1D58
NETWORK SUPPORT TRAINEE

This is technical computer support work at the trainee level, learning and participating in desktop computing maintenance and computer networking tasks. Employees in this class troubleshoot and resolve problems with computers, install software, and learn to perform maintenance tasks for the hardware component of a Local Area Network (LAN). An employee in this class advances to the next level through the development of skills and knowledge gained through tenure in this class and through technical training and certification. Work includes developing skills in and participating in the installation of system files, configuration files and the workstation operating system. Work is performed under the direction of a technical superior.

• Employees must perform progressively more complicated computer technical support work as they progress toward the next level class.
• Position must perform the work in departments that have one or more Local Area Networks (LANs).
• Employees must possess a Full International Computer Driving License (ICDL) and Microsoft Certified Desktop Support Technician (MCDST) certification to be eligible for promotion to the next level in the series of classes.

Under the tutelage of higher level technical employees, performs the following duties:

• Troubleshoots and identifies software, hardware, network or telecommunications problems, using diagnostic equipment as necessary; follows through to resolution.
• Learns and participates in the installation and preparation of personal computers and network workstation hardware and software; receives desktop equipment and personal computer (PC) network workstations from vendors; participates in the verification that all components are available and installed correctly and that workstations comply with specification requirements; participates in the installation of system files, configuration files and operating systems; installs the necessary application software on workstation and customizes for various implementations; installs workstation network software and tests software by attaching workstation to the network; installs workstation at user site and instructs user in such areas as network access and problem reporting; reviews with user the newly installed software and application upgrade by providing software level, version numbers, serial numbers, available documentation and help desk support; maintains cluster controller software for attached personnel computer workstations, if appropriate.
• Learns and participates in the review of applications software on file server; ensures application software on the file server is current; monitors literature from the vendor for any corrections of abnormal operating situations; uses diagnostic equipment to determine faults in both hardware and software on workstation; checks devices or workstations to ensure that no memory conflicts exist with resident software; recommends procedures for users to access the system; receives calls from users to determine error situations and technical problems; informs users of the correct procedure or organization to handle questions; determines if a failure is hardware or software related.
• Assists higher-level technical staff in installing, maintaining, and/or upgrading PC-networked software and peripheral equipment, such as monitors, keyboards, printers, cable and wiring connections, phones and audiovisual equipment.
• Provides increasingly sophisticated technical support to users in a courteous and professional manner.
• Performs related work as required.

KNOWLEDGE OF:
• Basic word processing, spreadsheet, and presentation software, including Microsoft Word, Excel, PowerPoint
• Specialized software, such as Microsoft Access, Outlook, and Project, and Norton Antivirus
• Internet and e-mail systems and software, such as Lotus Notes, Netscape Navigator
• Computer operating systems including, but not limited to Windows 2000, Millennium, XP and 2003, and Novell
• Network operating system and communication applications
• E-mail
• Basic LAN/WAN concepts, connectivity media, and other facets of network infrastructure
• Terminology and concepts associated with local area networks
• Computer interface and diagnostics
• Computer hardware configuration, software function and configuration
• Customer service principles and practices
• Data entry, maintenance and retrieval procedures
• Report preparation based on retrieval and formatting of data contained in databases
ABILITY TO:
• Support end-users and to successfully troubleshoot desktop environments
• Learn to install, configure and perform preventative maintenance on personal computers, network hardware and peripheral equipment, including printers and scanners.
• Inform users of the correct procedures for use of data processing, spreadsheet, presentation, database and other software as required by the needs of the department.
• Procedures and techniques for network access at workstations
• Assist users in accessing and using the Internet and e-mail
• Read and interpret manufacturer's manuals
• Understand LAN data transmission
• Differentiate among various types of servers
• Learn and participate in the review of applications software on file server
• Learn and participate in the performance of full and incremental backups
• Establish and maintain working relationships with departmental associates and vendors
• Learn to troubleshoot and diagnose malfunctions and perform minor maintenance and repair tasks to make file server and communication equipment operational
• Learn the operation and capabilities of devices required to link a workstation to a LAN
• Learn current developments in the area of computer software as it relates to adaptability to workstation hardware
• Learn the methods, materials, tools, practices used in the installation and maintenance of software in the workstation

EDUCATION

Education equivalent to the completion of the twelfth school grade.

AND

• Microsoft Certified Desktop Support Technician (MCDST)
• Full International Computer Driving License (ICDL)
OR


Completion of an Associate’s Degree program in information or computer technology which has been completed no more than two years prior to the date on which examination eligibility is determined.

AND
GENERAL EXPERIENCE:

Two years of experience as a Data Services Support Clerk or a Word Processing Specialist.

OR


Two years of experience in any City job class and successful completion of, or active participation in the City comparable worth computer technology program.

Ability to physically perform the duties and to work in the environmental conditions required of a position in this class.

Possession of a valid proper class motor vehicle operator's license as issued by the Commonwealth of Pennsylvania prior to appointment and during tenure of employment as a Network Support Trainee, if required by work assignment.