IT Technician II

Job Summary

Under the supervision of the IT Director, the IT Technician II leads and coordinates with lower-level IT technicians to ensure the effective installation, maintenance, troubleshooting, and upgrading of various hardware, software, and communication equipment. This role encompasses a broad range of responsibilities beyond desktop support, including the installation and configuration of smartphones, tablets, security cameras, DVRs, body-worn cameras, tasers, LPR cameras, public safety radio and communications equipment, drones, and more. The IT Technician II ensures optimal performance and addresses problem areas in a timely and accurate manner while assessing user training needs and providing necessary training. This position also accurately documents instances of hardware failure, repair, installation, and removal, and provides user assistance to all City staff. The IT Technician II performs related work as required to achieve the objectives of the department.

SUPERVISION EXERCISED: This position does not typically supervise, but leads and coordinates with lower-level IT technicians to to achieve the objectives of the department.

Essential Job Duties & Responsibilities

The following duties are normal for this position. The omission of specific statement of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this position. Other duties may be required, assigned and expected aside from those set forth below to address operational needs and changing operational practices.

• Install, maintain, troubleshoot, and upgrade a wide range of hardware and software, including computer systems, smartphones, tablets, security cameras, DVRs, body-worn cameras, tasers, LPR cameras, public safety radio and communications equipment, and drones
• Lead and coordinate with lower-level IT technicians to facilitate the resolution of technical issues and achieve departmental objectives
• Provide intermediate troubleshooting for hardware, software, network connectivity, and peripheral equipment issues
• Staff a centralized help desk to facilitate the exchange of information and advice
• Train users in the effective use of applications and various hardware devices, and provide user assistance to all City staff
• Write and maintain technical process documentation and user manuals
• Pull cable and/or direct the rewiring of cables as required for new installations and office reconfiguration
• Terminate network cables, tone/trace lines, and run cables to accommodate new telephone and/or computer services
• Climb and work on ladders for camera installations and cabling above head
• Accurately document instances of hardware failure, repair, installation, and removal
• Coordinate with vendors and service providers for equipment repairs and maintenance
• Perform routine server maintenance tasks, monitor system performance, and ensure system availability and reliability
• Perform other duties of a similar nature or level as required
• Stay updated on emerging technologies and industry trends
• Identify opportunities for process optimization and efficiency improvements
• Provide backup and support for the City’s first-level technical support staff and is part of a 24/7 on-call rotation that must be able to respond within forty (40) minutes

Qualifications

Education & Experience Guidelines
Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities required for this position would be:

Education/Training
Associate’s Degree in Information Technology required

Experience
Five (5) years experience in technical support, desktop support, or a similar role required

Licenses or Certifications Required
Possession of a valid driver’s license from state of residence

The following generally describes the knowledge and abilities required in order to successfully perform the assigned duties of the position:

Knowledge of:

• Advanced diagnostic, repair, and testing skills for a wide range of hardware and software issues
• Installation, configuration, and upgrading of various operating systems, software, and hardware devices
• Installation, assembly, and configuration of computers, monitors, and peripherals such as printers, scanners, smartphones, tablets, and security devices
• Intermediate understanding of network devices and appliances
• Maintain current knowledge of hardware/software developments and best practices

Ability to:

• Diagnose and resolve incidents in a fast paced environment
• Identify and analyze moderately complex technical problems, evaluate alternative solutions and make sound judgments, especially in stressful situations
• Perform moderately technical work independently, exercise sound judgment and initiative
• Organize and expedite workload, initiate work projects and to work independently
• Work independently to install, configure, troubleshoot, and repair IT hardware and software
• Interact with end-users of varying skill levels and to provide appropriate training and assistance
• Prepare effective written reports and correspondence, and deliver effective oral communications
• Lead meetings and provide direction/instruction in both verbal and written form
• Document operations and procedures
• Establish and maintain effective working relationships with other employees
• Work evenings and weekends to to meet the needs of the City
• Work in a constant state of alertness and in a safe manner

Physical Demands & Working Environment

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. In compliance with the Americans with Disabilities Act, the city encourages both prospective and current employees to discuss potential accommodations needed to perform the essential duties of this position.

Environment: Primarily indoors, with some outdoor work necessary for cabling installations

Physical Demands: See accompanying page for details

Key Working Relationship: IT Director, IT staff, and personnel with computer access

Applications for this position will be accepted until a pool of 20 applications is received or the position is filled, whichever comes first. Current city employees wishing to apply should send Internal Job Application provided by the Human Resources Department to the HR Director by the deadline stated. (A courtesy copy will be sent to the employee’s department head.)

Applications can be found online (download an application) or picked up at the City of Phenix City Human Resources Department:
1103 Broad Street
Phenix City, AL 36867
Ph: 334 448-2706

Applications are available for pick up and drop off on Mondays from 2 to 5 p.m., Eastern Time, and Tuesdays, Wednesdays, and Thursdays from 10 a.m. until 2 p.m., Eastern Time. You may also email your completed application with the required supporting documents.