IT Technician III

Job Description: Under general supervision, provides Tier 3 technical support to City employees. Performs technical work in regards to installation, configuration, maintenance, and modification for any device connected to the City”s technology infrastructure, including, but not limited to: desktop computers, laptops, tablets, VoIP phones, Wi-Fi access points, door access controllers, surveillance cameras, in-car video systems, multi-function copiers, and mobile devices. Plans, coordinates, and supervises the deployment of all end user equipment upgrades, operating system rollouts, desktop operating system patch management, active directory user and computer account management, and software application user rights and privileges. Manages the City”s enterprise email service solution. Ensures proper distribution of the City”s anti-malware, anti-virus, and mobile device management solutions, ensuring versions and definitions are kept up-to-date. Troubleshoots and resolves network connectivity and performance issues. Monitors, maintains, and troubleshoots the City”s VoIP phone system. Has strong understanding and general working knowledge of server-based application systems, as well as Layer 2 and Layer 3 networking. Serves as a point of escalation for support of lower level IT Technicians, providing leadership and guidance for their daily activities. Serves as a backup to the Infrastructure Administrator for support of the City”s server, network, router, firewall, enterprise backup, and data storage systems. Reports to the Information Systems Manager. Job Responsibilities: ESSENTIAL JOB FUNCTIONS

Serves as a

point of escalation for support of lower level IT Technicians, providing

leadership and guidance as needed for their daily activities.

Provides Tier

3 technical support to City employees.

Manages the City”s Help Desk Ticketing

system. Monitors tickets to be sure they are documented properly with adequate

information regarding status and issue resolution.

Manages and performs the application

of all approved Microsoft or third party software application updates to user

workstations.

Administers the enterprise anti-malware and antivirus

application, as well as its client and definition updates, for Microsoft

Windows-based workstations.

Coordinates and performs application of all approved

workstation and client operating system updates.

Performs advanced technical

troubleshooting to determine network performance issues and loss of

connectivity.

Performs preventative hardware and software

maintenance on network appliances. Tests the network for security flaws and

weaknesses.

Sets standards for the deployment of

all new hardware, optimizing simplicity, uniformity, and manageability for all

levels of IT staff.

Oversees and manages deployment of new

workstation operating systems.

Configures VoIP phones, voicemail, extensions, routing,

queues, etc.

Configures network based multifunction

devices to connect to the LAN and communicate to the printing and/or file

servers.

Configures IP based security cameras

to connect to the LAN from parks, departmental buildings, and other locations

throughout the City.

Specifies, configures, and installs

door access hardware to allow approved employees into buildings, areas, and/or

specific departments.

Administers Active Directory user accounts, permissions, and group

memberships under guidance of the department administrative staff.

Administers third party software user accounts, permissions, and group

memberships under guidance of the department administrative staff.

Administers the city”s email and email archiving

system.

Grants or denies system and/or email access for

end-users based on changes in employment status, per policies set by the

department administrative staff.

Utilizes software applications to maintain inventory of

computer hardware, software, and peripherals. Updates applications and

operating systems.

Utilizes a variety of computer software to include some network/system

administration software, Microsoft System Center Configuration Manager, Active

Directory, Genetec, ERP, LaserFiche, MS Office and Visio; maintenance of VolP

phones, cellular phones.

Creates and modifies permissions

within the surveillance and access control software on the servers to allow

door access via card readers and/remote IP-based camera investigations and

exporting.

Manages the police in-car mobile

solution to provide a direct connection to the Justice Center databases while

on patrol.

Manages the design and deployment of

new telecommunications equipment and related subsystems, collaborating with

vendors in the process.

Refers to technical publications/technical websites, blueprints, designs,

implementation documents, best practices documents/resources, policy,

procedures, codes, laws, regulations, etc.

Uses a variety of machinery, tools and/or equipment such punch tools,

crimping tools, etc., cable, fiber optic connectors, automobile, general office

supplies, desktop and lap top computers; bucket truck, etc.

ADDITIONAL JOB

FUNCTIONS

Cross trained on Infrastructure Administrators

duties in case he/she is unavailable.

Monitors inventory levels; ensures availability of

adequate materials to conduct work.

Provides end user training on various

applications.

Assists other

IT staff with problems and resolution; answers Help Desk telephone calls.

Attends seminars, conferences,

workshops, classes, etc.

Conducts research and testing on

emerging products, services, protocols, etc.

Performs general administrative/office

duties.

Interacts with City computer users, co-workers,

City Administrator, City Council, and Mayor, as well as outside vendors,

contractors, and subcontractors.

Maintains an up-to-date Standard Operating Procedure

Manual for position complete with current pass words needed to complete day to

day activities.

Performs other job duties as assigned. $46,152.00 – $64,613.00