Information Technology Technician

DEFINITION

Under general supervision, provides technical support for City-wide information technology systems and infrastructure including a diverse range of computers, server hardware and software, network systems, security, and communication systems and equipment; receives and triages incoming requests by asking diagnostic questions to identify the nature of the issue and establishing problem priority; serves as a first level responder; ensures consistent and timely communication on resolution efforts; and performs related duties as assigned.?

SUPERVISION RECEIVED AND EXERCISED

Receives general supervision from assigned management or lead or supervisory personnel. Exercises no direct supervision over staff.

CLASS CHARACTERISTICS

This journey level classification is responsible for independently performing technical duties in support of City-wide information technology systems and infrastructure. Positions at this level exercise judgment and initiative in their assigned tasks, receive only occasional instruction or assistance as new or unusual situations arise, and are fully aware of the operating procedures and policies of the work unit.

EXAMPLES OF TYPICAL JOB FUNCTIONS (Illustrative Only)

Management 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 technical assistance to staff in City departments on-site and remotely in a help desk environment; utilizes multiple diagnostic techniques to isolate and diagnose problems; resolves issues as appropriate or refers to professional support staff for more complex problem resolution.

• Plans, coordinates, and assists in assembling, installing, testing, and supporting PC hardware/software and printers; provides basic mobile device troubleshooting, set-up and support. 

• Assists in the maintenance and monitoring of personal computers and related equipment; assesses and reports system productivity; monitors computer environment as directed, such as anti-virus, print servers, and help desk.

• Maintains and updates Information Services Department internet site; creates web pages and develops basic intranet upgrades and solutions; analyzes website use and recommends solutions.

• Resets passwords, e-mail, shares, permissions and policies on the network; maintains and/or creates new procedural/instructional documentation as needed.

• Facilitates ordering, receiving, and stocking of computer systems and related equipment; maintains physical inventory of computers/devices. 

• Participates in and assists with Information Services Department projects; provides feedback on detailed technical processes, as directed.  

• Continuously monitors the status of assigned work orders and ensures client is updated on the time frame for resolution, including coordinating support cases with vendors.

• Assists with writing and maintaining user and technical operating instructions and documentation; provides training to users and other technical staff and advises on best practices.

• Maintains a variety of records and prepares special reports; creates and updates written procedures and related documentation.

• Stays abreast of advances in technology and keeps current on relevant technology changes. 

• Performs related duties as assigned.

QUALIFICATIONS

Knowledge of:

• Operational characteristics of computer, network, server, and communication systems, hardware, software, and peripheral equipment.  

• Principles, practices, methods, and techniques of troubleshooting, diagnosing, and resolving computer, network, server, and communication systems hardware, software, and peripheral equipment issues, and imaging systems.  

• Methods and techniques of eliciting information and performing diagnostic procedures on technology systems.  

• Security and monitoring devices and procedures necessary to maintain the integrity and security of data.  

• Recent and on-going developments, current literature, and sources of information related to the operations of the assigned division.

• City and mandated safety rules, regulations, and protocols.

• Techniques for providing a high level of customer service by effectively dealing with the public, vendors, contractors, and City staff.

• Diversity, equity, inclusion, and belonging concepts and principles, including their significance in organizational dynamics and the functioning of the City and their impact on fostering innovation and collaboration. 

• The structure and content of the English language at a level necessary to successfully perform the duties assigned. 

• Current equipment and communication tools used for business functions and program, project, and task coordination, including computers and software programs relevant to work performed.

• Understanding of cloud-based software solutions, troubleshooting application issues, and is proficient in Microsoft Productivity software solutions.

Ability to:

• Perform a variety of technical support functions in the installation, evaluation, configuration, operation, troubleshooting, and maintenance of computers, hardware, software, servers, network and data communication, security, imaging systems and other related technologies and equipment.?? 

• Understand, interpret, and explain systems solutions to users; research technical materials to provide solutions to problems.?? 

• Develop and maintain technical operating instructions and documentation; train staff on software applications and hardware usage.? 

• Deal tactfully with the users and staff in providing information, answering questions, and providing customer service.?? 

• Respond to and effectively prioritize a high volume of phone calls and other requests for service.? Effectively use computer systems, software applications relevant to work performed, and modern business equipment to perform a variety of work tasks.

• Communicate clearly and concisely in the English language at a level necessary for successful job performance.

• Use tact, initiative, prudence, and independent judgment within general policy and procedural guidelines.

• Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work. 

• Engage with a diverse public and workforce, facilitating inclusive service delivery, and implementing equitable city policies.

Education and Experience:

An associate degree from an accredited college or university with coursework in information technology, computer science or a directly related field and two (2) years computer systems experience including PC/server hardware and software installation, troubleshooting and support.

Licenses and Certifications:

• Possession of, or ability to obtain by the time of appointment, an appropriate, valid California driver’s license. This requirement may be waived for individuals who are unable to obtain a driver’s license due to a disability.