Knowledge, Ability and Skills:
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
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
Data processing and data communications systems.
Principles and procedures of recordkeeping.
Effective customer service techniques.
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
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
Provide effective customer service.
Operating, diagnosing, troubleshooting and maintaining hardware, software, and peripheral devices in a
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.)