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.
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.
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.