LEGISLATIVE USER SUPPORT TECHNICIAN

SUMMARY OF POSITION: The Legislative User Support Technician works under the direct supervision of the Legislative Network Administrator. The Legislative User Support Technician is responsible for performing a variety of activities related to computer hardware and software implementation, support and maintenance of the PCs, laptops, and printers for the Bureau and the General Assembly., * Be available to members of the General Assembly and Bureau staff to provide PC Support services, as requested.

• Responds to assigned support request tickets and creates new tickets as needed for issue tracking and reporting.
• Install and set up Windows-based PCs.
• Install, modify, and make minor repairs to PC hardware and software.
• Provide technical assistance and training to Bureau staff and the General Assembly.
• Follow written technical documentation.
• Track and resolve basic network connectivity issues.
• Maintain network printers.
• Provide basic troubleshooting and diagnosis of computer and electronic related issues, including microphones, sound systems, and video equipment.
• Lift and move IT equipment for the Bureau, Senate, House of Representatives, and General Assembly., * Perform other related duties as requested by the Legislative Network Administrator, the BLR Chief Information Technology Officer, and the Director of the Bureau.

• Bachelor’s degree in computer science or a related field from an accredited college or university, OR completion of technical training in computer science, data processing, or a related field acquired from a vocational, military, or industrial setting.
• Two (2) years’ relevant experience or four (4) years’ experience as a Legislative User Support Specialist.
• Education, experience, and abilities commensurate with assigned duties and subject matter areas.
• Knowledge of Bureau policies and procedures.
• Ability to organize workload and set priorities.
• Ability to communicate with Bureau Staff, state agency staff, members of the General Assembly, and members of the public.
• Knowledge of Microsoft Operating Systems and Office Suites and basic networking.
• Knowledge of Apple iOS and iPad devices.
• Knowledge of the limitations and use of PC hardware and software.
• Knowledge of current telecommunication hardware and software, e.g. smart phones or cell phones and tablet style computer devices.
• Knowledge of and ability to learn contemporary business software packages.
• Ability to recognize and remove computer malware, spyware, and adware.
• Able to complete physically demanding work and to lift and carry heavy objects.
• Able to kneel, crouch, or crawl in awkward spaces to repair equipment.
• Other job-related education and/or experience may be substituted for all or part of these basic requirements with Bureau or IT leadership’s approval.

PRODUCTION STANDARDS:

• Accurately analyzes and provides technical solutions to computer and other electronic issues.
• Adept in communicating with Bureau staff, members of the General Assembly, state agency staff, and members of the public, both verbally and in writing.
• Demonstrates proficient time management skills, including the ability to complete work under strict time deadlines.
• Maintains high standard of professional ethics and exercises appropriate discretion with confidential matters.
• Effectively organizes and monitors the status of projects and workflow.
• Works cooperatively at problem solving and assists co-workers with a variety of tasks.

Job Classification and Salary Commensurate Upon Experience and Education. The grade range is IST02-IST05, and the salary range is $45,392 to $98,574.