1D54
PAY RANGE: EP13
GENERAL DEFINITION
This is technical support computing work at the entry level, learning and performing computing equipment maintenance and networking tasks, ranging in scope from the point of computing equipment receipt and installation to point of successful network access. Work includes computing equipment installation, assisting in problem resolution, and maintenance of a network under close supervision. An employee in this class advances their computing equipment skills and knowledge gained in the on-the-job training component of this class to become proficient in the implementation of skills through installation of the network's related equipment and attending software, desktop and computing equipment and peripheral equipment. Work may include preparing, after installation, each computing equipment by installing system files, configuration files and the operating system as well as training users in operation of the computing equipment. Work is performed under the direction of a technical superior.
ALLOCATING FACTORS: (The following conditions must be met for a position to be allocated to this class.)
1. Positions in this class must perform entry level work learned through the on-the-job training component of this class.
2. Positions in this class must perform the work in departments that have one or more Local Area Networks (LANs).
3. Positions located within the Police Department require rotating shift work on weekends and holidays throughout the calendar year, and must be able to successfully pass criminal background and fingerprint screenings.
TYPICAL EXAMPLES OF WORK (ILLUSTRATIVE ONLY)
Learns and participates in the installation and preparation of computing equipment and network hardware and software such as but not limited to computing equipment at user site, add-in circuit boards, system files, configuration files, operating systems, application software on workstation, and customizing for various implementations; receives computing equipment from the vendor; verifies that all components are available and installed correctly; verifies that add-in circuit boards are installed and meet ordering specifications; installs add-in circuit boards as required; prepares each device by installing system files, configuration files and the operating systems; installs the necessary application software on computing equipment and customizes for various implementations; installs computing equipment network software and tests software by attaching computing equipment to the network; installs computing equipment at user site and instructs user in such areas as network access and problem reporting; reviews with user the newly installed software and application upgrade by providing software level, version numbers, serial numbers, available documentation and help desk support; maintains cluster controller software for attached personnel computing equipment, if appropriate; maintains network related components and backups under the direction of a technical superior; performs work in confined spaces; pulls electrical cables; runs cables through ceilings and floors; carries heavy computing and test equipment
Learns and participates in the review of applications software on file server; ensures application software on the file server is current; monitors literature from the vendor for any corrections of abnormal operating situations; uses diagnostic equipment to determine faults in both hardware and software; checks devices to ensure that no memory conflicts exist with resident software; recommends procedures for users to access the system; receives calls from users to determine error situations and technical problems; informs users of the correct procedure or organization to handle questions; determines if a failure is hardware or software related.
Learns and participates in the performance of full and incremental backups as required by the organization; performs file uploads and downloads to other organizations as required; restores files from either full or incremental backups; configures network related computing equipment attached to the network by creating addresses, port configurations, device information, and security; performs diagnostics on cluster controllers to determine if a problem is hardware or software related; provides user support, as necessary, concerning problems, access, and use of the network; contacts appropriate vendor for hardware maintenance; configures and customizes computing equipment prior to attaching to the network by checking devices to ensure that there are no memory conflicts with memory resident software.
Performs related work as required.
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
KNOWLEDGE OF:
· the operation, capabilities, and relationship of computing equipment and attached peripherals in both stand-alone and network environments
• relevant computing
equipment based operating systems such as WINDOWS Macintosh OS.
• host-based
operating systems and commands used to access and effectively maintain systems
• the operation of an interactive computer, including entering and retrieving data
• the techniques, methods, and practices used in obtaining maximum utilization of computing equipment and peripherals
• current developments in the area of computing equipment and related application software and hardware
• methods, materials, tools and practices used in the installation and maintenance of computing equipment hardware
• the techniques and methods used to modify configurations to meet changing needs of users
• computing equipment configurations
• techniques and practices used to troubleshoot, diagnose and perform minor maintenance and repairs to make workstations and hardware operational
· best practices in information technology methodologies
SKILL IN:
• documenting work, tracking, and standard operating procedures using standard editors, spreadsheets, databases, and documentation software such as and not limited to MS Office Products MS Word and MS Excel.
• operating interactive computing equipment, including entering or retrieving data
ABILITY TO:
· learn and participate in the installation of computing equipment and network computing equipment hardware and software.
· learn and participate in the review of applications software on file server
· learn and participate in the performance of full and incremental backups
• inform users of the correct data processing procedures and operations techniques for network access at workstations
• establish and maintain working relationships with departmental associates and vendors
• evaluate computing equipment and make recommendations to management based on cost, efficiency and compatibility with existing systems
• learn to troubleshoot and diagnose malfunctions and perform minor maintenance and repair tasks to make computing equipment operational
• read and interpret manufacturer's manuals
• learn the operation and capabilities of devices required to link computing equipment to a network
• learn current developments in the area of computer software as it relates to adaptability to computing equipment hardware
• learn the methods, materials, tools, practices used in the installation and maintenance of software in the computing equipment
• learn how to configure security settings or access permissions for groups or individuals
MINIMUM ACCEPTABLE TRAINING AND EXPERIENCE (The following statement represents the minimum training and experience standards which will be used to admit or reject applicants for tests. Applications submitted by candidates for this class will be reviewed based on training and experience requirements as approved on 8/23.)
EDUCATION
Completion of an Associate’s Degree or 60 credits in Computer Science, Information Science, or a closely related field from an accredited college or university or accredited technical institution.
NOTE: Additional experience may substitute for the required education on a year for year basis.
Current Certification as a Microsoft Certified Systems Administrator (MCSA), Microsoft Certified Systems Engineer (MCSE), Certified Novell Administrator (CNA), Certified Novell Engineer (CNE), or Cisco Certified Network Administrator (CCNA).
Two years of experience providing a variety of computer support services directly to computer users with responsibility for one of the following:
· training computer users on the use and operation of desktop computers, applications and related technology and responding to and troubleshooting computer user problems on the use and operation of desktop computers, applications and related technology.
OR
· working on an assigned or rotating shift in a large-scale data center including mainframe with a multiple CPU and multiple operating system or multiple server environment monitoring network equipment and applications, diagnosing network failure and interacting with the computer system to respond to systems inquiries to effect system or network recovery
City of Philadelphia Classes That Typically Meet the Experience Requirements:
Computer Operator (1D22)
Computer User Support Specialist (1D59)
NOTE: Completion of a bachelor’s degree program at an accredited college or university in computer science, information science, or a closely related field and one year of the experience described above meets all requirements.
NOTE: Completion of a master’s degree program at an accredited college or university in computer science, information science, or a closely related field meets all requirements.
Ability to physically perform the duties and to work in the environmental conditions required of a position in this class.
LICENSES, REGISTRATION AND/OR CERTIFICATES
Possession of a valid proper class motor vehicle operator's license as issued by the Commonwealth of Pennsylvania prior to appointment and during tenure of employment as a Network Support Associate, if required by assignment.
Class Established - 4/96
CSC - 1/04
Ad Board - 5/04
Spec. Revision:
CSC - 6/16
Ad Board - 7/16
Spec. Revision:
CSC - 12/16
Ad Board - 1/17
Latest Spec. Revision:
CSC – 7/23
Ad. Board – 8/23
JL