LEGISLATIVE USER SUPPORT TECHNICIAN

POSITION: Legislative User Support Technician, Network and PC Support Services Section

GRADE:        IST03

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.

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.

ESSENTIAL FUNCTIONS:          

• 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.

OTHER FUNCTIONS:

• Occasional out-of-state travel to conferences and seminars.
• Perform other related duties as requested by the Legislative Network Administrator, the BLR Chief Information Technology Officer, and the Director of the Bureau.

QUALIFICATIONS/SKILLS:

• 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.