DISTINGUISHING FEATURES OF THE CLASS:  This is technical work that involves troubleshooting and performing repairs on computers, printers and network devices in a school district or county department. Responsibilities include providing support for the operation and maintenance of a large user community. Incumbents respond to helpdesk requests, troubleshoot technical issues and repair computers and peripheral equipment. This position involves considerable contact and interaction with administrators and officials, staff, and (in a school district) students. Duties may include first level technical support to users, performing ongoing maintenance and upgrade of virus software, user-data backups, malware and spam protection, work with website/internet programs, and/or providing support for unique applications such as weather stations, TV broadcast equipment, and AV equipment. Work is performed under general supervision. Supervision is not a responsibility of this position. Performs related duties as required.

TYPICAL WORK ACTIVITIES: (Illustrative only)

• Assists in the support and maintenance of computers, servers, peripherals, network devices and other computer hardware;
• Installs, configures, maintains and updates desktop and laptop computer operating systems, drivers and application software;
• Monitors and maintains the integrity of various installed networks;
• Assists with the diagnosis, troubleshooting, and if possible, repair of computer problems relating to software packages, basic hardware issues, security and password problems;
• Provides user support for questions and problems involving computer hardware, connectivity, software and peripheral equipment associated with the computer system or refers such questions to the appropriate person;
• Maintains logs of system errors, end-user problems and/or user Helpdesk calls and relays information to technical supervisor when appropriate;
• May instruct, demonstrate or train staff and/or students in the proper use of hardware and software, either on a one-to-one or group basis;
• May assist in evaluating hardware and/or software applications by reading documentation, testing, and/or demonstrating to determine appropriateness of technology to meet user requirements;
• Supports school- or department-specific applications such as weather stations, instructional technology, training technology, audio-visual equipment, computer laboratories, website maintenance, etc.;
• Performs a variety of related duties as required.

When Assigned to Website/Internet program, may also:

• Coordinate with management in planning, review, evaluation, development, and design of school district or county websites;
• Identify website development and maintenance priorities, working closely with administrators and/or officials;
• Develop and create new web pages and related infrastructure, including design, testing, and uploading;
• Maintain and modify existing web pages, links, etc.;
• Provide technical assistance to all levels of users, including receiving user complaints and problems;
• Resolve problems and ensure timeliness and accuracy of website information;
• Use HTML, web utilities, graphics, database, word-processing, and/or web design software in designing, streamlining and maintaining websites and web pages;
• Work with network personnel on hardware/software issues affecting websites;
• Ensure compliance with applicable policies regarding website usage, security and standards;
• Perform related functions as required.

Typical Work Activities are intended only as illustrations of possible types of work that might be appropriately assigned to an incumbent of this title. Work activities that do not appear above are not excluded as appropriate work assignments, as long as they can be reasonably understood to be within the logical limits of the job.

FULL PERFORMANCE KNOWLEDGES, SKILLS ABILITIES AND PERSONAL CHARACTERISTICS:  Good knowledge of principles and practices of computer system (software and hardware) operations, analysis and troubleshooting computers, servers, printers and network devices; good technical aptitude and ability stay current with changes in technology; ability to install, configure, maintain, repair and upgrade a variety of computer hardware and software, including operating systems, drivers and related software for peripheral components, etc.; ability to understand and follow oral and written instructions; ability to establish and maintain effective working relationships.

MINIMUM QUALIFICATIONS:  Either

1. Associates degree, or higher, in computer science or related field and one (1) year of experience working with computer technology, computer maintenance and repair, computer software/hardware applications and/or analysis; or
2. Associate’s degree, or higher, and two (2) years of experience working with computer technology, computer maintenance and repair, computer software/hardware applications and/or analysis; or
3. Graduation from high school or possession of a comparable diploma and three (3) years of experience working with computer technology, computer maintenance and repair, computer software/hardware applications and/or analysis.

SPECIAL REQUIREMENT FOR APPOINTMENT IN SCHOOL DISTRICTS:

In accordance with the Safe Schools Against Violence in Education (SAVE) legislation, Chapter 180 of the Laws of 2000, and by the Regulations of the Commissioner of Education, candidates for appointment in school districts must obtain clearance for employment from the State Education Department prior to employment based upon a fingerprint and criminal history background check.

6/06; 3/09; 12/15; 9/24

Competitive Class