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State of Washington Classified Job Specification

IT SUPPORT TECHNICIAN 2

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IT SUPPORT TECHNICIAN 2
481D
Category: Information Technology

Definition

Performs experienced paraprofessional IT support work.  Provides primary support to individuals and small work groups.  Independently completes a variety of routine technical IT paraprofessional assignments.

Distinguishing Characteristics

Under general supervision, independently performs a variety of generally recurring routine technical IT support tasks such as:

  • Preparing equipment orders, installing and configuring hardware and software on work stations including imaging desktops and completing minor desktop workstation repair.
  • Maintaining network adapters and peripherals.
  • Performing hardware repair on hard-drives and upgrading memory.
  • Performing routine analysis, configuration and documentation of telephone systems.
  • Assisting IT professionals in providing hardware and application support for day-to-day operations within an assigned area. 

Positions often serve as the second point of contact for customers.

Follows standard procedures and chooses from a variety of guidelines, policies or procedures as needed to complete assignments. Any non-technical work performed is done to support the completion of technical IT assignments.  

Work primarily impacts individuals and may routinely impact other individuals for unit-wide problems or issues. Issues impacting larger work units or business areas are referred to an IT professional for resolution such as network issues requiring higher level access, research or expertise. System-wide or critical issues are referred to IT professionals for resolution.

Work at this level is distinct from Paraprofessional 1 level by independently performing a variety of experienced routine technical IT work.

Typical Work

Performs experienced IT paraprofessional technical work within following Job Family Disciplines:

Customer Service:

  • Prepares equipment orders, configures hardware and resolves printer problems. Completes minor desktop workstation repair.  
  • Assists IT professionals in installing cabling systems and network interface cards, hubs, uninterruptible power supply backups and switches. 
  • Uses issue management databases, help desk systems to track and troubleshoot uncommon user issues.
  • Ensures software meets end user needs. Installs, updates and configures software. Trains end users on basic use of software. 
  • Moves, loans, tracks, adds, changes, programs and installs desktop work stations, tablets, computers, telephones, printers, conference equipment, video equipment, peripherals and/or related software or drivers. 
  • Resolves routine security password issues for local area network, mainframe, Client server, and internet.
  • May assist IT professionals in acquiring, installing, repairing and retiring computer equipment, peripherals and software.

Network and Telecommunication:

  • Performs routine analysis, configuration and documentation of telephone systems including configuring voicemail and provisioning long distance access codes for end users.
  • Proactively monitors, troubleshoots, diagnoses, and escalates application, network, and server related issues per established procedures and service levels.
  • Uses Microsoft systems center configuration manager and other diagnostic utilities to complete assigned work.

System Administration:

  • Assists in providing hardware and application support for the day-to-day operations within an area of coverage.
  • Provides technical training to end users.
  • Serves as point of contact for upgrades or changes and works with IT professionals to evaluate potential impacts.

Legal Requirement(s)

There may be instances where individual positions must have additional licenses or certification. It is the employer’s responsibility to ensure the appropriate licenses/certifications are obtained for each position. 

Desirable Qualifications

Two years of experience in information technology related activities such as testing, installing, maintaining, supporting, and/or averting hardware/software system failures on client applications, hardware and software products, mainframe systems, network infrastructure equipment, or telecommunications software or hardware. 

OR

Equivalent education/experience.

Class Specification History

New classification, adopted June 13, 2019; effective July 1, 2019.

 

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