What are the responsibilities and job description for the Systems Technician I/II/III (Customer Service/Systems Support) Assignment) (On-site Only) position at City of Merced, CA?

Salary : $54,225.60 - $80,142.40 Annually

Location : City of Merced, CA

Job Type : Full-Time

Job Number : 1282

Department : Information Technology

Opening Date : 01 / 29 / 2025

Closing Date : 2 / 26 / 2025 11 : 59 PM Pacific

Description

THIS POSITION IS IN-PERSON / ON-SITE ONLY

Class specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed within the job.

SUMMARY DESCRIPTION

Under direction and supervision perform technical duties to analyze, troubleshoot, and resolve systems, applications and software related support requests. Assist and train users in computer device hardware and software, including Geographic Information Systems (GIS) technology solutions. Perform related work as assigned in specialties Customer Service / Systems Support or Geographic Information Systems (GIS). The incumbent(s) will be required to specialize in and be assigned to one of the above specialty areas.

DISTINGUISHING CHARACTERISTICS

Systems Technician I is the entry-level class of the series. Initially under close supervision, incumbents learn and perform a variety of functions related to support of computer devices (including, but not limited to; desktops, laptops, tablets, and mobile devices), networks, various operating systems, and various applications. Incumbents create, maintain, and publish maps and other geographic source data in both spatial and tabular form for use by City departments, other public agencies, and the public.

Systems Technician II is the qualified, assistant level class of this series. Competent to perform a variety of technical duties including the maintenance and support of computer devices and GIS technology. Positions are characterized by the presence of general guidelines from which to make decisions and the availability of supervision in non-routine circumstances. Positions at this level are accomplished users of common computer and / or specialized applications software / tools related to the area of assignment. Incumbents in this class of this series may provide assistance to staff on complex issues.

Systems Technician III is the highly qualified and diversified associate level class of this series, competent to perform a multitude of support and maintenance duties.

Incumbents work with minimal supervision, and generally receive only occasional assistance. Employees in the associate level class may provide guidance and direction to other staff members as needed.

REPORTS TO

Information Technology Manager or designee when assigned to Customer Service / Systems Support, or the GIS Coordinator or designee when assigned to GIS.

CLASSIFICATIONS SUPERVISED

This is not a supervisory classification.

Examples of Duties

REPRESENTATIVE DUTIES (When assigned to Customer Service / Systems Support : )

The following is used as a partial description and is not restrictive as to duties required.)

Provide a high level of customer service when assisting users with technology related issues.

Locate and resolve client-side device issues, which may include communications, hardware, and software.

Install, support, troubleshoot, diagnose and maintain computer device hardware, client-side or cloud-based software and operating systems.

Work as part of a team that troubleshoots, analyzes, and resolves device application related support requests including client-side and cloud applications.

Keep users informed as to project, service requests or program status.

Assist in providing city-wide training for hardware, software, and / or client-side or cloud-based applications.

Use third-party installation / maintenance tools to package new and existing applications for client-side distribution.

Provide quality assurance on assigned work orders, projects, or various client-side or cloud-based applications.

Assist with the development of new procedures.

Install, configure, troubleshoot, support, diagnose, locate and resolve problems related to computer and mobile devices and client-side or cloud-based software, including but not limited to telephony, telecommunications, and peripherals.

Troubleshoot and perform maintenance on computer and mobile hardware, software, printer, and client-side network related issues.

Assist in the physical installation and maintenance of network and telephony equipment.

Maintaining inventory of existing and newly acquired equipment.

Maintaining documentation, software licensing, and version tracking.

Diagnose and resolve problems in the area of hardware, applications, and operating systems on various computer devices over the telephone and / or in-person.

Detail user reported problems into a help desk tracking system.

Monitors and distributes help desk calls.

Assist in the preparation of reports for budgeting, planning, tracking and project management related needs.

Perform 811 USA marking of outside plant communications cable infrastructure.

Assists in the planning and coordination of software and applications upgrades.

Tests new equipment, software, or technologies.

Project management duties (Systems Technician III).

REPRESENTATIVE DUTIES : ( When assigned to GIS)

The following is used as a partial description and is not restrictive as to duties required.)

Design or prepare graphic representations of GIS data, using GIS hardware or software applications.

Convert data collected from field operations into GIS database with proper and accurate spatial location.

Interpret aerial photography or imagery.

Analyze GIS data to identify spatial relationships and / or display results of analyses, using maps, graphs, or tabular data.

Enter data into GIS databases, using techniques such as coordinate geometry, keyboard entry of tabular data, manual digitizing of maps, scanning or automatic conversion to vectors, or conversion of other sources of digital data.

Maintain or modify existing GIS databases.

Review existing or incoming data for currency, accuracy, usefulness, quality, or completeness of documentation.

Assure consistency with city wide standards and practices for data conversion and data maintenance.

Perform 811 USA marking of outside plant communication cable infrastructure.

Preform drone related operations following City Drone Policy.

Process drone related datasets following City Drone Policy.

Collect data from field inventory and process internally.

Detail user reported problems into problem a help desk tracking system.

Diagnose and resolve problems in the area of hardware, applications, and operating systems on various computer devices over the telephone.

Typical Qualifications

QUALIFICATIONS

The following generally describes the knowledge and ability required to enter the job and / or be learned within a short period of time in order to successfully perform the assigned duties.

Knowledge and Ability :

Systems Technician I : (When assigned toCustomer Service / Systems Support)

Concepts of server systems.

Concepts of Microsoft domain architecture and Microsoft Entra ID.

Proficiency in Local Area Network (LAN) and Wide Area Network (WAN) concepts, terminology, and operating systems.

Proficiency in client-side computer devices.

Proficiency in techniques of computer systems analysis.

Systems Technician I : (When assigned to GIS)

Proficiency in automated drafting and mapping tools and programs, including ESRI-based GIS software, such as Arc / Info, ArcView, ArcPro, AutoCAD software and cartography concepts.

Proficiency in Reviewing and maintain meta-data.

Proficiency in Knowledge and concepts of Global Positioning Systems (GPS).

Proficiency in Knowledge and concepts of drone operating procedures and FAA policies.

Proficiency of Reading and interpret surveys, legal descriptions, maps, and aerial photographs

Proficiency in Provide quality assurance and control of GPS data collection.

Principles of Geographic Information Systems, Global Position Systems, automated mapping systems, and database management systems and their applied use in the working environment.

Systems Technician II : (When assigned toCustomer Service / Systems Support)

In addition to the qualifications of the Systems Technician I listed above :

Proficiency in Microsoft domain architecture and Microsoft Entra ID.

Competency in Local Area Network (LAN) and Wide Area Network (WAN) concepts, terminology, and operating systems.

Competency in computer devices.

Competency in techniques of computer systems analysis.

Systems Technician II : (When assigned to GIS)

Competency in in GIS software and cartography concepts.

Competency in Reviewing and maintain meta-data.

Competency in Knowledge and concepts of Global Positioning Systems (GPS).

Competency in Knowledge and concepts of drone operating procedures and FAA policies.

Competency of Reading and interpret surveys, legal descriptions, maps, and aerial photographs

Competency in Performs quality-control checks of own work or work performed by other Technicians to ensure accuracy and completeness of data and adherence with established policies, procedures and other mandates applicable to areas of assignment and appropriate formatting of GIS products to meet customer requirements.

Systems Technician III : (When assigned toCustomer Service / Systems Support)

In addition to the qualifications of the Systems Technician I and II listed above :

Mastery in techniques of computer systems analysis.

Ability to install, operate, configure, diagnose and repair client-side computer related hardware and software with minimal supervision.

Determine users needs and problems, understand requirements and develop effective solutions.

Provide assistance to Systems Technician I and II positions.

Systems Technician III : (When assigned to GIS)

Mastery of GIS software and cartography concept.

Mastery in Reviewing and maintain meta-data.

Mastery in Provide quality assurance and control of GPS data collection.

Mastery of Reading and interpret surveys, legal descriptions, maps, and aerial photographs.

Mastery of Performing quality-control checks of own work or work performed by other Technicians to ensure accuracy and completeness of data and adherence with established policies, procedures and other mandates applicable to areas of assignment and appropriate formatting of GIS products to meet customer requirements.

Skills In :

Systems Technician I :

Developing and maintaining effective working relationships with those contacted in the course of the work.

Maintaining attention to detail despite interruptions.

Communicating effectively, both verbally and in writing.

Following oral and written instructions.

Documenting and maintaining accurate computer records and procedures.

Working with, controlling, and maintaining sensitive, confidential information according to legal standards and / or City regulations as required.

Organizing and managing assigned tasks and requests from customers.

Working in a team environment or independently, as conditions require.

Providing excellent customer service and support to both internal and external customers.

Working with word processing, database, spreadsheet, and presentation software.

