Technology Support Specialist I

City of Stockton • Stockton, CA

9d • Onsite

About The Position

The City of Stockton's Fire Department is seeking a Technology Support Specialist I to fill one vacancy. This role involves identifying and solving personal computer hardware and software problems, providing technical customer support and training, and assisting end-users with various systems including mainframe, mid-range, client/server, desktop computers, and networks. The incumbent will act as a help-desk expert, offering both on-site and telephone support. This is an entry-level position within the Technology Support Specialist series, requiring a basic understanding of IT hardware, software, and communication protocols, along with analytical and diagnostic skills. The role involves routine tasks while learning the specifics of the City's IT systems and procedures. Advancement to a higher level is possible after a probationary period and gaining additional experience and demonstrating proficiency.

Requirements

• Possession of an Associate of Arts degree or completion of sixty semester units or equivalent quarter hours from an accredited college or university with major course work in business administration, computer science, or a closely related field.
• IT Support experience may be substituted for the education on a year-for-year basis.
• Must possess the physical characteristics to perform the critical and important duties of the job, including sufficient dexterity, stamina, and physical strength to lift and carry up to 50 pounds and to operate related equipment.
• Must possess a valid California Class C driver's license in order to work at remote user sites.
• Knowledge of principles and practices of technical problem solving, personal computer hardware and software products and diagnostic methods, server connectivity, WAN, LAN, and basic TCP/IP network.
• Knowledge of principles, practices, and techniques for providing customer support.
• Knowledge of principles and practices of LAN concepts, terminology, and system security.
• Knowledge of principles and techniques for evaluation of work processes for new or revised computer applications.
• Knowledge of principles of technical report preparation and documentation, including computer research and analysis techniques.
• Skills in solving software programming and system design problems from minimal diagnostic information.
• Skills in reviewing and analyzing computer user needs and develop effective hardware and software solutions.
• Skills in providing technical guidance and assistance to users, customers, and team members.
• Skills in maintaining organized and accurate records, user procedures, reports of work performed, and other written material.
• Skills in communicating effectively both orally and in writing.
• Skills in recognizing problems, developing recommendations and solutions, and overseeing corrections within specialty.
• Skills in establishing and maintaining effective working relationships with those contacted in the course of the work.

Nice To Haves

• If deemed necessary, must be willing to work additional hours and/or weekends to provide operational support.
• May be required to complete a background investigation and a California Department of Justice fingerprint clearance.

Responsibilities

• Installs and upgrades desktop hardware, software, and peripheral equipment; configures system for optimum operations.
• Provides a full range of assistance and help to system and equipment users in the role of help-desk expert.
• Trains users in operating systems, computer language, application programs, utilities, and hardware operations; assists users in applying computer training to work environment; creates technical documents and computer training for end-users.
• Serves as liaison between vendor, technical support, network, and departments to resolve radio or personal computer operational problems; coordinates and implements corrective measures.
• Reviews change notices for information update and notifies customers.
• Receives problem calls, tracks problem events, and updates knowledge base.
• Diagnoses and troubleshoots radio or personal computer hardware and software problems using diagnostic tools within established time frame.
• Designs, installs, troubleshoots, maintains, and administers local area networks.
• Performs software/database needs assessment; develops, designs, programs, tests, and maintains customized micro-computer applications.
• Reviews trends, recommends event reduction measures, and escalates problems to appropriate second-level support.
• Prepares and tracks radio or computer hardware and software inventory, and surpluses obsolete radio or computer equipment.
• Notifies supervisor or appropriate stakeholder regarding procedural or operational problems and user training needs.

Benefits

• City of Stockton 9/80 schedule: 7:30 a.m. - 5:30 p.m. Monday through Thursday; 8:00 a.m. - 5:00 p.m. Fridays; with every other Friday off.
• Incumbents in this position are included in the Civil Service system, in a "for-cause" employment status, and are represented by Stockton City Employees' Association. (Classified/Represented).
• Veteran's Preference Points for entrance into the Civil Service (not applicable to promotional list).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree