Job Description

Position Summary
Department: Information Services
Union Affiliation: AFSCME
Hours Per Week: 40
Position Summary
This 2-level classification performs advanced troubleshooting and maintenance on desktop computers, printers, computer peripherals, software applications, and other technological equipment throughout their lifecycle for all county departments; documents, analyzes and remediates user software and hardware issues; provides support where applicable; provides technology guidance and training to users, including support for department-specific applications and systems. In addition to these responsibilities, the Computer Operations Technician 1 provides technical support for end-users, addressing hardware, software, and peripheral issues while escalating complex problems as needed. This role focuses on operating the end-user support ticketing system, assisting with workstation setup and maintenance, and supporting department-specific applications.
Qualifications
Required Qualifications (Minimum qualifications for this role):
Experience

• Three (3) years of progressively responsible computer support and operations experience.
• Education above the high school level in computer science or a related field that included specialized training in computer hardware and software applications or relevant IT certification may be substituted for up to one (1) year of the experience requirement.

Certifications or Licenses

• Must possess a valid Oregon driver's license and maintain an acceptable driving record.
• Able to obtain CJIS certification within a reasonable amount of time after hire.

Preferred Qualifications

• CompTIA A+ or comparable certification.

Other Qualifications

• Must pass a pre-employment criminal history background investigation.

Essential Duties
Duties assigned to this classification include, but are not limited to, the following examples.

• Install and maintain end-user computer hardware, software, peripherals, and mobile devices. This may include receiving and documenting new hardware and software, imaging devices, and preparing them for use, performing hardware and software troubleshooting and maintenance, and decommissioning and disposal of hardware assets at the end of their lifecycle.
• Communicate with end-users via phone, email, in-person, and other means for the purpose of documenting and troubleshooting technology-specific issues and maintaining the county's computer fleet.
• Operate the end-user support ticketing system.
• Work closely with other IS staff to coordinate and align support efforts with other departmental goals and objectives.
• Develop training materials and procedures and train users in the general use of hardware and software.
• Assist with security awareness efforts, including basic troubleshooting of security-related issues and documenting incidents as needed.
• Support more complex troubleshooting needs related to specialized software, end user computer configurations.
• Maintain records of end user hardware assets, and projects as needed.
• Assist with department-specific systems, including troubleshooting and supporting applications used in areas such as libraries, healthcare, or other specialized environments.
• Document and respond to IT incidents, escalating, when necessary, to minimize disruptions to end users.

Performs additional duties as assigned.
Supplemental Information
The work requires some physical exertion, such as long periods of standing; walking over rough, uneven, or rocky surfaces; recurring bending, crouching, stooping, stretching, reaching, or similar activities; or recurring lifting of moderately heavy items, such as tables, equipment, and medium-sized parts. The work may require specific but common, physical characteristics and abilities, such as above-average agility and dexterity.
01
Do you have three years of progressively responsible computer support and operations experience?

• Yes
• No

02
Please describe your experience and proficiency with the following: 1.) Customer support ticketing/helpdesk system; 2.) PCI security standards; 3.) CJIS security standards.
03
Please describe your experience and proficiency with the following: 1.) Microsoft Server Operating Systems; 2.) Desktop Computer Operating Systems; 3.) Virtual Servers.
04
Please describe your experience and proficiency with the following: 1.) Microsoft operating systems; 2.) Microsoft Office 2010 and newer; 3.) Enterprise-level email systems.
05
Please describe your experience and proficiency with the following: 1. Cisco Routers; 2. Microsoft Server Operating Systems; 3. Desktop Computer Operating Systems; 4. VoIP Telephony; 5. Project Management.
06
Describe your experience with Microsoft Office programs.
07
Please describe your experience and proficiency with: 1) basic networking concepts; 2) printing and print servers; 3) VoIP and Telephone.
08
Please describe your experience with Microsoft Teams or Zoom.
09
Do you have CompTIA A+ certification or at least two years of previous computer troubleshooting experience in a professional/enterprise setting? If yes, have you included documentation? Or describe your experience computer troubleshooting.

Skills Required