this job.

LICENSING AND CERTIFICATIONS: Valid Driver's License; 

SUPPLEMENTAL INFORMATION

Knowledge of personal computer hardware and software; applicable operating systems; networking principles; network design and operation principles and concepts; technology security models; basic computer networking principles; telecommunications equipment and customer service principles.Skill in prioritizing and assigning work; replacing computer components; performing basic programming of computers and networks; using computers and related software applications; providing customer service; repairing and maintaining personal computers; troubleshooting system connectivity issues; checking systems for functionality; maintaining, setting up and supporting computer peripheral devices; setting up applications on computers and servers; documenting computer problems and solutions; reading and interpreting technical manuals and communication and interpersonal skills as applied to interaction with coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to receive work direction. 

PHYSICAL DEMANDS: Positions in this class typically require stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, talking, hearing, seeing and repetitive motions. 

WORK ENVIRONMENT: Medium Work: Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. Incumbents may be subjected to electrical currents. 

SPECIAL REQUIREMENTS: 
Safety Sensitive: N 
Department of Transportation - CDL: N
Child Sensitive: N 

SUPPLEMENTAL INFORMATION:

This position requires pre-employment screening(s) that include: background check / drug screening / lift test / TB screening questionnaire / TB skin test / complete physical screening / DOT Clearinghouse / HepB Titer / fingerprinting / CJIS check.

The City of Chattanooga, Tennessee 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.