MINIMUM QUALIFICATIONS:

Associate’s Degree in Computer Science, Information Systems, Information Technology, or a related field; two years of experience in technical support in a large-scale information technology environment; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.
Specific License or Certification Required: Must possess and maintain a valid Georgia driver’s license.

PURPOSE OF CLASSIFICATION:

The purpose of this classification is to install, configure, integrate and maintain computers, software, and Local Area Networks with enterprise-wide and network based systems.

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 on LAN- or Cloud-based systems; receives and responds to requests for service; troubleshoots problems; performs diagnostics and root cause analysis on multiple platforms; identifies problems and issues; resolves problems and issues; executes patches and fixes; makes recommendations regarding procedures and controls for problem prevention; develops checklists for typical problems for service-desk knowledge and tracking database; escalates problems to upper level support personnel when necessary; and maintains all related documentation.
Installs and maintains desktops, laptops and peripherals; updates client and console machines, applications and license agreements; repairs/replaces desktops, laptops and peripherals as needed; repairs or replaces equipment and parts; deploys new operating systems; ensures availability and proper operation of products for installation; schedules and coordinates installations; converts old system data to new system; tests installed products per department standards; completes installations and conversions; and receives and images desktops, laptops, tablets, etc.
Performs analysis and research regarding applications and new technologies; interprets specifications; designs modifications of low to average complexity; tests and evaluates new server, desktop, mobile device and enterprise messaging solutions; implements prototypes; and assists in integration of desktop, laptops, mobile and other endpoint devices with enterprise-systems.
Performs related technology support functions; trains peers, agency-based IT technical staff, and end users; consults with end users and technical staff across technology disciplines to define requirements and validate conformance to acceptance criteria; and supports emergency operations activations.
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.