MULTI AGENCY COMMUNICATIONS CENTER JOB DESCRIPTION

 

GENERAL DESCRIPTION

 

Under the direction of the Agency Director, the Computer Network Technician is responsible for the maintenance of computer hardware and software including upgrades and/or replacement of hardware and software systems. This position also provides technical support and guidance to users as required and ensures compliance of organizational policies and procedures.

ESSENTIAL FUNCTIONS:

The following essential job functions ARE NOT intended to serve as a comprehensive list of all duties performed, only a representative summary of the primary duties and responsibilities. Employee may be required to perform additional, position-specific duties.

• Create user ID's and troubleshoot logins; perform password changes, assist users with system lockouts and frozen computers and malfunctioning applications.
• Testing, installing and supporting of PC's, Servers, Printers and Network Systems
• Provides technical support and training as required
• Perform workstation, server, operating system and application fault identification and correction; Specify, order and configure system images; install, upgrade and maintain hardware, peripherals and associated software; manage and execute installation upgrades and system patches.
• Develop and maintain web site.
• Able to prepare configuration, maintenance, operational and troubleshooting documentation
• Keeps current with alternative systems and technology
• Consistently demonstrate independent judgment and discretion to support and ensure uninterrupted operation of the emergency communications center.
• Able to establish, build and maintain effective working relationships
• Manage back-up and recovery of data and systems.
• Responds to and resolves computer, wireless, and peripheral support and troubleshooting requests in a manner consistent with IT policies and procedures
• Provide and participate in technology training.
• Requires regular and reliable attendance.
• Monitors system use, monitors system standards, assures that all non-compliance is reported to the Director in a timely manner.
• Designs and engineers network security to prevent infection by externally or internally originated viruses and unauthorized system entry to safeguard information and systems.
• Attends meetings as required
• Serves a liaison between MACC and its User Agencies regarding network connections.
• Must possess a contact telephone number

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

• Proficient use of personal computer.
• Able to lead, follow and collaborate, depending on specific work assignment, project and availability of other people.
• Requires expert skill at listening to and hearing people, who operate in a high-stress environment, depend on technology to facilitate their work and have little tolerance for technology failures, diminished functionality or delayed restoration.
  
• Ability to patiently and effectively interact with others and achieve a mutually acceptable solution or outcome.
• Ability to adapt to changing organizational needs by effectively and proactively supporting MACC's employees, technologies and operation.
• Able to maintain and protect confidential and sensitive information.
• Establish and maintain effective relationships with those contacted in the course of work.
• Work efficiently and accurately with multiple and changing priorities and frequent interruption.
• Ability to speak, read, write, and understand English
  
• Reliable, dependable and report to and remain at assigned work location on a consistent and punctual basis.
• Possess strong interpersonal skills with the ability to work with various levels of management and to explain technology as required
• Possess the ability to prioritize work assignments
  
• Possess analytical ability to collect and examine technical data to resolve technology implementation and support issues

COMPETENCIES:

