Technical Support Technician II

DIVISION: Administration

DEPARTMENT: Management Information Systems (MIS)

UNION/GRADE: Unit 6/Grade 9

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BASIC PURPOSE:

Configures, tests, and installs computer hardware, software and related peripheral products for MWRA staff. Provides Tier 1 and Tier 2 technical support, including troubleshooting hardware, software, and peripheral problems. Assists with the evaluation, testing and certification of new and emerging computer technology products. Assists MWRA staff with the introduction to new or modified computer environments.

SUPERVISION RECEIVED:

Works under the general supervision of the Program Manager, MIS Operations.

On specific IT projects may be supervised by a team lead or project manager.

SUPERVISION EXERCISED:

On specific projects may be leading other Technicians to introduce new or modified computer environments.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provides Tier 2 technical support including troubleshooting, testing, and resolving a wide variety of computer hardware, peripheral devices, and software related issues. This includes but is not limited to PCs, printers, mobile devices, and network equipment, along with security issues including virus patterns, OS Patches, and application fixes.
• Assists with Helpline technical support for user requests received in person, by email, phone or ticketing system based on operational needs.
• Configures, tests and installs computer hardware, software, and peripheral products for the MWRA.
• Participates on computer hardware, software, network, or peripheral device project teams to assist MWRA users with introduction to new or modified computer environments.
• Works with vendor support as needed to troubleshoot issues.
• Follows all established documentation and inventory procedures.
• Travels to MRWA sites as needed to provide onsite technical support
• Documents steps to address, troubleshoot and resolve Tier 1 and Tier 2 technical support responses related to computer hardware, peripheral devices, software and other related technical support calls Program Manager, MIS Operation and Hardware Maintenance Specialist
• Utilizes Maximo ticketing system to track all service requests and update MWRA device information.

SECONDARY DUTIES:

Perform related duties as required.

MINIMUM QUALIFICATIONS:

Education and Experience:

• A Bachelor's degree in management science, engineering management, computer science or related field; and
• At least two (2) years' experience with Technical Support Technician duties: or
• Any equivalent combination of education or experience.

Necessary Knowledge, Skills and Abilities:

• Knowledge of computer hardware, software and peripheral operation.
• Demonstrated ability to troubleshoot, diagnose and resolve PC hardware, software and peripheral device problems.
• Excellent analytical and interpersonal skills.
• Strong written and oral communication skills.
• Knowledge of the following:

1. Operating System/Environments: Current Microsoft Windows Desktop and Server Operating Systems, Mac OS.
2. Desktop Productivity Software: Current Microsoft Office Suite.
3. Graphics/Presentation Software: such as Corel Draw, PowerPoint, Visio, Adobe Suite, AutoCAD, Fast Stone and Arc Info Suite.
4. Hardware Environment: Desktops, mobile devices, multi-function devices, audio-visual equipment and various peripherals.
5. Network: Ethernet, TCP/IP, Wireless Networks, Active Directory and DNS concepts;
6. Ticketing software: such as Maximo ICD, Remedy, Salesforce.
7. Unified communications platforms: such as WebEx, MS Team.

SPECIAL REQUIREMENTS:

A valid driver's license for travel between worksites.

A+ or a specific OEM certification.

ITIL Foundations Certification or the ability to obtain within a year.

Windows OS and Office Suite certifications.

TOOLS AND EQUIPMENT USED:

Office equipment as normally associated with the use of telephone, copy, fax machines, MFDs and personal computers including word processing and other software.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, feel or operate objects, tools or controls and reach with hands and arms. The employee frequently is required to stand and talk or hear. The employee is occasionally required to walk; sit; climb or balance; stoop, kneel, crouch, or crawl; taste or smell.

The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and color vision, and the ability to adjust focus.

WORK ENVIRONMENT:

The work characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

While performing the duties of this job, the employee occasionally works in various field settings and in an office environment. The employee regularly works near moving mechanical parts, and is occasionally exposed to risk of vibration. The employee is occasionally exposed to risk of electrical shock.

The noise level in the work environment is a moderately loud office setting.

Massachusetts Water Resources Authority (MWRA) is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, national or ethnic origin, age, religion, disability, sex or gender, sexual orientation, gender identity or expression, or veteran status.