III – Police

City of San Jose•San Jose, CA

1d•Onsite

About The Position

The San José Police Department is dedicated to providing public safety through community partnerships and 21st Century Policing practices, ensuring equity for all. The Department is committed to treating all of San Jose’s diverse community members with dignity, fairness, and respect, while protecting their rights and providing equal protection under the law. The San José Police Department relies on mission-critical technology systems that operate 24 hours a day, 7 days a week, 365 days a year to support public safety operations. The Department maintains one of the largest and most complex technology environments within the City of San José, including 21 remote facilities, more than 1,000 desktop workstations, approximately 450 Mobile Data Computers (MDCs), and over 80 application and database servers operating within a Microsoft Active Directory environment. Under the direction of the Department Information Technology Manager within the Systems Development Division's Infrastructure Team, the Network Technician I/II/III will provide technical support, network and endpoint troubleshooting, equipment deployment and maintenance, and operational support for the Police Department’s mission-critical technology environment.

Requirements

Network Technician I: Completion of high school or equivalent (General Education Development [GED] Test or California Proficiency Certificate) AND six (6) months of college-level coursework equivalent to 15 semester/22 quarter units or vocational training or technology technician apprenticeship, both covering computer-related work such as computer and mobile endpoints repair, technical troubleshooting, application support, or other related duties. Acceptable Substitution: Six (6) months of qualifying experience may substitute for the college-level education.
Network Technician II: One (1) year of college-level coursework equivalent to 30 semester/45 quarter units or vocational training or technology technician apprenticeship AND one (1) year of experience, both covering computer-related work such as computer and mobile endpoints repair, technical troubleshooting, application support, or other related duties. Acceptable Substitution: Additional qualifying experience may substitute for the college-level education on a year-for-year basis.
Network Technician III: Two (2) years of college-level coursework equivalent to 60 semester/90 quarter units or vocational training or technology technician apprenticeship AND two (2) years of experience, both covering computer-related work such as computer and mobile endpoints repair, technical troubleshooting, application support, or other related duties. Acceptable Substitution: Additional qualifying experience may substitute for the college-level education requirement on a year-for-year basis.
Possession of a valid State of California driver’s license.
Network Technician II & III: Possess a valid CompTIA A+ certificate, or equivalent professional, industry recognized certification acceptable to the City. One (1) additional year of related experience can substitute the CompTIA A+ requirement.
Network Technician III: Possess a valid Microsoft Specialist certification or an equivalent professional, industry recognized certification acceptable to the City within 6 months of hire.
Submit to a personal background investigation as required by the Police Department.

