Information Technology Technician I

City of Los Banos•Los Banos, CA

About The Position

Troubleshoots, analyzes, and resolves system- and application-related support requests, including work in Systems, Help Desk, Geographic Information Systems (GIS), and Web specialties. Assists and trains users on personal computer hardware and software, provides systems support, and performs related work as assigned. The position receives direct supervision from the Information Technology Director. The technician supports City users, equipment, applications, and infrastructure. Work includes diagnosing and maintaining computers, mobile devices, printers, network equipment, servers, storage, and related software; assisting with application deployment, backups, security, email, Active Directory, GIS, web content, and audiovisual systems; and providing technical support for City meetings and Government Channel broadcasts. The role also includes documentation, inventory, research, quality assurance, user training, vendor coordination, and project support. Support outside normal business hours and rotated on-call duties may be assigned.

Requirements

Must be at least 18 years old by the application date.
Education equivalent to completion of twelfth grade.
Valid California Class C driver license.
Six months of responsible paid or unpaid computer-related work experience, including proficiency with technology related to that used by the City of Los Banos.
Knowledge of server-system concepts; computer systems analysis; LAN and WAN concepts, terminology, management applications, and processes; and information-systems security principles.
Knowledge of personal computers, information systems, and Internet technologies applicable to Systems, Help Desk, or Web specialties; commercially available software including GIS, Global Planning Systems, automated mapping systems, and database management; and server and desktop virtualization.
Ability to analyze equipment problems, identify equipment, interpret help desk requests, explain work to others, and observe safety rules.
Ability to learn specialized functions, procedures, and technical-support tasks through training or other reasonable instruction.
Strong analytical skills and ability to respond quickly when problems occur.
Ability to troubleshoot, configure, repair, and install microcomputer, server, storage, and network hardware; install and troubleshoot applications; and assist with server configuration and maintenance under general guidance.
Ability to independently address complex business and technical issues.
Ability to communicate tactfully and effectively with staff and the public, remain calm, and follow protocols in stressful or emergency situations.
Ability to read and understand technical manuals, coordinate with customers, obtain project information, and work with vendors to resolve computer application and client issues.
Ability to perform technical GIS research and maintain accurate computer records and procedures.
Ability to work outside normal business hours when assigned and provide on-call support on a rotated basis.
Ability to understand and follow oral and written instructions and establish effective working relationships.
Must pass a Department of Justice security background check.
Physical ability to intermittently sit, bend, squat, climb, kneel, twist, grasp, push, pull, perform fine manipulation, and lift or carry up to 50 pounds.

Nice To Haves

Hardware, software, and/or network certifications.
Associate’s degree from an accredited college or university in Computer Science, Information Technology, or a related field.
Experience with specialized hardware and applications used in City government departments, including Police, Fire, Public Works, Recreation, Finance, Human Resources, Planning, and Administration.

Responsibilities

Maintain reliable and punctual attendance.
Help users locate and resolve computer, communications, hardware, and software problems involving desktop computers, mobile data computers, and Android or iOS devices.
Install, support, maintain, and diagnose software, hardware, and network devices; escalate problems to the Information Technology Director or software vendors when appropriate.
Assist with City-wide training on hardware, software, and desktop applications.
Gather information needed to complete projects.
Use third-party installation and maintenance tools to package applications for deployment to City computers; test packages, troubleshoot rollouts, monitor deployment reports, and correct, report, or escalate issues as appropriate.
Perform research and development involving personal computers and related software.
Provide quality assurance for assigned work orders, projects, and computer applications.
Provide technical support to customers using standard City hardware, software, and applications, including Internet-related tasks.
Assist in developing policies and procedures.
Research and evaluate developments in information technology, including computer hardware and software, networks, virtualization, and storage.
Troubleshoot and maintain computer hardware, software, printers, and network-related systems.
Physically install technology equipment and components, including server, storage, and network equipment and rack-mounted equipment.
Assist with hardware and software inventory and document technology assets.
Assist users with GIS map and data maintenance and perform technical GIS research.
Remotely diagnose and resolve hardware, application, and operating-system problems on Windows computers and Android and iOS devices.
Assist callers with network connectivity problems and keep users informed about project, program, and service-call status under established procedures.
Assist users with web content maintenance and create, modify, and maintain advanced scripted and dynamic web pages and applications using standard formats.
Monitor data backups, identify needed changes, and modify scripts or software to maintain consistent and reliable routine backups.
Assist with configuration of networked copier and printer hardware and help users operate equipment, especially for document scanning and network printing.
Assist with configuration of rules and services that protect City network integrity and security, including basic troubleshooting of firewalls, switches, and other connectivity and security equipment and software.
Assist with maintenance, management, and troubleshooting of the City email system.
Assist with management of the audiovisual system in City Council Chambers; broadcast and record meetings, monitor and adjust video and audio feeds, and support technology-related meeting operations.
Maintain Active Directory user accounts and file permissions.
Maintain programming on the Government (PEG) Channel and its feed to the City’s YouTube channel; coordinate repair of the feed to television providers such as Comcast and AT&T.
Support IT systems and infrastructure outside normal working hours when needed and assigned, and provide rotated on-call support.
Build and maintain positive working relationships with coworkers and the public through good customer service.
Handle sensitive and confidential information in accordance with legal standards and City regulations, document and maintain accurate computer records and procedures, coordinate with customers and vendors, and perform other related duties as assigned.