Information Systems Support Technician II – SR-15 Full Time

Under general supervision provides technical support to computer systems users by setting up, monitoring, and maintaining computer systems; tests new systems hardware and software; troubleshoots hardware and computer systems to identify and locate problems; monitors and controls electronic computers and peripheral equipment, including the central control systems and other control settings; and performs other related duties as assigned.

There is one (1) permanent full-time vacancy with the Department of Information Technology – Help Desk Division in Hilo.

The eligible list may be used for other permanent and temporary vacancies as they arise during the life of the list.  Temporary appointment may lead to conversion to permanent appointment.

• Installs new computer equipment and peripheral equipment and devices, including, the installation of County-licensed software, peripheral equipment such as printers and scanners, and PC memory and plug-in system board upgrades.
• Studies program operating instructions to determine equipment set-ups.
• Sets necessary controls and ensures that necessary backup media are provided and available.
• Manipulates control settings on central control systems to start and operate computers.
• Troubleshoots various hardware and computer systems.
• Types alternate commands into computer control systems according to pre determined instructions to correct error or failure and resume operations.
• Reviews each new or revised computer program, as needed, in order to determine the specific impact on the operational requirements of the computer systems.
• Installs, configures, and tests new programs on the computers.
• Prepares narrative analysis of program under test; describes the configuration settings, contents of program registers, storage and console messages, etc., to assist the analysts in “de-bugging” the program.
• Provides diagnostic testing of hardware and software; isolates and determines the source of the problem; assists in resolving problem or refers to the appropriate higher-level personnel.
• Upgrades and maintains computer hardware and software.
• Participates in the evaluations of computer hardware and software applications.
• Maintains records on the status of support calls at the Help Desk; maintains statistics and other data; prepares operational reports.
• Attends training to keep abreast of computer troubleshooting techniques and standard County software applications.
• Records equipment utilization and production rates.
• Assists in the training of computer users and support staff in the operation of the central control systems and the handling of the associated input/output components of the computer systems.

Training and Experience: 
A combination of education and experience substantially equivalent to:

• graduation from high school, and
• two (2) years of responsible work experience that involved the use of personal computers and a variety of applications (e.g., word processing, electronic mail, spreadsheet, data base management), and included the installation of software applications, and the installation and repair of computers and peripheral equipment (e.g., printers, modems, disks drives, etc.), and
• possession of a valid State of Hawai`i driver’s license (Class 3) or any other valid comparable driver’s license at the time of filing.  You will be required to submit your valid driver’s license at the time of hire.

Examination:  All applicants who meet the minimum qualification requirements will be assigned a score of 70 points.  An education and experience evaluation will be conducted based on the applicant’s training, education and experience as presented in the application.

Please read the minimum qualification requirements carefully.  Be certain to list all pertinent training and experience, as this may be important in determining your examination score.  It is essential that the applicant describe fully the duties and responsibilities of each position held, specify the date of each position held (from and to, month and year), and indicate the number of hours worked per week.  

Attach all required documentation (e.g. official transcript, professional license(s)/certification(s), DD-214, etc.) at the time of submitting your application.    

Note:  In-person interviews and/or further testing in Hawai’i County may be required at the discretion of the hiring department/agency.  If in-person interviews and/or further testing are required, applicants who are referred to the hiring department/agency must be available to participate in person and at their own expense at that phase of the selection process.       

Knowledge of:  principles and techniques of computer systems operation; the components of an electronic computer and their operation and functions; computer machine logic; basic computer equipment set-ups for various production configurations; program testing methods and procedures; PC hardware and software installation; basic component level PC maintenance; basic personal computer troubleshooting techniques; windows operating systems.

Ability to:  set up and operate an electronic computer and peripheral equipment; monitor the central console to control and coordinate the functions of computer systems; initialize and test components of the computer; read and understand indicators and messages on control system; identify and recognize error codes or machine failures and take required corrective action; read and understand program operating instructions; follow established procedures to perform routine maintenance, repair, support, and installation tasks; lift items weighing up to 50 pounds.

Physical Requirements:  Persons seeking appointment to positions in this class must meet the health and physical condition standards deemed necessary and proper to perform the essential functions of the position with or without reasonable accommodations.

Physical Effort Grouping:  Light

Please scan and attach these supporting documents to your on-line application, if required:

• an official college transcript,
• a valid driver’s license,
• a temporary assignment verification, 
• professional licenses, and/or
• certificates.

Veterans applying for veteran’s preference points shall also scan and attach their DD-214 form and as needed, their VA claim letter to the on-line application. 
 
ELECTRONIC NOTIFICATION TO APPLICANTS:
Please ensure that the email address and mobile phone number you provide is current, secure, and readily accessible to you.  We will not be responsible in any way if you do not receive our emails and text messages or fail to check your email box or NEOGOV account INBOX in a timely manner.  Checking your NEOGOV account INBOX daily is recommended and is the most secure method to check on notices sent to you.  This is a new feature created by our vendor, NEOGOV. 
 
Please add [email protected] to your contact list.  Open your NEOGOV account using your user name and password.  In the upper right hand corner of the account is your name, and under your name, click on INBOX to view all notices sent you.  The notices will appear here in the INBOX even in the event you don’t receive it on your cell phone, computer, or other electronic device.  This is the best way to check and view all notices sent to you. 
 
You will receive a confirmation email upon successfully submitting your application.  Failure to receive this confirmation email, indicates that your application was not submitted.