IT TECHNICAL SPECIALIST

CONCEPT
Provides assistance in the use of computer and telecommunications technology and/or
manages network resources in a LAN/WAN environment.
DISTINGUISHING CHARACTERISTICS
The IT Technical Specialist classification encompasses the range of expertise involved in
the design, installation, configuration, repair and expansion of data and/or voice technical
systems from entry through technical expert. The following outlines criteria to be
considered in individual placement within the class.
Level A This is the working level for employees assigned to positions limited to providing
basic technical assistance in areas such as equipment set-up, software installation and
help desk activities.
Level B This is the fully qualified working level of the series. Employees are assigned to
serve as technical support specialists and may be called upon to perform basic network
operations such as user and resource management; troubleshoot complex system
problems; and serve as the primary contact for technical support for key citywide and
department-specific applications.
Level C This is the advanced journey level and is characterized by expert competence in
LAN administration which includes responsibility for: network design; optimizing system
and network performance; ensuring system and network security; supporting network
server hardware and operating systems; and supporting key network applications, such as
electronic mail, proxy servers, database servers and Internet/Intranet server software.
EXAMPLES OF WORK--Responsibilities and duties may include, but are not limited to, the
following:
Receives/logs/routes user calls for assistance or repair; monitors trouble call/resolution
information; follow-up and/or report on aged calls to ensure timely response.
Troubleshoot software and/or equipment errors and coach users in correcting reported
problems; inform and train users in equipment/software operation.
Install, configure and test hardware and/or software; carry out security administration by
maintaining tables and adding/purging/migrating users.
Coordinate equipment deliveries, software licensing compliance and inventory/asset
control; perform preventative maintenance and repair hardware.
CITY OF VANCOUVER
IT Technical Specialist (continued)
Writer/Editor: JAJ/PG Date Approved: 02/2001 2

Plan, design, install, configure and maintain network and network infrastructure; develop
shell/utility scripts, monitor security, update system documentation.
Diagnose and resolve application and/or system hardware conflicts and LAN connectivity
problems.
Provide/coordinate user support and training in the use of equipment and software.
Support applications and their usage through the use of query/reporting tools, by coding
interfaces/scripts/patches, installing packaged updates, maintaining
directories/databases/web pages.
Monitor/maintain the network infrastructure; evaluate hardware and bandwidth use, traffic
pattern and volume analysis; tailor/tune for optimal performance.
Research, evaluate and test hardware and equipment, software, network products, product
versions systems solutions and training services; recommend purchase; prepare
technical specifications for purchase.
Perform related duties and responsibilities as required.

KNOWLEDGE, SKILLS, AND ABILITIES
Requirements are determined at the time of recruitment based on responsibilities of the
individual position and business needs of the department.

OPERATING PRINCIPLES
Employees are expected to work in a manner consistent with the City of Vancouvers
Operating Principles; specifically: Work and act as a team player in all interactions with other
city employees; provide a high level of customer service at all times; project and maintain a
positive image with those contacted in the course of work; develop and maintain collaborative
and respectful working relationships with team members and others; and, consistently provide
quality service.

SPECIAL REQUIREMENTS
Working Conditions Employees may be required to routinely travel throughout the region.
May be required to pass a background inquiry.