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City of Chandler Salary Plan - 2013-14
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OT Status Legend:
Non-Exempt = Hourly Position
Exempt = Salaried Position
Excellence is the responsibility of everyone at the City of Chandler. We lead by our core values in constant pursuit of excellence:

*Commitment – Dedicate oneself to consistent and excellent public service
*Innovation – Implement unique, creative and cost-effective solutions
*Communication – Communicate in a positive, honest and productive manner
*Integrity - Adherence to high ethical standards
*Diversity – Promote inclusiveness and impartiality throughout the organization
*Personal Responsibility – Take initiative to achieve excellence and accept accountability
*Respect – Demonstrate a high regard for others
*Teamwork – Promote cooperative efforts, open communication and trust

All City employees are expected to conduct themselves in a way consistent with the above values.

 
Job Description
COMPUTER SUPPORT ASSISTANT

Pay Grade: A19        FLSA Status: Non-Exempt    
Job Group: Clerical/Technical (A)    Class Code: C088    
Effective Date:     7/01    Revision Date: 11/01; 8/03, 7/05, 8/10

Classification Summary:
The primary function of an employee in this class is to provide support for computer systems and software applications, including analyzing and diagnosing problems to develop effective solutions; training end-users; and conducting special projects. Some on-call duties may be required on occasion.

Essential Functions:
Essential Functions are not intended to be an exhaustive list of all responsibilities, duties and skills. They are intended to be accurate summaries of what the job classification involves and what is required to perform it. Employees are responsible for all other duties as assigned.
Troubleshoots and resolves hardware and software problems;
Installs computer related hardware and software;
Assists users over phone with various computer related problems;
Utilizes vendors' technical support resources to resolve problems or completes tasks;
Works with helpdesk and trouble call software to prioritize and manage support calls;
Manages priorities with respect to support calls and scheduled installations of hardware and software to ensure their timely completion;
Troubleshoots and resolves common types of network connectivity problems;
Checks for system viruses and performs necessary steps for virus removal;
Performs computer operator duties as scheduled;
Rotates backup tapes as necessary;
Assists with setting up and maintaining servers and specialized systems;
Installs new printers. Perform maintenance as necessary;
Refers major problems with software and hardware of computer systems to advanced level technician or supervisor;
Refers major problems with network to advanced level technician, supervisor, or Network Operations Group;
Conducts special projects as assigned and provides status reports as required;
Serves on departmental or city-wide committees related to computer systems support;
Ensures all required reports are accurately and expediently prepared;
Communicates and coordinates regularly with appropriate others to maximize the effectiveness and efficiency of interdepartmental operations and activities;
Maintains high level of communication with customers with respect to scheduling hardware and software installations and support calls;
Trains personnel in the use of computerized systems;
Performs all work duties and activities in accordance City policies and procedures;
Works in a safe manner and reports unsafe activity and conditions. Follows City-wide safety policy and practices and adheres to responsibilities concerning safety prevention, reporting and monitoring as outlined in the City's Safety Handbook.

Other Duties and Responsibilities
May be assigned to a specific department to provide computer services support;

Knowledge, Skills and Abilities:
Knowledge of:
Computer hardware, software and specialized applications;
Diagnostic methods for computer hardware and software;
Research and analysis techniques;
Networking protocols and connectivity
Problem solving skills;
Printer maintenance;

Ability to:
Perform job responsibilities with little or no supervision;
Resolve computer related problems over the phone;
Exhibit a customer service attitude and be a team player;
Maintain a professional demeanor during stressful situations;
Understand and follow oral and/or written policies, procedures and instructions;
Make sound and reasonable decisions in accordance with laws, ordinances, regulations and established procedures;
Perform a wide variety of duties and responsibilities with accuracy and speed under the pressure of time-sensitive deadlines;
Maintain effective working relationships with city staff and supervisors;
Demonstrate integrity, ingenuity and inventiveness in the performance of assigned tasks.
Perform at or above performance standards established within the department.
Perform all work duties and activities in accordance City policies, procedures and safety practices.
Maintain current technical expertise in the rapidly changing technology of computers by attending meetings, training sessions, and reading relevant material;
Works in a safe manner and reports unsafe activity and conditions. Follows City-wide safety policy and practices and adheres to responsibilities concerning safety prevention, reporting and monitoring as outlined in the City's Safety Handbook.

Supervision Received:
The work is performed under the supervision of a division supervisor.

Supervision Exercised:
None

Minimum Qualifications:
High school diploma or GED; and
Three (3) to five (5) years experience with computer hardware and applications, and problem resolution in a support role; and
Valid Arizona Driver's License; or
Any equivalent combination of experience and training which provides the knowledge and abilities necessary to perform the work.

Work Environment:
The primary duties of this class are performed in a general office environment.

Essential Physical Abilities:
Sufficient clarity of speech and hearing or other communication capabilities, with or without reasonable accommodation, which permits the employee to communicate effectively on the telephone and in person, and to provide training to staff on software application and hardware operation;
Sufficient vision or other powers of observation, with or without reasonable accommodation, which permits the employee to diagnose problems with computer hardware or software, and to develop effective solutions;
Sufficient manual dexterity with or without reasonable accommodation, which permits the employee to operate computer equipment and other office equipment with sufficient strength to lift objects up to 50 lbs.;
Sufficient personal mobility and physical reflexes, with or without reasonable accommodation, which permits the employee to work in an office setting.