Information Technology Technician Iii

Location
Fairfax, Virginia
Salary
$54,761.62 - $91,269.57 Annually
Posted
Oct 16, 2021
Closes
Oct 30, 2021
Ref
21-02188
Industry
Specialty Trades
Hours
Full Time
Job Announcement

Seeking a highly skilled customer service focused individual to serve as the primary contact for PC hardware and software issues related to enterprise and Department of Vehicle Services applications. Installs new and replacement PCs, printers and other hardware. Primary responsibility is to ensure the availability of critical systems across all platforms, as well as PCs, printers and other hardware. Specific duties include:

  • Utilizes automation tools to process scheduled production workloads, operate high volume printers, handle back-up media and provide Level 1 technical support.
  • Escalates complex issues to assigned support staff or appropriate staff within the Department of Information Technology, ensuring that all production systems are available based on defined service levels.
  • Serves as the initial point of contact for vendors resolving diagnostic software problems. Provides training to end-users.
  • Assists with troubleshooting end-user issues (DVS Help Desk).
  • Assists with application testing.
  • May monitor fuel site communication and data uploads.
  • May be required to work weekends, holidays and alternate shifts to meet department's operational needs.
  • Travels to all four DVS locations to review; diagnose and configure technology, and respond to work orders.


Illustrative Duties

  • Performs complex problem diagnosis and resolution for customers using the mainframe, LAN's, PC's, and printers on the County's enterprise system;
  • Provides on-line technical support using a variety of automated tools;
  • Responds to requests for information, troubleshoots problems, and directs callers to other designated staff as needed;
  • Provides proactive notifications regarding outages, system changes, and problem recovery;
  • Maintains written and oral communications with customers, technical support staff, and management using e-mail, internet, telephone, and technical support software alert features;
  • Applies established priority levels to customer requests for service to ensure business objectives are met;
  • Refers to service level agreements to set expectations for services and time frames for service delivery;
  • Maintains a working knowledge of the latest technical procedures and practices related to systems operation and performance, capacity issues, and telecommunications techniques;
  • Learns diagnostic and error messages for common problems and routine operations on PC, network, and mainframe platforms;
  • Conducts training sessions and cross-trains for other technical services positions to update and expand knowledge and skills;
  • Performs research on problem resolution;
  • Updates and documents new solutions in databases;
  • Assists in identifying trends and performing root cause analysis for systems problems;
  • May plan, organize, coordinate, assign, and evaluate the work of lower level technicians;
  • Provides work counseling, guidance, assistance, and training as needed;
  • Provides assistance to other staff as needed;
  • Provides guidance, training, and technical assistance to less experienced technicians;
  • Performs back-up system administration duties and assists in maintaining security controls;
  • Adds, deletes, updates, catalogs, and indexes technical on-line library.


Required Knowledge Skills and Abilities

  • Considerable knowledge of a variety of automated tools for diagnosing and solving information system problems;
  • Considerable knowledge of personal computers and personal computer software application packages and development products;
  • Considerable knowledge of personal computer, network, and mainframe interface;
  • Ability to communicate technical ideas clearly and effectively, both orally and in writing;
  • Ability to provide support and technical assistance to computer users;
  • Ability to perform complex personal computer system troubleshooting, both on software and hardware problems;
  • Ability to implement or coordinate equipment repairs and solve software problems;
  • Ability to read and interpret technical manuals used in the assembly, installation, repair, and operation of information systems equipment;
  • Ability to provide guidance, training, and technical assistance to less experienced technicians;
  • Ability to maintain records and write reports;
  • Ability to supervise lower level technicians.


Employment Standards

MINIMUM QUALIFICATIONS:

Any combination education, experience, and training equivalent to graduation from high school; plus five years of experience in the installation, configuring, and troubleshooting of personal computers, network/telecommunications systems, multi-platform systems, mainframe interfaces; or possession of an associate degree in computer science, or related field; plus three years of similar experience.

CERTIFICATES AND LICENSES REQUIRED:

Valid driver's license.




PREFERRED QUALIFICATIONS:
  • Experience troubleshooting problems in network and wireless environments.
  • Experience performing fundamental data analysis and writing reports using Crystal Reports.
  • Experience as a software "power user" so that routine technical problems and questions can be handled at the point of inquiry.
  • Experience in Help Desk or call center, Active Directory Management.
  • Advanced knowledge of Microsoft Office.
  • Fundamental knowledge of various information technology system security applications and procedures.
  • Experience using the County's Web page publishing tools, i.e.,SharePoint.
  • Ability to communicate verbally and in writing.
  • Ability to support PC replacements, hardware/software installation, troubleshooting, and upgrades on the Windows operating system.
  • Experience in physical installations (computers and printers), maintenance, and
  • Experience in maintaining copiers, fax machines, and printers.


NECESSARY SPECIAL REQUIREMENTS:
  • The appointee to the position must satisfactorily complete a criminal background check and driving record check.
  • All newly hired employees are required to be fully vaccinated against COVID-19 (two weeks after the last required dose) as a condition of employment or obtain approval of a medical or religious exemption prior to their start date. Proof of an exemption or vaccination status will be required during the pre-employment onboarding process. New employees who obtain an exemption from the vaccine mandate for medical or sincerely held religious beliefs will still be subject to the weekly testing requirement. Vaccinated employees and employees with a medical or religious exemption will complete the attestation online on their first day of employment or shortly thereafter.


PHYSICAL REQUIREMENTS:
Work requires the ability to operate keyboard-driven equipment; ability to communicate verbally and in writing; ability to operate a motor vehicle; ability to lift up to 30 pounds. All duties performed with or without reasonable accommodations.

SELECTION PROCEDURE:
Panel interview.

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. Contact 703-324-4900 for assistance. TTY 703-222-7314. EEO/AA/TTY.

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