IT Technician

DEFINITION

Under general supervision, installs, configures, maintains, troubleshoots and repairs personal computers, network equipment, mobile devices and communication systems. Position provides front line support for all information technology problems and issues for the City of Norco, working independently on a day-to-day basis and coordinating with IT management and vendors as needed.

Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, knowledge, skills and other characteristics. This list of tasks is ILLUSTRATIVE ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class.

• Provides end user Help Desk support for computers (PCs), laptops, tablets, mobile devices, web-based phone and video conferencing applications, and various business applications. Troubleshoots and repairs hardware and software for PCs; tracks issues to resolution using the City's IT service management (ITSM) ticketing system; schedules and performs routine maintenance of PCs; maintains inventory and inventory database of hardware and software; installs software updates;
  
  installs and configures new hardware and software; sets up PCs, laptops, and related peripherals for conference rooms and meetings; provides audio/visual (AV) support for meetings and presentations; operates the video and livestream feed for City Council meetings; travels to off-site locations to resolve issues as needed.
• Provides first-level support for the City's network infrastructure, including switches, wireless access points, and firewalls; troubleshoots connectivity issues and escalates complex network issues as needed; supports and troubleshoots the City's web-based phone system, including voicemail, user extensions, and call routing; assists with the research, evaluation and purchase of PCs, hardware and replacement parts; meets with supervisor to determine priorities of daily assignments and reviews any issues.
  
  Monitors and maintains on-premise and cloud-based backups, participates in testing backup restoration and disaster recovery tests.
• Stays current with information systems technology and updates, including emerging cybersecurity threats and best practices.
• Supports the City's Microsoft 365 environment, including user account administration (adding, modifying, and removing user accounts and access, and resetting passwords), email, and directory services; assists with Microsoft Teams and SharePoint administration (including creating, modifying, or deleting groups, channels), One Drive configuration and records retention, assists with endpoint security tools, multi-factor authentication, and other cybersecurity measures to protect City systems and data;
  
  assists with mobile device management and configuration.
• Assists with vendor management for IT hardware, software, and managed services, including coordinating service calls and support tickets, tracking vendor performance against service level agreements, and assisting with contract renewals and procurement documentation; serves as the on-site point of contact for vendors, escalating issues appropriately.
• Provides high-level technical support for application programs including websites, financial management, class registration, animal control, asset management, permit and other City business related application programs, engaging the appropriate software vendor for in-depth troubleshooting and configuration support as needed.
• Performs other related duties as assigned.

This is a general employee position in the Information Technology Division represented by the Norco General Employee Association. This position performs a wide variety of help desk duties and requires independent judgment.

This position has the majority of their interaction with other City employees and vendors.

Information Technology Manager

None

The knowledge and abilities which are required to perform the duties and responsibilities of this class are as follows: