Information Technology Support Technician

JOB SUMMARY

The Information Technology Support Technician, under general supervision, provides technical support, installation, configuration, and ongoing maintenance of information technology systems. Provides support to all city departments, public safety departments, and client agencies. Performs both technical and administrative tasks including supporting end users, endpoint devices, servers, applications, networking, telecommunications and any related hardware/software systems. This position also performs any related work as required.

The Information Technology Support Technician works under the direct supervision of the Information Systems Analyst, Information Systems Enterprise Application Specialist and/or designee.

• Assists in the day-to-day operation, maintenance and support of information technology systems and infrastructure.
• Provides break/fix and help desk support to end users, including troubleshooting and resolving issues related to desktop/laptop machines, mobile devices, IP phones, audio-visual systems, networking, and enterprise applications. Installs, configures, troubleshoots, and maintains endpoint devices, operating systems, applications, network connectivity, and peripheral equipment.
• Assists with the coordination of the repair, replacement and maintenance of city, public safety, and client agency information systems and technology equipment.
• Performs system support functions such as user account provisioning and deprovisioning, workstation and network moves/adds/changes, basic backup and restore tasks, preventive maintenance, printer and print queue management, and network addressing support.
• Performs the installation, imaging, deployment, and upgrading of computer hardware and related equipment.
• Responds to service requests and incidents, diagnosing and resolving hardware, software, printer, and application-related issues in a timely manner.
• Maintains service tickets, documents troubleshooting steps and takes corrective action as required.
• Maintains inventory of computers, peripherals, components, software, and licenses.
• Develops and maintains user-facing and technical documentation, prepares reports, assists with related administrative records as needed.
• Performs other office related duties as assigned; and may be required to work shifts, weekends, nights, and/or holidays and in secure or restricted access facilities.
• Carries a city issued cell phone after hours and is required to respond to emergency calls from the city or other city agencies.

• Education, Training and
  
  Experience:
  • Graduation from high school or G.E.D.; and
  • Any combination of education and experience that could provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would include possession of related technical certifications, in addition to the following:
  • Associates Degree from an accredited college in Information Systems or closely related field and;
  • Two (2) years of technical experience in performing a full span of personal computer support activities, including:
    • Computer setup/OS installation
    • Software configuration Network configuration
• Licenses, Certificates and/or
  
  Special Requirements :
  • A valid California class “C” driver’s license, safe driving record, and proof of insurance are required at the time of appointment.
  • Cisco CCNA, CompTIA A+, and/or Microsoft certifications are highly desirable.
  • Other related technical/cyber security certifications are also desirable.
• Knowledge, Skills and Abilities:
  • Knowledge of a wide variety of computer systems/hardware.
  • Knowledge of application(s) software, including communications and utilities software; and language and equipment.
  • Knowledge of Cisco iOS and VoIP technologies.
  • Knowledge and experience in operating, building, maintaining desktop computers utilizing modern Windows operating systems, Group Policies, within a windows based networked environment.
  • Ability to interpret system data/error logs.
  • Ability to maintain complex information systems.
  • Ability to quickly evaluate and diagnose hardware/software errors and problems.
  • Ability to communicate…