Nice To Haves

Experience supporting technology in a law enforcement, public safety, emergency communications, or criminal justice environment.
Experience installing, configuring, maintaining, and troubleshooting Mobile Data Computers (MDCs), desktop computers, laptops, and peripheral equipment.
Experience troubleshooting wired and wireless network connectivity, switches, wireless access points, TCP/IP, and related network infrastructure.
Experience supporting Microsoft Windows 11, Active Directory, Microsoft 365, and enterprise endpoint management and security technologies.
Experience supporting and troubleshooting Voice over Internet Protocol (VoIP) telephone systems and related communications equipment.
Experience working with CJIS security requirements, DOJ compliance standards, cybersecurity policies, and security controls applicable to law enforcement technology environments.
Experience using Help Desk/ticketing, remote support, system monitoring, and asset management tools.
Experience supporting CAD, RMS, AFR, Mobile Data Computing (MDC), or other public safety technology systems.
Experience providing technical support in a 24/7 mission-critical environment, including after-hours support, incident response, and scheduled maintenance.
Customer-focused technology professional with strong technical, analytical, troubleshooting, and problem-solving skills.
Ability to effectively diagnose and resolve computer, mobile device, network connectivity, hardware, software, and related technical issues while supporting a mission-critical public safety environment.
Ability to manage multiple priorities, communicate effectively with technical and non-technical users, work independently and collaboratively as part of a technical team, and respond effectively to urgent operational needs.
Demonstrates initiative, sound judgment, accountability, attention to detail, and a strong commitment to providing reliable and responsive customer service.
Knowledge of computer and mobile endpoint hardware, Microsoft Windows operating systems, network connectivity, peripheral equipment, and enterprise technical support.
Experience installing, configuring, maintaining, and troubleshooting desktop computers, laptops, Mobile Data Computers (MDCs), printers, and related hardware and software.
Demonstrates knowledge of wired and wireless networking, TCP/IP, switches, wireless access points, Active Directory, endpoint security, and related network technologies.
Experience supporting Microsoft 365, VoIP communications, Help Desk operations, remote support tools, and system monitoring technologies is desirable.
Possesses an understanding of information technology best practices, cybersecurity principles, security policies, and applicable CJIS and DOJ requirements.
Professional certifications related to computer support, networking, Microsoft technologies, cybersecurity, or other information technology disciplines are desirable.
Communicates effectively both verbally and in writing. Demonstrates active listening skills and the ability to gather information from users, explain technical issues and solutions clearly, and communicate effectively with both technical and non-technical personnel.
Prepares clear and accurate technical documentation, Help Desk records, procedures, and user communications.
Experienced with computer and mobile endpoint hardware, Microsoft Windows operating systems, Microsoft Active Directory, Microsoft 365, endpoint security technologies, remote support tools, and Help Desk/ticketing systems.
Knowledge of wired and wireless networking, TCP/IP, network switches, wireless access points, printers and peripheral devices, mobile computing technologies, and related network troubleshooting tools.
Familiarity with PowerShell and other technical support or system administration tools is desirable.
Identifies technical issues, evaluates available information and alternatives, and exercises sound judgment in determining appropriate solutions or escalating issues when necessary.
Demonstrates the ability to balance operational needs, technical considerations, security requirements, established procedures, and customer needs when making decisions in a mission-critical public safety environment.
Uses a logical and systematic approach to diagnose and resolve hardware, software, network connectivity, mobile computing, and user access issues.
Identifies root causes, evaluates possible solutions, and takes appropriate corrective action or escalates issues to higher-level technical staff when necessary.
Demonstrates initiative and persistence in resolving technical problems while maintaining system reliability and service continuity in a mission-critical environment.
Builds and maintains effective working relationships with colleagues, customers, supervisors, vendors, and other technical teams.
Collaborates effectively to troubleshoot and resolve technical issues, supports team objectives, and demonstrates professionalism, flexibility, cooperation, and respect in all interactions.
Provides responsive, professional, and solution-oriented technical support to users and stakeholders.
Demonstrates a commitment to delivering high-quality service, understanding customer needs, communicating effectively, and ensuring timely resolution or appropriate escalation of technical issues in a mission-critical public safety environment.

Responsibilities

Install, configure, maintain, and troubleshoot Mobile Data Computers (MDCs), Automated Information System (AIS) workstations, desktop computers, laptops, and related peripheral equipment.
Respond to technical support and Help Desk requests and diagnose hardware, software, network connectivity, and user access issues.
Troubleshoot wired and wireless network connectivity, including network connections, cabling, access points, switches, and related network infrastructure.
Install, configure, maintain, and troubleshoot Windows-based workstations and associated applications in a Microsoft Active Directory environment.
Support and troubleshoot the Department's Voice over Internet Protocol (VoIP) telephone systems and related communications equipment.
Assist with deployment, configuration, patching, upgrades, and lifecycle replacement of desktop and mobile computing equipment.
Support endpoint security technologies, including antivirus/endpoint protection, system updates, device configuration, and security policies.
Assist with Active Directory administration, including computer accounts, user access, group membership, and related workstation and network support functions.
Maintain accurate documentation, equipment inventory, service records, and Help Desk tickets.
Provide technical support for systems operating in a 24/7 public safety environment and participate in after-hours support, scheduled maintenance, or emergency response as required.