IMPORTANT INFORMATION: Recruitment will remain Open until vacancy has been filled. Priority application screening will take place on July 6th 2020. Effective 7/11/2020 this position will be furlough working 36 hours per week.
Under general supervision, performs a variety of technical duties in support of the City's information systems; provides technical support to users; troubleshoots hardware and software problems associated with the City's computers, telecommunication and security systems, and related equipment; installs hardware equipment and software applications; performs network back-ups; assesses user training needs and trains users in effective use of applications; makes recommendations regarding hardware and software acquisitions; performs database administration; operates specialized and/or complex software; and performs related work as required.
SUPERVISION RECEIVED AND EXERCISED
Receives general supervision from the Information Services Manager. Exercises no supervision of staff.
This is a journey-level class that performs a wide variety of technical support duties related to the City's computer, Geographic Information System (GIS), telecommunications and security systems, and related equipment. Work is typically reviewed both while in progress and upon completion for technical soundness, appropriateness, and conformity to policy and requirements. Responsibilities include troubleshooting hardware and software applications, assuring the security of City personal computers and networks, assisting in the implementation of new software and/or hardware, and the overall maintenance of user accounts.
- Examples of Duties
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.
- Moves and sets up workstations, including supplying computer terminal, data connection, and telephone; installs desktop equipment, software, and network operating systems; installs emulation software and wiring connections to the City's network; installs, maintains, and troubleshoots voice connections, cabling, instruments, and switches; tests and certifies each installed connection, including cellular phones and mobile devices; works with various vendors to support these systems.
- Services existing electronic equipment requiring repair or complex preventive maintenance; performs scheduled upgrades to existing personal computer systems and servers.
- Evaluates wiring needs of new offices and office remodeling; advises contractors of desired wiring configuration.
- Evaluates and diagnoses computer hardware and software problems associated with the City's computers and related equipment including police vehicle systems; performs diagnostic testing; repairs equipment; establishes a maintenance schedule.
- Installs and supports new hardware and new and/or upgraded versions of software applications.
- Communicates and interfaces with end users; instructs end users concerning computer systems and software applications.
- Builds, configures, and implements application servers; performs systems backup for servers.
- Assists users with operational questions or problems and in the use of computer software applications related to specific departmental activities including the website; provides new user training and ongoing support to keep all end users apprised of changes and upgrades to department computer systems and databases.
- Researches, analyzes, designs, and implements changes to departmental databases and other programs.
- Serves as a technical resource for maintaining, enhancing, and upgrading the department's current and long-term computer system operations.
- Researches and tests available computer products, analyzing the relevance of different types of software to department functions and requirements.
- Coordinates with Information Technology staff to resolve problems with system applications; works with software providers to accomplish specific maintenance and modifications.
- Represents the department at conferences on specialized topics and at meetings with appropriate vendors.
- Provides security authorization for application access and coordinates security maintenance on department computer systems with the Information Technology Manager and WAN administrators or technical support staff.
- Manage users, groups and computers in Microsoft Active Directory and Group Policies
- Researches, evaluates, and purchases computer equipment and supplies; maintains inventory; tracks and receives a variety of computer systems and telecommunications equipment, software applications supplies, training materials, and related needs adhering to established purchasing policies.
- Enforces information technology operational policies and procedures.
- Stays abreast of current trends and developments in the field of computer software programs, including GIS, and networking systems on a variety of hardware operating systems.
- Performs other duties as assigned.
- Typical Qualifications
Education 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 two years of college-level coursework in computer science, information technology or a related field and three (3) years of responsible experience in personal computer system installation and support.
Licenses and Certifications:
California drivers' license.
- Applications and functions of computer hardware, software, and peripheral devices.
- Theory and design of information technology.
- Modern principles and practices of installing, configuring, maintaining, troubleshooting, and monitoring application, network, server, and telecommunications systems and infrastructure.
- Physical and virtual network and server infrastructure including hardware, software, real-time monitoring tools, peripherals, and devices.
- Principles of database management and systems development.
- VMware, Windows, and Linux operating systems; local area network (LAN) and wide area network (WAN) design, operations, and support, such as printers, modems, scanners, CD ROM's, routers, switches, and other network devices and various applications.
- Managing Microsoft Active Directory and Group Policies
- Various information technology platforms, operating systems, and software packages including police vehicle systems.
- Principles of relational database management and systems integration.
- Computer and peripheral equipment maintenance methods and procedures.
- Modern office practices, methods, and equipment.
- Record keeping principles and procedures.
- English usage, grammar, spelling, vocabulary, and punctuation.
- Techniques for providing a high level of customer service by effectively dealing with the public, vendors, contractors, and City staff.
- Configure, integrate, and maintain assigned application(s) to meet business needs with or without vendor support.
- Install, configure, maintain, troubleshoot, and monitor physical and virtual network, server, and telecommunications infrastructure and systems.
- Participate in system and infrastructure development, enhancement, and maintenance projects.
- Identify, research, and recommend cost-effective technical system and infrastructure improvements.
- Perform a variety of technical support functions in the installation, evaluation, configuration, operation, troubleshooting, and maintenance of computer hardware, software, servers, network and data communication, mobile, audiovisual, web based applications, and other related technologies and equipment.
- Prepare clear and concise technical documentation, user procedures, reports of work performed, and other written materials.
- Analyze and evaluate data, formulate proposals, and implement computer system plans.
- Establish and maintain a computer maintenance schedule.
- Write system procedures.
- Learn to use new and existing software and hardware.
- Deal tactfully with the customers and staff in providing information, answering questions, and providing customer service.
- Establish and maintain a variety of filing, record keeping, and tracking systems.
- Organize and prioritize a variety of multiple tasks in an effective and timely manner; organize own work, set priorities, and meet critical time deadlines.
- Use tact, initiative, prudence, and independent judgment within general policy and legal guidelines.
- Use English effectively to communicate in person, over the telephone, and in writing.
- Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.
- Supplemental Information
Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone. Standing in and walking between work areas is frequently required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment. Positions in this classification frequently bend, stoop, kneel, and reach to perform assigned duties, as well as 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 up to 50 pounds with the use of proper equipment.
Employees work in an office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances with occasional work outdoors.