Computer Support Technician II

Santa Monica, CA 90405

Posted: 10/02/2019 Employment Type: Contract Industry: Information Technology Job Number: 80390
JOB SUMMARY: Provides routine to complex technical support of computer systems, software
applications, and telecommunications equipment. Responds to Tier 2 helpdesk tickets by troubleshooting
and resolving complicated operating system problems, including hardware, software, network and
telecommunications issues, in an enterprise network.
 
MAJOR DUTIES:
Provides journey-level technical support to users of computers, laptops, printers, VoIP-based telephones,
smart phones, software, and computer peripherals using diagnostic and troubleshooting techniques in
accordance to prescribed service level agreements and departmental policies and procedures.
Responds to helpdesk tickets in-person and via e-mail or telephone, as necessary. Serves as back-up for
the helpdesk. Monitors helpdesk tickets assigned to the technical services queue and ensures proper
resolution of tickets in accordance with departmental policies and procedures.
Performs maintenance on desktop computers, printers, smart phones, telecommunications, and
peripheral devices running on an Ethernet network in an Active Directory domain environment.
Uses desktop management and scripting tools to deploy automated installation images and software
packages. Performs routine installations of software applications and software updates.
Fulfills complex requests received through the helpdesk, including computer installations, software
installations, printer changes, VoIP-based telephone installations, computer configurations, and
peripheral hardware swaps.
Utilizes remote assistance tools and on-line resources to troubleshoot and resolve computer hardware
and software problems and network issues.
 
Performs virus scans and uses desktop optimization tools on computer systems to diagnose and resolve
helpdesk tickets.
Assists with completing changes to the City’s telecom system and VoIP-based telephones as requested
by the helpdesk. Assists with installation and initial troubleshooting of equipment in network closets and
switch rooms.
Assists with the deployment of security patches and virus definition updates on computer systems.
Communicates with suppliers and service providers regarding hardware and software support issues.
Estimates cost of replacement and repairs, and coordinates parts and equipment orders with service and
warranty vendors.
Assists in revising and preparing technical and instructional documentation on common computer
problems and topical matters, like how-to, process flows, and software installs.
Assists in computer systems planning, implementation, and special projects, as needed.
Applies Information Technology Infrastructure Library (ITIL) best practices on service desk processes and
management.
Recommends improvements to optimize technical support processes and customer services programs.
Escalates technical support and vendor issues to the Support Services Manager, as needed.
Performs other related duties, as assigned.
Knowledge, Ability and Skills:
 
Knowledge of:
MS Windows desktop operating system and Active Directory.
Microsoft® Office Suite.
Networking principles, standards, and protocols, such as the Internet Protocol Suite (TCP/IP), Domain
Name System (DNS), and Dynamic Host Configuration Protocol (DHCP).
Operation of Local and Wide Area Networks (LAN, WAN).
Installation, troubleshooting and maintenance of hardware systems, software applications and peripheral
equipment.
Desktop management and scripting tools, such as LANDesk.
Desktop power management tools, such as Verdiem.
Anti-virus/security programs, such as Trend Micro.
Diagnostic and troubleshooting techniques for various hardware, software and telecommunications
equipment.
Data processing and data communications systems.
Principles and procedures of recordkeeping.
Effective customer service techniques.
 
Ability to:
Interpret, analyze and resolve various hardware and software application problems.
Diagnose and troubleshoot issues with computer hardware, software, business applications, mobile,
telecom, and peripheral devices.
Install, configure and maintain computer hardware, software, business applications, mobile, telecom
hardware and peripheral devices.
Adapt to new technology and learn new software applications.
Learn and apply Information Technology Infrastructure Library (ITIL) strategies.
Develop and deploy automated computer images and software distribution packages.
Communicate clearly and effectively, both orally and in writing.
Provide informal instruction and assistance to end-users of varying computer skill levels.
Work independently and collaborate with others to accomplish common goals, deadlines and service
level agreements.
 
Lift and carry objects to and including 30 lbs.
Prepare and maintain clear and concise records and reports.
Organize and prioritize multiple tasks.
Read and interpret schematics, reference manuals, and support documentation.
Understand and follow oral and written instructions.
Establish and maintain effective and cooperative working relationships with City employees and the
public.
Provide effective customer service.
 
Skill in:
Operating, diagnosing, troubleshooting and maintaining hardware, software, and peripheral devices in a
network environment.
Installing software using automated and manual deployment methods.
Providing technical support over the phone and using remote assistance tools.
 
Education, Training and Experience:
Graduation from an accredited college with an Associate’s degree or 60 semester units or the equivalent
in Business, Computer Science, Computer Information Systems, or closely related field.
Two years of recent paid experience providing computer systems support involving troubleshooting of
desktop operating systems and client/server software applications in an enterprise network environment.
Additional recent, related work experience may substitute for the educational requirement on a year for
year basis. (Successful completion of 30 semester units or the equivalent is equal to one year of the
additional work experience.)
 
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