Information Technology Technician

The Information Technology Technician is responsible for providing technical assistance and support related to computer systems, hardware, or software. This position responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions. They also provide user support and customer service on county-supported computer applications and platforms. The Information Technology Technician troubleshoots problems and advises on the appropriate action. Work is performed under the limited supervision of the Information Technology Director.

Functional Assignment (Defined by IT Director)

This position may be assigned to one of the following functional areas:

• Service Delivery and End User Support
• Public Safety Systems and Cybersecurity

Essential Job Functions

• Install, configure, upgrade and troubleshoot PCs; troubleshoot network and telecommunications systems; diagnose, track, resolve and document issues
• Provide Tier 1 and Tier 2 technical assistance and support for incoming queries and issues related to county computer systems, software, and hardware
• Advise, train, and assist users with their PCs; train and cross train employees on system operations
• Develop and produce training manuals
• Develop and manage a computer user training program
• Maintain daily performance of county computer systems
• Respond to requests for technical assistance in person, via phone, electronically and ask questions to determine the nature of problem, and then walk users through the problem-solving process
• Install, modify, and repair county computer hardware and software
• Clean and dispose of surplus computers in accordance with County policy
• Run diagnostic programs to resolve county computer problems
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Install computer peripherals for users
• Follow up with customers to ensure the issue has been resolved
• Run reports to determine malfunctions that continue to occur
• Diagnose and resolve technical hardware and software issues
• Research questions using available information resources and advise users on appropriate action
• Follow standard help desk procedures in accordance with Departmental policy to include logging all help desk interactions; administering help desk software; and redirecting problems to correct resource; identify and escalate situations requiring urgent attention; and track and route problems and requests and document resolutions
• Prepare activity reports
• Inform management of recurring problems
• Maintain up-to-date knowledge of hardware, software and network technology
• Perform related tasks as required

Note: This is not an exhaustive list of duties. The County reserves the right to modify job duties or assign additional responsibilities as needed., * Serve as primary intake for all IT service requests and incidents

• Coordinate and manage helpdesk ticket lifecycle
• Perform account provisioning and access management
• Manage endpoint lifecycle (deployment, reassignment, retirement)
• Maintain IT asset inventory and tracking systems
• Process IT invoices including scanning, account coding, and submission
• Maintain documentation and knowledge base

Cybersecurity and Public Safety Systems

• Monitor and respond to endpoint security alerts (EDR)
• Coordinate vulnerability remediation and patch compliance
• Support CJIS-related systems including surveillance platforms
• Review and maintain system access logs and audit trails
• Participate in incident response and security investigations

Working Conditions and Disclaimer

This work requires the regular exertion of up to 10 pounds of force, frequent exertion of up to 25 pounds of force and occasional exertion of up to 50 pounds of force; work regularly requires speaking or hearing and using hands to finger, handle or feel, frequently sitting, stooping, kneeling, crouching or crawling, reaching with hands and arms and pushing or pulling and occasionally requires standing, walking, lifting and repetitive motions; work requires close vision, distance vision, ability to adjust focus, depth perception, color perception and peripheral vision; vocal communication is required for expressing or exchanging ideas by means of the spoken word; hearing is required to perceive information at normal spoken word levels; work requires preparing and analyzing written or computer data, visual inspection involving small defects and/or small parts, using measuring devices, assembly or fabrication of parts within arm’s length, operating machines, operating motor vehicles or equipment and observing general surroundings and activities; worker is regularly exposed to the risk of electrical shock; work is generally in a moderately noisy location (e.g. business offices and/or computer printers, light traffic).

The above information has been designed to indicate the general nature and level of work performance by employees with this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications as required of employees assigned to this position.

In compliance with the Americans with Disabilities Act, Orange County will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

General Acknowledgement: The employee is expected to comply with all County policies and procedures and to consistently demonstrate adherence through their conduct. As a representative of Orange County, the employee is also expected to serve as a role model by upholding the highest standards of professionalism and integrity in accordance with these policies.

Do you have a valid Driver’s License license?, Do you have experience in Desktop administration?, Do you have a Associate’s degree?, * Education: Associate’s degree from an accredited college or university in Information Technology or Computer Science

• Experience: Any level of experience may be considered
• Certifications/Licenses: Valid Commonwealth of Virginia driver’s license

Special Qualifications

• Acceptable driving record

Knowledge, Skills, and Abilities

• General knowledge of the operation, uses and capabilities of data processing equipment
• General knowledge of systems analysis, programming and networking
• General knowledge of the functions and operations of County departments
• General knowledge of general office procedures, practices and equipment
• Ability to understand and carry out written and oral instructions
• Ability to install and configure networking hardware and software
• Ability to establish and maintain effective working relationships with associates and vendors
• Skill in the use of data processing equipment.
• Ability to provide operational support which includes daily server maintenance, along with client/server patch management, anti-virus, and data backup solutions for the assets associated with department. Support also includes development and deployment of a standard Windows client configuration in a Windows active directory domain. Hardware support includes Windows workstations and servers, common access cards (PKI support), scanners, and laser/inkjet printers. Software support includes. Windows and Linux Operating Systems, and Microsoft Office. Additional responsibilities include the installation of new software releases, system upgrades, test and installation of security updates, and evaluation of new programs to address software requirements.
• Understanding of current Microsoft supported Windows operating systems
• Demonstrated troubleshooting and problem-solving skills
• Understanding of the installation, maintenance, and administration of computer systems in a LAN environment
• Participates in cross-training and continuity planning to ensure operational coverage of critical systems

Pulled from the full job description

• Professional development assistance
• Tuition reimbursement
• Health insurance
• Retirement plan
• Paid time off
• Employee discount
• Vision insurance, * Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance