Information Technology Technician II

This position performs general problem solving and assistance on diverse software applications and hardware systems for department users. Provides individual and/or group instruction and training to officers, staff, and/or other users on new or updated technologies. Performs varied technical assistance and maintenance duties; maintains and updates record keeping system; documents projects; writes and maintains user instructions.

Coordinates, maintains, and inputs applicable records such as, but not limited to, network users, assets, and tracking inventory of equipment. Manages internal inventory audits for all computer equipment. Monitors police group service calls for assistance within the Department of Information Technology system, Enterprise Service Management Platform (ESMP). Performs technological systems support, maintenance, and testing for proper functionality of systems; troubleshoot and resolve complex system hardware, software, and network failures and conflicts. Serves as a primary project member on technology projects. Participates on technology projects with large scope and broad organizational impact.

Helps with the installation, configuration and maintenance of computers, workstations and other related equipment and devices. Maintains knowledge with respect to technology, equipment, policy, regulations, standards and/or systems. Ensures computers and application software meet the standards specified in the police department's SOP and the countys information technology standards. Performs miscellaneous job-related duties as assigned.

Illustrative Duties

Provides hardware and software support of PC's and network/telecommunications system

infrastructure equipment;

Installs, configures, upgrades, and troubleshoots problems related to hardware, software, and other equipment;

Responds to calls from users;

Troubleshoots Level 1 problems related to any aspect of network/telecommunications systems and PC's;

Diagnoses, tracks, resolves, and documents problems;

Serves as initial point-of-contact with vendors to solve problems;

Identifies and resolves hardware, software, communications, and networking problems related to end-user computing; may maintain and repair communication lines, routers, and software;

Schedules and coordinates preventative maintenance on computer and peripheral equipment;

Installs, configures and tests new and updated releases of end-user software systems and computing equipment;

Advises, trains, and assists users on how best to utilize system and ensures installation of

desktop hardware and software according to established standards;

Trains and cross-trains fellow employees on system operations and usage;

Performs password and other various levels of security support on systems;

Analyzes statistics and writes reports on system events and performance;

Creates and manages databases, procedures, and documentation, including equipment inventory of utilized and spare equipment.

Required Knowledge Skills and Abilities

Knowledge of communications protocol and standards;

Knowledge of personal computers and personal computer software application packages and development products;

Identifies system problems and recommends possible solutions;

Corrects and tests software and hardware problems;

Knowledge of personal computer and network/telecommunication architecture;

Knowledge of data communication principles;

Ability to communicate technical ideas clearly and effectively, both orally and in writing;

Ability to train and provide support to computer users;

Ability to perform personal computer system troubleshooting on both software and hardware problems;

Ability to implement or coordinate equipment repairs and olve software problems;

Ability to read and interpret technical manuals used in the assembly, installation, repair, and operation of data communications equipment;

Ability to maintain records and write reports.