City of Springfield, Oregon:  Resource Assistant

(Information Technology)

 

 

This is a class specification and not an individualized job description.  A class specification defines the general character and scope of responsibilities of all positions in a job classification, but it is not intended to describe and does not necessarily list every duty for a given position in a classification.

 

 

Representation:  OPEU

 

FSLA:  Non-exempt

 

Job Code:  221477

 

Grade/Range: 117

                                                                                                                                                                   

 

                                                         General Summary of Duties

Under the direct supervision of the Network Manager, provides User, PC and Network system services that include Service Desk support, Microsoft application support, remote and hands-on PC support, and end User PC training.  Performs related duties as required.

 

 

                                                       Distinguishing Characteristics

The principle function of an employee in this classification is to provide primary Service Desk support as the point of contact between the IT Department and City employees.  The Resource Assistant is distinguished from the PC Support Technician in its more limited scope of responsibility within the division. Complex PC and Network support issues are documented and forwarded to more technical personnel for remediation.

 

 

Supervision Received and Exercised:  Reports to Network Manager.  Does not supervise.

             

 

Essential Job Functions: Any one position may not include all of the duties listed nor do the listed examples include all tasks, which may be found in positions of this class.

·         Logs issues, troubleshoots problems, offers technical assistance within the scope of the position, and  refers problems to other IT staff as needed.

·         Runs monthly service desk reports, monitors outstanding issues, provides follow-up where needed, tracks department performance on service desk calls.

·         Identifies and/or resolves service desk calls using telephone support and remote control PC support. May reset passwords or perform other basic application support activities.

·         Performs routine hardware/software maintenance and re-build activities.

·         Provides computer related training and support for City employees to enable them to perform basic tasks using the City’s network and standard office software and computer equipment.

·         Provides basic telephone and voice mail system support.

·         May provide new employee orientations for basic applications, network resources and voice mail/telephone systems.

·         Manages shared department resources such as the laptop computer and InFocus projector.

·         Maintains the PC hardware and software inventory system.

 

 

 

 

                                                                    Qualifications

Knowledge: Considerable knowledge of personal computers, telephones, Microsoft Office products and other office machines and equipment, customer service, troubleshooting, and PC support techniques.  Knowledge of recordkeeping practices.

 

Ability to:

·         Develop and maintain an accurate Service Desk system;

·         Perform support tasks involving independent judgment, accuracy, and efficiency;

·         Provide initial contact assistance to employees as the primary IT Service Desk representative;

·         Train employees in computer and telephone procedures;

·         Utilize word processing, spreadsheet, database, and graphic systems sufficiently to perform assigned duties;

·         Assemble data and information and to prepare routine reports;

·         Maintain a Service Desk system and run monthly reports;

·         Communicate effectively;

·         Work effectively with other employees, elected officials and the general public;

·         Learn the purpose and general function of the City’s software systems;

·         Learn the work practices of the Information Technology Department.

 

Experience and Training:  Any equivalent combination of education and experience which provides the knowledge, skills and abilities required to perform the job.  A typical way to obtain the knowledge, skills and abilities would be:

Experience:

Related work experience, typically two years of increasingly responsible technical experience, preferably providing direct support to customers in a computer services environment.

 

Training:   

Two years of formal technical training/education, preferably in IT-related fields, are recommended.  Additional education may be substituted for one year of the required experience, or any combination of experience, training, and education that provides the required knowledge, skills, and abilities.

 

 

                                                      Required Special Qualifications

·         None

 

 

                                                               Working Conditions

The principal duties of this class are performed in an office environment. Must be able to sit for prolonged periods of time in front of a computer. Must be able to perform physical activities, such as, but not limited to, lifting heavy equipment (up to 50lbs unassisted), bending, standing, climbing, and walking. Must be able to use a computer, phone, fax, copier, etc.

 

Persons with disabilities may be able to perform the essential duties of this class with reasonable accommodation.  Reasonable accommodation will be evaluated on an individual basis and depends, in part, on the specific requirements for the job, the limitations related to the disability and the ability of the hiring department to accommodate the limitation.

Classification History:

4/02 - Revision

8/05 - Deactivated

9/06 – Re-activated & revised