Assisting in maintaining inventory of existing and newly acquired computing hardware / software.

Work with vendors to resolve computer device application and client issues.

Systems Technician II : (In addition to the requirements of level I)

Using initiative and sound, independent judgment within established guidelines.

Prioritizing work and coordinating several activities simultaneously.

Provide assistance to other Systems Technician staff on complex issues.

Systems Technician III : (In addition to the requirements of levels I and II)

Providing guidance and direction to other Systems Technician staff to implement and deliver a consistent, reliable, accurate, and cost-effective support environment.

Maintaining high level of quality customer service with internal and external customers as an associate level team member.

Independently addressing complex business and technical issues.

Working with minimal supervision.

TRAINING AND EXPERIENCE

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

Systems Technician I

Education and Experience - Equivalent to graduation from high school or GED supplemented by specialized training in subjects directly related to the specific assignment and six (6) months of responsible computer related work experience including proficiency in related technology used by the City of Merced in one of the assigned areas.

License or Certificate - Possession of valid and appropriate California Driver License.

Special Requirements - Ability to pass a P.O.S.T. level background investigation.

Systems Technician II

Education and Experience -

Equivalent to graduation from high school or GED supplemented by specialized training in subjects directly related to the specific assignment and eighteen (18) months of responsible computer related work experience including proficiency in related technology used by the City of Merced in one of the assigned areas.

License or Certificate - Possession of valid and appropriate California Driver License.

Special Requirements - Ability to pass a P.O.S.T. level background investigation.

Systems Technician III :

Education and Experience -

Graduation from high school or GED supplemented by fifteen (15) semester units of coursework from an accredited college in a related area of study and / or possession of a recognized technology certification(s) accepted by the City of Merced Information Technology Department and two (2) years (6) months of responsible paid full time computer related work experience including proficiency in related technology used by the City of Merced in one of the assigned areas. College coursework and / or technology certification(s) may be substituted for up to six (6) months of the required experience.

License or Certificate - Possession of valid and appropriate California Driver License.

Special Requirements - Ability to pass a P.O.S.T. level background investigation.

Supplemental Information

PHYSICAL DEMANDS AND WORKING ENVIRONMENT The conditions herein 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 these essential job functions.

Environment : Assignments may include office and field environment including assignments to public safety locations; positions may require working evenings including weekend and holiday assignments and traveling to and from site to site.

Physical : Essential functions may require maintaining physical condition necessary for sitting, standing, bending and stooping for prolonged periods of time; using various office equipment including a computer screen and keyboard; requires occasional medium lifting (up to 50 pounds).

Health and Welfare Benefits

Up to $602.95 per pay period towards the following benefits :

Medical - Choice of Anthem Blue Cross plans

Dental - Choice of Delta Dental plans

Vision - Choice of VSP vision plans

Life - Pays amount equal to one year's salary up to $50,000

Disability - Choice of Long Term Disability coverage

Vacation

Years 1-5 earn vacation at rate of 3.696 hours per pay period up to maximum of 192 hours

Years 6-9 earn vacation at rate of 4.616 hours per pay period up to maximum of 240 hours

Years 10-15 earn vacation at rate of 6.160 hours per pay period up to maximum of 320 hours

Years 16-20 earn vacation at rate of 6.928 hours per pay period up to maximum of 360

Years 21-25 earn vacation at rate of 7.696 hours per pay period up to maximum of 400 hours

Years 26 earn vacation at rate of 9.232 hours per pay period up to maximum of 480 hours

Sick Leave

Sick leave is earned at rate of 3.696 hours per pay period up to maximum of 1056 hours

Longevity Pay

10 Years - 1.0% of base hourly rate of pay.

15 Years - 2.0% of base hourly rate of pay.

20 Years - 3.0% of base hourly rate of pay.

25 Years - 4.0% of base hourly rate of pay.

Holidays

12 paid holidays

Retirement

CalPERS Retirement at either 2% at 60 or 2% at 62 for Miscellaneous employees depending on previous CalPERS or reciprocal employment.

ICMA-RC 457 Deferred Compensation Plan available.

Other

Merced School Employee Federal Credit Union membership.

Healthy Life, Wealthy Life" Wellness Program.

Salary : $54,226 - $80,142

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Systems Technician I/II/III (Customer Service/Systems Support) Assignment) (On-site Only)

What are the responsibilities and job description for the Systems Technician I/II/III (Customer Service/Systems Support) Assignment) (On-site Only) position at City of Merced, CA?

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