IT Technician - Communications Authority

County of San Juan•San Juan Communications Authority, NM

About The Position

The IT Technician provides technical support, troubleshooting, maintenance, and user assistance for San Juan County Communications Authority (SJCCA) information technology systems and equipment. The role serves as a primary technical resource for employees, supporting computers, workstations, peripherals, software, user accounts, and related technology. It also supports technology used in SJCCA’s public safety and 911 communications environment and helps maintain systems essential to emergency communications. Because SJCCA operates continuously, the technician must recognize the importance of system availability, respond promptly to technology problems, and prioritize issues that could affect emergency communications or continuity of operations. The position works with SJCCA leadership and employees, vendors, contracted technology providers, public safety partner agencies, and other technical personnel. Work is primarily indoors in an office and emergency communications center, with duties sometimes performed in equipment rooms, communications facilities, public safety facilities, or other technology locations. The work involves regular use of computers, electronic and telecommunications equipment, cabling, and technology infrastructure. The position may require urgent responses, after-hours or on-call support if assigned, maintenance outside normal business hours, and occasional evening, weekend, holiday, or extended hours based on operational needs.

Requirements

High school diploma or G.E.D.
Demonstrated knowledge of computer hardware, software, operating systems, and common IT troubleshooting practices.
Ability to diagnose and resolve common workstation, peripheral, software, and connectivity problems.
Ability to communicate effectively with technical and non-technical users.
Ability to organize work, document technical activities, and manage multiple service requests and priorities.
Ability to learn and support specialized public safety technology.
Ability to maintain confidentiality and appropriately handle sensitive information.
Ability to successfully complete required background screening and other employment requirements applicable to work in a public safety communications environment.
Must possess and maintain a valid driver’s license and acceptable driving record if required for agency business.
Must respond promptly to urgent technology problems and adjust priorities when critical systems experience outages or degradation.
May be required to perform maintenance, upgrades, or system changes outside normal business hours, work occasional evenings, weekends, holidays, or extended hours, and participate in after-hours or on-call support if assigned.
Must maintain reliable attendance and availability and comply with applicable SJCCA policies, security requirements, background requirements, and State and Federal regulations.

Nice To Haves

Associate’s degree or higher in Information Technology, Computer Science, Cybersecurity, Information Systems, or a related field.
Previous experience providing help desk, desktop support, or technical support.
Experience supporting Microsoft Windows workstations and Microsoft-based business environments.
Experience with user account administration and directory services.
Experience troubleshooting basic network connectivity.
Experience with endpoint security, software deployment, patch management, or device management systems.
Experience in government, law enforcement, fire, EMS, emergency communications, or another public safety environment.
Experience supporting 911, computer-aided dispatch (CAD), call-handling, mapping, logging/recording, radio, or other public safety technology.
CompTIA A+, Network+, Security+, Microsoft, or comparable industry certification.
Relevant education, professional certifications, technical training, military technical experience, or progressively responsible IT work experience; equivalent combinations of training and experience may be considered.

Responsibilities

Provide technical support to employees for computer hardware, software, peripherals, user accounts, and other IT systems.
Receive, diagnose, document, prioritize, resolve, track, and escalate technology problems and service requests; communicate status to users and supervisors.
Troubleshoot desktop and laptop computers, monitors, printers, scanners, telephones, operating systems, office and agency applications, connectivity, and related equipment.
Install, configure, deploy, maintain, repair, replace, and inventory computers and related technology equipment.
Prepare workstations and technology resources for new employees and position changes; install approved applications, operating systems, updates, drivers, and peripherals.
Perform preventive maintenance and routine equipment inspections; coordinate warranty repairs and vendor service; assist with equipment disposal, reassignment, or replacement.
Assist with creating, modifying, disabling, and maintaining authorized employee accounts and system access; support password, authentication, email, application access, onboarding, and separation needs.
Apply access-control procedures and document accounts, equipment assignments, permissions, and system changes.
Support computers and peripherals in the emergency communications center and assist with troubleshooting systems used for 911 call-taking, dispatch, and related public safety operations.
Work with vendors and specialized providers to resolve public safety technology issues; prioritize failures that may affect emergency communications, responder safety, or continuity of operations.
Assist with testing systems after maintenance, repairs, configuration changes, upgrades, or outages; follow procedures for mission-critical systems and promptly notify appropriate personnel of significant failures.
Perform basic wired and wireless network troubleshooting and assist with network equipment, servers, telecommunications systems, and other infrastructure as assigned and authorized.
Review system alerts and equipment status as assigned; assist providers and vendors with maintenance, troubleshooting, installations, and upgrades.
Support technology projects, including equipment replacement, system upgrades, new technology implementation, and infrastructure improvements.
Follow cybersecurity policies and procedures; assist with approved security updates, patches, endpoint protection, and other security controls.
Identify and report suspicious activity, malware, unauthorized software, phishing, unusual system behavior, and suspected security incidents; assist employees with cybersecurity practices.
Protect confidential, sensitive, criminal justice, personnel, and public safety information and follow procedures for privileged accounts, passwords, remote access, removable media, and administrative access.
Maintain accurate service, repair, maintenance, system-change, recurring-problem, hardware, and software records and inventories.
Document configurations, procedures, troubleshooting information, and technical processes; develop user instructions and basic troubleshooting guides as needed.
Maintain vendor, warranty, licensing, and equipment information; assist with technology research, quotes, specifications, purchasing, and procurement documentation.
Maintain cooperative working relationships and explain technical information clearly to non-technical users.
Coordinate vendor support calls and visits, provide basic technology instruction, participate in technology planning and improvement discussions, and assist with special projects and other assigned technology duties.