INFORMATION TECHNOLOGY ASSISTANT
DEFINITION:
Under the close supervision of an employee in the information technology area other supervisory official in a state department, agency, institution, state college, or in a local government agency, assists in the implementation and maintenance of computing components such as desktop PCs, laptops, tablets, cellular devices, printers, and other peripheral devices; performs the most basic and most repetitive levels of help desk responsibilities; performs entry level data entry or lookup responsibilities; performs other related duties as required.
NOTE: The examples of work for this title are for illustrative purposes only. A particular position using this title may not perform all duties listed in this job specification. Conversely, all duties performed on the job may not be listed.
EXAMPLES OF WORK:
Assists with matters concerning the procedures and techniques of computer operation and/or other information technology support functions.
Performs the least complex and most repetitive assignments of technical support tickets.
Assists in mounting forms on printers, aligning forms, and adjustments.
Assists in troubleshooting and resolving issues with computers, laptops, printers, and other associated data processing systems.
Determines whether sources of difficulty are hardware or software related and refers software problems to the appropriate area of responsibility.
May maintain operating records such as machine performance, production reports, data processing supplies and inventories, and disc/tape library records.
Prepares paperwork to order new parts, supplies, and equipment as required.
Assists in operating the system console, communicating through the console with the system control program and telecommunications monitor, assists in performing the operating commands necessary for the execution of scheduled production, and providing appropriate responses to system messages.
Assists in monitoring system dashboards and automated functions to ensure normal system performance; responds accordingly to all issues identified.
Assists in provisioning and removing network and system access to end users in response to formal requests.
Assists in mounting and dismounting peripheral equipment.
Assists in providing and supporting end users with remote operations, authentication, applications, and technical support.
Assists on incoming calls and email requests, ad hoc requests, and generates associated tickets in the agency’s ticketing system with appropriate and thorough documentation.
Assists with the most basic help desk requests by providing technical assistance, consulting senior colleagues as needed.
Assists in troubleshooting issues concerning the procedures and techniques of computer operation, work processes, and methods.
Coordinates with other IT professionals or departments.
Assists with identifying, troubleshooting, and resolving software, hardware, and printer problems.
Assists with installation, repairs, and IT equipment upgrades.
Participates in the implementation of security procedures to protect hardware and software.
Maintains strict confidentiality and security of staff records.
Assists with Form and Workflow creation.
Assists with Virtual Machine management.
Maintains essential records, reports, and files.
Will be required to learn how to utilize various types of electronic and/or manual recording and computerized information systems used by the agency, office, or related units.
REQUIREMENTS:
Successful completion of four (4) high school courses in computer programming, web design, data security, ethical matters in computer science, global impact of advancements in computer science, animation, robotics, computer repair, graphic design, app development, media technology, or any related information technology area.
OR
Successful completion of a one (1) year technological training program in the operation of computers.
OR
One (1) year of experience in computer operator work involving the operation of computers and peripheral equipment, systems analysis and programming, scheduling, technical support, and/or computer operations in the data processing field.
OR
One (1) year of equivalent experience and/or training as determined by the hiring authority.
LICENSE:
Appointees will be required to possess a driver's license valid in New Jersey only if the operation of a vehicle, rather than employee mobility, is necessary to perform the essential duties of the position.
KNOWLEDGE AND ABILITIES:
Knowledge of the operation of computer equipment, including equipment used for input/output such as multi-function devices.
Knowledge of the principles of computer operations.
Knowledge of the operations of the system console.
Knowledge of the basic operator commands and responses required to communicate with the operating system.
Knowledge of basic networking concepts, including IP addresses, DNS, DHCP, and general network troubleshooting.
Ability to operate a computer and its peripheral devices via supplied manual(s) and/or available training courses, and to apply these skills to the unit’s needs after a period of training.
Ability to physically lift, move, and position networked devices including but not limited to printers, personal computers, facsimile, modems, plotters, and scanners.
Ability to learn new procedures accurately and rapidly and to follow oral and written instructions.
Ability to recognize operating difficulties and participate in their correction or refer data processing operation difficulties to a supervisor.
Ability to learn new technologies and adapt to changes in the information technology environment.
Ability to learn to diagnose and solve technical issues efficiently.
Ability to keep current with cybersecurity best practices to ensure the safety and integrity of the organization’s data and systems.
Ability to work effectively within a team.
Ability to learn to effectively communicate the status of work in process and the existence of hardware, software, or media problems.
Ability to communicate effectively, both orally and in writing, to all levels of employees.
Ability to maintain essential records, reports, and files.
Ability to learn how to utilize various types of electronic and/or manual recording and information systems used by the agency, office, or related units.
Ability to read, write, speak, understand, and communicate in English sufficiently to perform the duties of this position. American Sign Language or Braille may also be considered as acceptable forms of communication.
Persons with mental or physical disabilities are eligible if they can perform the essential functions of the job with or without reasonable accommodation. If the accommodation cannot be made because it would cause the employer undue hardship, such persons may not be eligible.
This job specification is applicable to the following title code:
