Under supervision of a Division Manager, troubleshoots a variety of technical support problems related to the City’s technology systems; installs, maintains, troubleshoots and upgrades the Geographic Information System (G.I.S.) database integral to the City’s engineering, planning, land use, transportation and construction activities; performs relational database management; assists with network administration activities and system security; assesses user training needs and provides necessary user training; and performs related work as required.
This is the advanced-journey level of the computer technical support classification series. Successful performance of the work requires advanced technical skills in addition to the ability to interpret and explain technical concepts to non-technical users. Computer Specialist is distinguished from the lower level Computer Technician classification by the Specialist’s responsibility for maintenance of specialized and dedicated technology systems, such as G. I.S., as compared to the Technician’s more generalized technical support responsibilities involving physical installation, assembly, configuration and maintenance of the personal computer network linking all City departments.
Examples of Key Duties: (Duties are illustrative and not inclusive and may vary with individual assignments.)
Assists in the assessment of user training needs; coordinates system applications training and performs in-house training.
- Troubleshoots problems with City networks and peripheral equipment, including troubleshooting problems with hardware and software.
- Maintains the G.I.S. database, including inputting and correcting data, determining format, researching data conversions, establishing data specifications, updating sources and ensuring data integrity.
- Installs and troubleshoots problems with the G.I.S. mapping system, including installing new applications, installing upgrades and assisting users to solve software problems.
- Schedules and coordinates application development and systems integration provided by outside service contractors.
- Installs and maintains network systems and related peripheral equipment; performs basic network administration and security functions ensuring system integrity and security.
- Acts as a technical resource in assisting users to resolve problems with specialized and dedicated technology systems; implements solutions or notifies outsource providers as required.
- Makes purchase recommendations, including helping users assess needs and providing justification for equipment and services.
- Assists in preparing the budget by researching costs of software and hardware related to the G.I.S. system.
- Performs other duties of a similar nature or level.
Education and Experience:
Equivalent to completion of two years of college-level coursework in computer science, information technology or a related field and three years experience working with Management Information Systems (MIS) and Geographic Information Systems (GIS), or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job as listed above.
Must possess and maintain a valid California class C driver’s license and a satisfactory driving record.
Physical Requirements and Working Conditions:
Must possess mobility to work in a standard office setting and to use standard office equipment, including a computer, stamina to maintain attention to detail despite interruptions, strength to lift and carry objects weighing up to 40 pounds; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone.
Knowledge of: (at entry)
- GIS mapping applications;
- Principles, practices, hardware and software related to the establishment and maintenance of internal networks, LAN’s and WAN’s;
- Computer hardware, software and peripherals such as central processing units, servers, monitors, cables, network systems, printers, plotters and modems;
- Current technology related to GIS applications and the equipment and software required to maximize system support;
- Procedures for installing, configuring, upgrading, troubleshooting and repairing applicable software, hardware and peripherals; and
- Techniques for explaining technical concepts and procedures to non-technical users.
Skill in: (at entry)
- Applying customer service techniques;
- Installing and maintaining network hardware and software;
- Troubleshooting problems with GIS applications;
- Maintaining data in GIS;
- Using computers and peripheral equipment;
- Instructing users on new or upgraded computer applications, hardware and software;
- Using initiative and independent judgment within established guidelines and procedures;
- Organizing work, setting priorities and meeting critical time deadlines; and
- Communicating effectively with co-workers, subordinates, superiors, the general public, representatives of public and private organizations and others sufficient to exchange or convey information.