Information Technology Technician

Description SummaryDEFINITION
Under general supervision, performs a variety of technical duties in support of the City’s technology systems; provides technical support to users; troubleshoots hardware and software problems associated with the City’s computers and related equipment; installs hardware equipment and software applications; and performs related work as required.

SUPERVISION RECEIVED AND EXERCISED
Receives general supervision from assigned supervisory or management personnel. No direct supervision of staff is exercised. May exercise technical and functional direction over assigned staff.

CLASS CHARACTERISTICS
This class is responsible for performing the full range of direct support for end user computer hardware, operating systems, software, network drives, peripherals, VOIP desk phones, cell phones, network printers and scanners, tablets, and other technology devices and systems. Duties are performed under the supervision and direction of the Information Technology Manager, but performance of duties requires the use of independence, initiative, and discretion within established processes and procedures.

Expectation of Job DutiesManagement reserves the right to add, modify, change or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

• Provides customer support by answering calls to HelpDesk phone line and gathering information about the problem to document in a HelpDesk ticket; performs basic troubleshooting steps; triage calls to the appropriate HelpDesk ticket queue.
• Evaluates and diagnoses computer hardware and software problems associated with the City’s computers and related equipment; performs diagnostic testing; repairs equipment.
• Moves and sets up workstations; tests network connection; installs, configures, and tests telephone, computer, software, e-mail, printers, network drives, and scanning ability.
• Installs and supports new hardware and new and/or upgraded versions of software applications. Includes City issued Apple and Android cell phones and Windows, Apple, and Android tablets.
• Communicates and interfaces with end users; instructs end users concerning computer systems and software applications.
• Researches, evaluates, and purchases computer, cellular phone, and tablet related equipment.
• Orders and maintains inventory, tracks and receives a variety of telecommunications and computer systems equipment, software applications, and related needs adhering to established purchasing policies.
• Organizes and maintains tools and spare parts in the IT vehicles and the remote IT Office at City Hall.
• Assists the Information Services Manager in Security Administration functions, including ensuring safety and security of information system assets and protecting systems from inappropriate access or destruction.
• Monitors system backups and contacts vendor when escalated support is required.
• Performs other duties as assigned.

Knowledge Skills and AbilitiesKnowledge of:

• Applications and functions of computer hardware, software, and peripheral devices.
• Operational characteristics, services, and activities of an Information Technology program.
• Computer and peripheral equipment maintenance methods and procedures.
• Occupational hazards and standard safety practices necessary in the area of computer operations.
• Principles and procedures of documentation for use internally as a technical resource and externally as a learning reference for end users.
• Modern office practices, methods, and computer equipment.
• Computer applications related to the work, such as Microsoft Outlook, spell check, basic spreadsheet usage to organize and present data, ticket systems, and inventory/asset management systems.
• English usage, grammar, spelling, vocabulary, and punctuation.

Ability to: 

• Analyze and troubleshoot basic workstation, peripheral, phone, and network hardware and software.
• Plan, organize, and prioritize tasks.
• Train employees in the application and use of computer hardware and software.
• Write system procedures.
• Diagnose system software problems.
• Learn to use new and existing software and hardware.
• Understand and carry out oral and written instructions.
• Use word processing, spreadsheet, and graphics programs.
• Understand and follow oral and written instructions.
• Operate modern office equipment including computer equipment and software programs.
• Organize own work, set priorities and meet critical time deadlines.
• Use English effectively to communicate in person, over the telephone and in writing.
• Use tact, initiative, prudence and independent judgment within general policy, procedural and legal guidelines.
• Establish and maintain effective working relationships with those contacted in the course of the work including the public, vendors, contractor and City staff.
• Use various techniques to provide a high level of customer service to public and City staff, in person and over the telephone.

RequirementsEDUCATION AND EXPERIENCE

Any combination of training and experience that would provide the required knowledge, skills and abilities is qualifying. A typical way to obtain the required qualifications would be:

• Equivalent to the completion of the twelfth (12) grade, supplemented by an Associate’s degree or college-level coursework in computer science and/or related training.
• Three (3) years of recent related experience in computer system installation and support, preferably with a municipal agency.
• Microsoft, HDI, ITIL, Cisco, and other technology certifications are highly desirable.

License: 

Valid California class C driver’s license with satisfactory driving record.

PHYSICAL DEMANDS
Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; to operate a motor vehicle and to visit various City sites; vision to read printed materials and a computer screen; and hearing and speech to communicate in person, before groups and over the telephone. This is primarily a sedentary office classification although standing in work areas and walking between work areas may be required. Finger dexterity is needed to access, enter and retrieve data using a computer keyboard, typewriter keyboard or calculator and to operate standard office equipment. Positions in this classification occasionally bend, stoop, kneel, reach, push and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push, and pull materials and objects necessary to perform job functions.

ENVIRONMENTAL ELEMENTS
Employees work in an office environment with moderate noise levels, controlled temperature conditions and no direct exposure to hazardous physical substances.

WORKING CONDITIONS
Working hours are Monday through Friday from 8 a.m. to 5 p.m.

THE SELECTION PROCESS
All applications received are screened to determine which applicants most closely match the desired education, experience, knowledge, and abilities of the position.  Applicants will receive email (when provided on application) or written notification of the results of the screening process.   Applicants meeting the minimum qualifications are not necessarily guaranteed advancement to the examination process, as only the most qualified candidates will be invited to participate.  The most qualified applicants will be invited to an oral board examination tentatively to be held on or near 11/08/2018. The Department Head [and/or designee(s)] will interview the top six (6) candidates from the examination process.  The eligible list created from this recruitment may be used to fill full-time, part-time, temporary, and grant positions. The City reserves the right to extend the final filing date as necessary.

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