Information Technology Technician III

Sonoma County Library•Rohnert Park, CA

2d•Onsite

About The Position

Sonoma County Library creates community through discovery, culture and connection. We are known locally for our engaged, creative, and empowered staff. We rely on community input to guide our decisions, and we proudly champion diversity and equity in all aspects of our organization. Libraries are for everyone. This is a tremendous opportunity to be part of a mission-driven public agency, and help transform the literacy and education landscape for all Sonoma County residents. If you would like to join our team of dedicated professionals, we invite you to apply. We are seeking a skilled and customer-focused Information Technology Technician III to provide advanced technical support in maintaining and enhancing the library’s technology systems and services. Candidates who successfully complete the interview process will be added to a pre-qualified list and may be considered for other vacancies that arise in the next twelve months. Under general direction, the Information Technology Technician III provides advanced technical support and leadership in the implementation, maintenance, and support of enterprise information technology systems. This position performs complex troubleshooting, system configuration, and technical support activities for networked computing environments, with an emphasis on Windows Server environments, Active Directory, and Group Policy. The incumbent ensures the reliability, security, and performance of systems and supports the deployment of new and emerging technologies. The incumbent works collaboratively with the Information Technology Specialist (Network Administrator) and other IT staff to support and maintain network infrastructure, including switches, firewalls, servers, and enterprise systems. This role functions as a liaison between technical staff to ensure adherence to established standards, protocols, and operating procedures. Responsibilities include diagnosing and resolving hardware, software, and network issues; implementing system updates and security measures; maintaining system performance; and supporting enterprise services such as email and mobile device management. This position participates in the planning, testing, and implementation of new or modified systems and technologies, including connected and emerging technologies such as IoT devices, as assigned. The incumbent may also develop and deliver technical training, prepare documentation, and provide instruction to staff on systems, software, devices, and related procedures to promote effective use of technology resources. The Information Technology Technician III serves as an escalation point for advanced technical issues and may provide lead direction to technical staff, coordinate work assignments, and act in a lead capacity in the absence of IT management. This position requires strong technical expertise, effective communication skills, and the ability to manage multiple priorities while delivering a high level of customer service and technical support.

Requirements

Equivalent to an associate’s degree from an accredited college or university in computer science or related field
Three (3) years providing technical support to users of complex, multi-platform computer systems
Two (2) years of experience performing lead or supervisory duties (for Supervisory Assignments)
Experience and education related to network administration is required for positions directly involved with network operations (for Specialized Skill Assignments)
Experience and education related to training is required for positions directly involved with training (for Specialized Skill Assignments)
Must possess and maintain a valid California Class C Driver License
Knowledge of integrated library information systems
Knowledge of policies, practices, and procedures of public services
Knowledge of principles and practices of employee supervision, including work planning, assignment, review and evaluation, and the training of staff in work procedures
Knowledge of capabilities and limitations of various computer systems, commercial software, and networks
Knowledge of principles of information systems configuration especially related to personal computers and networks
Knowledge of principles and practices used in the operations, maintenance, and administration of network operating systems, personal computer system hardware, and related software systems
Knowledge of techniques and methods of computer hardware and software evaluation, implementation, and documentation
Knowledge of personal computer and network system application software packages
Knowledge of personal computers and peripherals, as well as network hardware, including hubs, switches, and cabling
Knowledge of troubleshooting, configuration, and installation techniques
Knowledge of operating system products, network technology, computer hardware, and software applications used by the library
Knowledge of principles of electronic data communications
Knowledge of principles of graphical user interfaces
Knowledge of general principles of office automation
Knowledge of occupational hazards and standard safety procedures
Knowledge of business letter writing and record keeping principles and procedures
Knowledge of modern office practices and methods including recordkeeping, data collection, and report writing
Knowledge of English usage, grammar, spelling, vocabulary, and punctuation
Knowledge of techniques for providing a high level of customer service by effectively dealing with vendors, library users and staff
Ability to perform a variety of functions in the operation of a variety of computer equipment and peripheral components; troubleshoot related problems and take appropriate action
Ability to administer information systems operations on large LAN and WAN systems
Ability to coordinate work functions and activities with other units and with Library management
Ability to identify and resolve hardware and software problems and perform necessary repairs
Ability to read, interpret, and apply a variety of technical information (e.g., technical manual documentation)
Ability to communicate with library users and staff
Ability to set up PC and network hardware and install and configure software and systems
Ability to plan, organize, schedule, assign, review, and evaluate the work of staff; train staff in work procedures
Ability to train library users and staff on software applications and hardware usage
Ability to work with and maintain confidential and sensitive information
Ability to prepare clear and concise reports, correspondence, and other written materials
Ability to interpret, explain, and ensure compliance with library policies and procedures
Ability to establish and maintain a variety of filing, record keeping, and tracking systems
Ability to respond to and effectively prioritize multiple phone calls and other requests for service
Ability to make accurate arithmetic and statistical computations
Ability to organize and prioritize a variety of projects and multiple tasks in an effective and timely manner; organize own work, set priorities, and meet critical time deadlines
Ability to operate modern office equipment including computer equipment and specialized software applications programs
Ability to use English effectively to communicate in person, over the telephone, and in writing
Ability to understand scope of authority in making independent decisions
Ability to review situations accurately and determine appropriate course of action using judgment according to established policies and procedures
Ability to establish and maintain working relationships with those contacted in the course of work