• To perform this job successfully, an individual must demonstrate the following competencies:
• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data
• Design - generates creative solutions; translates concepts and information into images; Uses feedback to modify designs; Applies design principles; Demonstrates attention to detail
• Problems Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully and makes decisions based on research experience and within the scope of their responsibility Follows chain of command; Develops alternative solutions; Able and willing to comply with all rules, policies, regulations and procedures whether in agreement or not
• Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time; manages project team activities
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares experiences with others; Condense large amounts of information into readable, sensible typed remarks and recollection of numerous acronyms and codes essential to various situations.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments; Ability to exercise strong public relations abilities in the face of adverse conditions.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Able to accept criticism objectively and in a constructive way; Keeps emotions under control; Remains open to others' ideas and tries new things; Uses work time in an efficient and productive manner.
• Communications Oral/Written - Speaks clearly and persuasively in positive or negative situations; ability to speak English clearly and possess an excellent vocabulary; Possess good listening comprehension skills; Responds well to questions; Demonstrates group presentation skills; Participates in meetings;
• Possess the ability to consistently think clearly; act quickly; and calmly in a wide variety of situations; Writes clearly and informatively; Edits work for spelling and grammar; Ability to understand and follow complex oral and written instructions; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information; Ability to perform several tasks simultaneously
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals; Supports everyone's efforts to succeed.
• Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.
• Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others
• Visionary Leadership - Displays passion and optimism; Inspires respect and trust; Mobilizes others to fulfill the vision; Provides vision and inspiration to peers and subordinates
• Managing People - Makes self available to staff; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes and services
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness
• Ethics - Treats people with respect; even when under pressure; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values
• Business Acumen - Understands business implications of decisions; Display orientation to profitability; Aligns work with strategic goals
• Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Conserves organizational resources
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values
• Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Adapts strategy to changing conditions;
• Judgment - Able to define problems, collect data, establish facts, and draw valid conclusions; Deal with abstract situations and apply common sense solutions; Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decisions- making process; Makes timely decisions; Exercise good judgment and make sound decisions when dealing with workplace conflict.
• Planning/Organization - Priorities and plans work activities; Uses work time efficiently; Plans for additional resources; Sets goals and objectives; Develops realistic action plans.
• Professionalism - Approaches others in a tactful manner; reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments; Maintain Agency high standards for professionalism even in the absence of reciprocal behavior
• Quality - Demonstrates accuracy and thorough quality of work; Looks for ways to improve and promote quality Applies feedback to improve performance; Monitors own work to ensure quality
• Quantity - Meets productivity standards; Completes work in a timely manner; Strives to increase productivity; Works quickly
• Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events
• Attendance/Punctuality - regular and consistent attendance is a condition of employment; Ensures work responsibilities are covered when absent; Able and willing to attend mandatory training and meetings after normal work hours; Maintains regular and predictable attendance; Arrives at meetings and appointments on time
• Dependability - Follows instructions; responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan;
• Initiative - Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals; Asks for and offers help when needed; pursues training or development that would enhance productivity.
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention
• Interpersonal - Focuses on solving conflicts, while building morale and group commitments to Administration goals and objectives; Ability to accept criticism objectively, Maintain confidentiality in all matters relating to information obtained
  
• Language Skills - Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. able to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, customers, and the general public.

 

EDUCATION AND EXPERIENCE:

• Associate Degree or its equivalent and 2-3 year field experience
• Any equivalent combination of education, experience and training that provides the required knowledge, skills, and abilities, may be considered by MACC or
  Minimum of 2 -3 years experience with current information technologies that could include network equipment configuration and upgrading, and PC/Server Support

 

TRAINING, LICENSES AND CERTIFICATION

• Must possess and maintain a valid Washington State Driver's License
• Proof of eligibility to work in the United States of America
• Preferred training, experience and certifications: Microsoft, Cisco, Exchange, Sharepoint
• Maintain certification on current systems or obtain within 6 months of date of hire
• In order to experience the full range of responsibilities and duties, the employee will serve a review and evaluation period of no more than 12 months.
  
• A criminal background check through law enforcement agencies, including a fingerprint search, will be conducted on all successful candidates prior to being appointed to the position

 

WORK ENVIRONMENT

Work is performed in an emergency communications center. Work is typically done in office space, in electronic equipment rooms with multiple fans and noisy equipment operating. Ability to sit at a computer terminal for an extended period of time

PHYSICAL DEMANDS

• Lifting, carrying, pushing, pulling and holding objects weighing up to 50 pounds with or without assistance.
• Dexterity of hands, wrists and fingers to operate standard office equipment, test equipment, tools, controls, computer keyboard and mouse.
• Sitting, standing, kneeling, bending, reaching for extended periods of time.
• Climbing and use of ladders required occasionally.
• Senses used on a constant basis are hearing and adequate vision to read e-mail, word processing, drawing and spreadsheet software.
• Exposures may include electricity, radio frequency energy, laser energy, noise, chemicals, smells, machinery, and seasonal temperature extremes.
• Driving a vehicle