1-3 years of experience
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Employment Type:
Full time
Job Category:
Information Services
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Information Systems Technician
City of Cleveland Heights | Cleveland, Ohio
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Job Description

DEPARTMENT: Management Information Systems Non-exempt


Incumbents provide support to end users for phones, cell phones, PC hardware, software, and network. May interact with Information Technology staff to restore service and/or identify and correct core problems. Simulates or recreates user problems to resolve operating difficulties. Recommend changes to reduce problems and issues. Refers more complex issues to senior Information Technology staff and follows up until resolution.


The list of duties and responsibilities is illustrative only, and is not a comprehensive listing of all the duties and responsibilities performed.

  • Provides first-level technical support to computer end users over the phone and in person
  • Maintains records for computers and assigned users; and maintains records of customer service call and service
  • Performs administrative tasks related to computer operations, which may include setting up and resetting user names and passwords, locking accounts, and/or performing other related activities
  • Trains employees on processes and procedures of computer usage
  • Maintains, repairs, upgrades, and installs computers, peripheral devices, software applications, and accessories, including printers, keyboards, scanners, monitors, and/or other related Information Technology equipment
  • Troubleshoots hardware and system connectivity issues; researches computer-related problems; documents issues and solutions
  • Orders software, PCs, laptops, and printers, utilizing established guidelines
  • Maintains regular attendance and punctuality
  • Performs other duties of a similar nature or level




Knowledge of:

  • Personal computer hardware and software
  • Microsoft Workstation operating systems and software products
  • Microsoft Active Directory and group policy configurations
  • VPN, remote access support
  • Basic database principles
  • Basic computer networking principles
  • Customer service principles
  • English language, grammar, and punctuation

Skill in:

  • Using a computer and related software applications

Ability to:

  • Collect and examine technical data to resolve technology implementation and support issues
  • Create, compose and edit written material
  • Provide customer service
  • Install, configure, troubleshoot, and resolve a variety of hardware issues on workstations, laptops, printers, scanners, and hand held devices
  • Troubleshoot and resolve software issues for a variety of applications and operating systems
  • Troubleshoot basic network connectivity issues
  • Check systems for functionality
  • Maintain, set up, and support computer peripheral devices
  • Set up applications on computers and Servers
  • Document computer problems and solutions
  • Read and interpret technical manuals
  • Develop and deliver presentations
  • Work effectively under stress
  • Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
  • Interpret a variety of instructions furnished in written, oral, diagram, or schedule form
  • Understand and follow oral and written instructions
  • Communicate technical information to a non-technical audience
  • Communicate and use interpersonal skills to interact with coworkers, supervisor, the general public, etc., to sufficiently exchange or convey information and to receive work direction


High school diploma, or GED, and one year of basic IT support experience; or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.




The work environment and 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 the essential functions.


Medium Work: Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

Incumbents may be subjected to moving electrical currents, extreme temperatures, inadequate lighting, and workplace restrictions.


Applicants must be eligible to work in the specified location

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