Nice To Haves

Emphasis on Windows Server environments, Active Directory, and Group Policy
Experience with network infrastructure, including switches, firewalls, servers, and enterprise systems
Experience with connected and emerging technologies such as IoT devices
Experience with mobile device management
Experience with telecommunication systems

Responsibilities

Diagnosing and resolving hardware, software, and network issues
Implementing system updates and security measures
Maintaining system performance
Supporting enterprise services such as email and mobile device management
Participating in the planning, testing, and implementation of new or modified systems and technologies, including connected and emerging technologies such as IoT devices, as assigned
Developing and delivering technical training
Preparing documentation
Providing instruction to staff on systems, software, devices, and related procedures to promote effective use of technology resources
Serving as an escalation point for advanced technical issues
Providing lead direction to technical staff, coordinating work assignments, and acting in a lead capacity in the absence of IT management
Coordinating IT projects, personnel, and systems to facilitate access to the library’s inter-networked computer systems
Providing computer data network services for library staff and users
Receiving, prioritizing, and coordinating responses to help requests
Estimating and providing materials, equipment, and staff as needed
Functioning as a liaison between the Network Administrator and the Information Technology Technicians to ensure standards and protocols are maintained
Assisting in coordinating activities with the help desk, network services, and/or other Information Technology staff
Leading and participating in the inspection, troubleshooting, diagnosis, and resolution of network and related system, hardware, software, and peripheral malfunctions
Assessing system performance and identifying, analyzing, and resolving network problems, modifying network configurations as appropriate
Coordinating response to emergency maintenance and repair situations
Providing high level technical support and assistance to library staff and others related to computer networks
Serving as the primary contact for and resolving related issues, conflicts, and concerns
Responding to inquiries and providing information concerning system operations, projects, malfunctions, equipment, upgrades, practices, procedures, and related software applications
Contacting appropriate resources for additional assistance when required
Installing, configuring, testing and monitoring the operations of both hardware and software
Installing, configuring, upgrading, troubleshooting, repairing, and participating in the selection of a variety of servers, hubs, routers, switches, user stations, firewalls, cabling, interface cards, modems, drives, printers, scanners, monitors, plotters, optical mark readers, and other peripherals and network components
Maintaining network system security and servers
Leading efforts in testing and evaluating hardware and software products and making recommendations for purchase and use
Responsible for investigating and deploying new systemwide technologies in an assigned area
Upgrading, updating, and ensuring proper running of security applications
Adjusting and modifying systems to enhance operations as appropriate
Performing preventative maintenance on network-related equipment and related facilities
Creating email boxes for users, teams, and departments
Troubleshooting email connection, access, security, firewall, and storage issues
Maintaining the active directory of users by adding, removing, and/or editing users
Creating access rights to users and user groups
Creating groups and mailing lists
Providing, configuring, and setting up a variety of mobile devices for library staff and members of the Library Commission
Reviewing and managing inventory levels of network and computer supplies and equipment
Conducting product and vendor research
Reviewing, coordinating, and authorizing minor purchases
Determining when to retire computer models
Recommending major software and equipment acquisitions and upgrades
Conferring with vendors to obtain information, resolve problems, arrange and conduct demonstrations and evaluations, order repair parts, supplies, and documentation
Installing, troubleshooting, maintaining, and repairing electronic equipment as needed
Preparing and maintaining records, logs, and files related to assigned activities
Recovering computer assets and evaluating/repurposing viable hardware
Decommissioning obsolete hardware
Participating in group problem solving activities to promote continual business process improvements and initiatives
Learning and applying emerging technologies and, as necessary, performing duties in an efficient, organized, and timely manner
Communicating orally, in writing, or through graphic representations and statistical summaries with library staff and users, and representatives of various organizations
Providing oversight, direction, and supervision to information technology support staff
Scheduling and assigning duties
Reviewing work upon completion for quality control purposes
Assisting with employee selection, orientation, evaluating and training assigned employees
Developing performance management plans for assigned staff
Acting as Person-in-Charge in absence of Information Technology Manager, including making responsible and appropriate decisions based on departmental priorities and needs
Ensuring adherence to library policies and procedures
Providing instruction and documentation to staff on the use of various information systems, software, hardware, devices, policies and procedures
Designing and implementing training to meet recognized needs
Assisting with the implementation of new and modified system procedures, software, and hardware
Documenting computer application settings and other pertinent computer technology for staff reference
Functioning as the library’s technology training coordinator
Providing technology training
Providing functional supervision and being responsible for project management