Information Technology Technician II

Austincc; Fairfax (VA); On-site; USD 55,000 - 75,000; Full time

Job summary

Fairfax County Government is seeking an IT support professional to provide hardware and software assistance across department users. You will install, configure, and troubleshoot PCs, network, and telecommunications systems, and document processes and resolutions.

The role requires strong communication, the ability to train users, and experience with end-user computing in a public safety environment. A background check and driving records review may be required.

Qualifications

• High school diploma or equivalent and 3 years of experience in installing, configuring, and troubleshooting PCs and network/telecom systems.
• Associate degree in computer science or related field with 1 year of similar experience qualifies.
• Proficiency with Microsoft-based computer systems and familiarity with IT support in a public safety environment is preferred.

Responsibilities

• Provides hardware and software support for PCs and network/telecommunications systems.
• Installs, configures, upgrades, and troubleshoots hardware, software, and related equipment.
• Responds to user calls and troubleshoots Level 1 problems across systems and networks.
• Documents problems, resolutions, and maintains records and reports.
• Trains and cross-trains staff on system operations and usage.

Skills

PC hardware troubleshooting

Network/telecommunications systems

User training

Technical documentation

Written communication

Education

High school diploma

Associate degree in computer science or related field

Tools

Windows OS

Enterprise Service Management Platform (ESMP)

Job description

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This position performs general problem solving and assistance on diverse software applications and hardware systems for department users. Provides individual and/or group instruction and training to officers, staff, and/or other users on new or updated technologies. Performs varied technical assistance and maintenance duties; maintains and updates record keeping system; documents projects; writes and maintains user instructions.
Coordinates, maintains, and inputs applicable records such as, but not limited to, network users, assets, and tracking inventory of equipment. Manages internal inventory audits for all computer equipment. Monitors police group service calls for assistance within the Department of Information Technology system, Enterprise Service Management Platform (ESMP). Performs technological systems support, maintenance, and testing for proper functionality of systems; troubleshoot and resolve complex system hardware, software, and network failures and conflicts. Serves as a primary project member on technology projects. Participates on technology projects with large scope and broad organizational impact.
Helps with the installation, configuration and maintenance of computers, workstations and other related equipment and devices. Maintains knowledge with respect to technology, equipment, policy, regulations, standards and/or systems. Ensures computers and application software meet the standards specified in the police department's SOP and the county’s information technology standards. Performs miscellaneous job-related duties as assigned.

Illustrative Duties

Provides hardware and software support of PC's and network/telecommunications system

Installs, configures, upgrades, and troubleshoots problems related to hardware, software, andother equipment;

Responds to calls from users;

Troubleshoots Level 1 problems related to any aspect of network/telecommunications systemsand PC's;

Diagnoses, tracks, resolves, and documents problems;

Serves as initial point-of-contact with vendors to solve problems;

Identifies and resolves hardware, software, communications, and networking problems related toend-user computing; may maintain and repair communication lines, routers, and software;

Schedules and coordinates preventative maintenance on computer and peripheral equipment;

Installs, configures and tests new and updated releases of end-user software systems andcomputing equipment;

Advises, trains, and assists users on how best to utilize system and ensures installation of

desktop hardware and software according to established standards;

Trains and cross-trains fellow employees on system operations and usage;

Performs password and other various levels of security support on systems;

Analyzes statistics and writes reports on system events and performance;

Creates and manages databases, procedures, and documentation, including equipment inventoryof utilized and spare equipment.

Required Knowledge Skills and Abilities

Knowledge of communications protocol and standards;

Knowledge of personal computers and personal computer software application packages anddevelopment products;

Identifies system problems and recommends possible solutions;

Corrects and tests software and hardware problems;

Knowledge of personal computer and network/telecommunication architecture;

Knowledge of data communication principles;

Ability to communicate technical ideas clearly and effectively, both orally and in writing;

Ability to train and provide support to computer users;

Ability to perform personal computer system troubleshooting on both software and hardwareproblems;

Ability to implement or coordinate equipment repairs and solve software problems;

Ability to read and interpret technical manuals used in the assembly, installation, repair, andoperation of data communications equipment;

Ability to maintain records and write reports.

Employment Standards

MINIMUM QUALIFICATIONS:
Any combination of education, experience, and training equivalent to graduation from high school; plus three years of experience in installing, configuring, and troubleshooting of personal computers, network/telecommunications systems; or possession of an associate degree in computer science, or related field, and one-year similar experience.

CERTIFICATES AND LICENSES REQUIRED:
Valid driver's license (Required at the time of application)

NECESSARY SPECIAL REQUIREMENTS:
The appointee to the position will be required to complete the following to the satisfaction of the employer:

Criminal Background Investigation

Credit Check

Driving Record Check

PREFERRED QUALIFICATIONS:

• Proficiency with Microsoft-based computer systems.
• Proficiency with troubleshooting advanced personal computers, laptops and peripheral-related problems.
• IT support experiencedealing directly with end-users.
• IT experience working in a public safety environment.

PHYSICAL REQUIREMENTS:

• Ability to drive a personal or county vehicle to complete daily work assignments and travel between various station locations.
• Employee subject to random drug testing. May be required to lift up to 20 pounds for MCTs. Must be able to communicate verbally and in writing. Visual acuity is required to read data on computer monitor and employee must have physical dexterity to operate keyboard driven equipment.
• All duties performed with or without reasonable accommodations.

SELECTION PROCEDURE:
Panel interview and may include a practical exercise.

Fairfax County is home to a highly diverse population, with a significant number of residents speaking languages other than English at home (including Spanish, Asian/Pacific Islander, Indo-European, and many others .) We encourage candidates who are bilingual in English and another language to apply for this opportunity.

Fairfax County Government prohibits discrimination on the basis of race, color, religion, national origin, sex, pregnancy, childbirth or related medical conditions, age, marital status, disability, sexual orientation, gender identity, genetics, political affiliation, or military status in the recruitment, selection, and hiring of its workforce.

Reasonable accommodations are available to persons with disabilities during application and/or interview processes per the Americans with Disabilities Act. TTY 703-222-7314. [e-mail] . EEO/AA/TTY.