DEFINITION: The Technical Support Specialist I/II/III performs a variety of technical duties in the analysis, design, testing, installation, and maintenance of information technology systems, including third-party applications in a networked environment; installs, operates, and maintains computer equipment as required; and provides training and technical assistance to inter-departmental staff.

SUPERVISION RECEIVED AND EXERCISED: Receives general supervision from the Information Technology Operations Manager. No direct supervision of staff is exercised. Responsibilities may include the indirect supervision of lower level and/or part-time staff.

CLASS CHARACTERISTICS: The Technical Support Specialist I/II/III is distinguished from the Information Technology Specialist I/II series by the performance of assignments with less complexity and independence than the Information Technology Specialist I/II.

Upon satisfactory completion of one (1) year of training and meeting the minimum requirements, the Technical Support Specialist I will be appointed to the Technical Support Specialist II. Satisfactory performance means an overall “satisfactory” rating or higher on the performance evaluation during the last evaluation period.

The Technical Support Specialist II is the journey level in the Technical Support Specialist series. Upon recommendation of the Department Head and approval by the City Manager or designee, a Technican Support Specialist II may advance to the Technical Support Specialist III classification after they have performed the full range of duties of an Technical Support Specialist II for two (2) years, has demonstrated the abilities and competencies necessary to perform the full range of Technical Support Specialist III duties and has attained the minimum qualifications for Technical Support Specialist III position.EXAMPLES OF ESSENTIAL FUNCTIONS: (Illustrative Only): Management reserves the right to add, modify, change or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

• Designs, develops, tests, and implements computer applications.
• Prepares and maintains documentation and inventory for each software application.
• Analyzes problems with existing applications.
• Consults with various city department staff.
• Analyzes current processes and procedures.
• Assists in determining equipment and software needs.
• Responsible for maintaining the city phone systems Conducts staff training for new and existing hardware and software.
• May participate in the design, implementation and maintenance of data communications, local area networks and wide area networks.
• Limited programming of third-party applications, using built in tools.
• Assists with the administration of the network servers and all related software applications.

EDUCATION AND EXPERIENCE : Any combination of training and experience which would provide the required knowledge and skill. A typical way to obtain the required knowledge and skill would be:

Education: High school diploma or equivalent plus college level coursework in data processing, computer science, computer network administration, or a related field.

Experience: Technical Support Specialist I: One (1) year experience demonstrating competency in one or more fields of information technology. Technical Support Specialist II: Two (2) years of related professional experience. Technical Support Specialist III: Four (4) years of related professional experience.

An Associate’s Degree or equivalent sixty (60) units or Bachelor’s Degree in a related field may be substituted for one (1) year of the experience requirement.

LICENSES AND CERTIFICATES : If assigned duties require driving, possession of a valid California driver’s license.PHYSICAL DEMANDS : Mobility to work in a standard office environment, use standard office equipment and attend off-site meetings. On an intermittent basis, sit at a desk for long periods of time; intermittently walk, stand, bend, squat, twist, and reach while performing assigned duties. Manual dexterity to use standard office equipment and supplies and small tools and to manipulate both single sheets of paper and large document holders (manuals, binders, etc.); vision to read handwritten and printed material and a computer screen; hearing and speech to communicate in person and by telephone; ability to lift and carry items weighing up to 50 pounds such as equipment, files, manuals, or small tools for distances up to 50 feet.

ENVIRONMENTAL ELEMENTS: Employees work in an office environment with moderate noise levels, controlled temperature conditions and no direct exposure to hazardous physical substances. May work in confined spaces such as telephone and wiring closets. Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing department guidelines, policies and procedures.