Information Systems Technician

Description

DEFINITION

Under general supervision, performs a variety of technical duties in support of the City's management information system; provides technical desktop support to users; troubleshoots hardware and software problems associated with the City's computers, Enterprise Resource Program (ERP), Cellular communication and security systems, and related equipment; installs hardware equipment and software applications; assesses user training needs and trains users in effective use of applications; makes recommendations regarding hardware and software acquisitions; performs database administration; and performs related work as required.

SUPERVISION RECEIVED AND EXERCISED

Receives general supervision from assigned supervisory or management personnel. Exercises no direct supervision over staff.

CLASS CHARACTERISTICS

This journey level classification is responsible for independently performing technical duties in support of the Information Systems Department. Positions at this level exercise judgment and initiative in their assigned tasks, receive only occasional instruction or assistance as new or unusual situations arise, and are fully aware of the operating procedures and policies of the work unit.

Examples of Duties

EXAMPLES OF TYPICAL JOB FUNCTIONS (Illustrative Only)

Essential functions may include, but are not limited to, the following:

• Sets up workstations, including supplying computer, data connection, and telephone; builds personal computer systems from images; installs desktop equipment, and software; troubleshoots voice connections, cabling, and instruments; tests and certifies each installed connection, including cellular phones and tablets; works with various vendors to support these systems.

• Services existing electronic equipment requiring repair or preventive maintenance; performs scheduled upgrades to existing personal computer systems and other devices.

• Evaluates and diagnoses computer hardware and software problems associated with the City's personal computers and related equipment; performs diagnostic testing; repairs equipment.

• Installs and supports new hardware and new and/or upgraded versions of software applications; works with other team members on scheduling and implementing systems upgrades.

• Creates and maintains network shares and network printers.

• Assists users in procedures to efficiently access network resources.

• Adds and sets up new users on various City-wide and department specific hardware, software, and active directory systems; assists users with operational questions or problems.

• Assists users with operational questions or problems and in the use of computer software applications related to specific departmental activities; keeps all end users apprised of changes and upgrades to department computer systems and databases.

• Installs, configures, and administers a variety of applications; works with software and phone vendors for software upgrades and troubleshooting issues.

• Serves as a technical resource for maintaining, enhancing, and upgrading the department's current and long-term computer system operations.

• Researches and tests available computer products, analyzing the relevance of different types of software to department functions and requirements.

• Coordinates with vendor representatives to resolve problems with system applications and with troubleshooting, repair, maintenance, and programing of body camera and in vehicle camerain the public safety system; works with software providers to accomplish specific maintenance and modifications

• Researches, and evaluates computer equipment and supplies; maintains inventory; tracks and receives a variety of computer systems and Cellular communications equipment, software applications supplies, training materials, and related needs adhering to established purchasing policies.

• Enforces information technology operational policies and procedures.

• Stays abreast of current trends and developments in the field of computer software programs and networking systems on a variety of hardware operating systems.

• Performs other related duties as assigned.

Typical Qualifications

QUALIFICATIONS

Knowledge of:

• Operational characteristics of desktop, network, and communication systems hardware, software, and peripheral equipment.

• Principles, practices, methods, and techniques of troubleshooting, diagnosing, and resolving desktop computer hardware and software issues.

• Methods and techniques of eliciting information from end users to determine potential problem areas.

• Business mathematics.

• Principles and practices of technical documentation.

• Diagnostic tools used in troubleshooting hardware, software, and connectivity issues.

• Software applications used by the City and in the industry.

• Tools and equipment used in testing the functionality of computer systems.

• Applications and functions of computer hardware, software, and peripheral devices.

• Operational characteristics of Windows operating systems.

• Principles and practices of hardware and software technical support, such as printers, modems, scanners, copiers and various applications.

• Computer and peripheral equipment maintenance methods and procedures.

• City and mandated safety rules, regulations, and protocols

• Techniques for providing a high level of customer service by effectively interacting with the public, vendors, contractors, and City staff.

• The structure and content of the English language, including the meaning and spelling of words, rules of composition, and grammar.

• Modern equipment and communication tools used for business functions and program, project, and task coordination, including computers and software programs relevant to work performed.

Ability to:

• Examine, troubleshoot and diagnose, workstation hardware and software using logic to solve problems.

• Operate, install, maintain, configure, and troubleshoot a variety of highly technical computer equipment and peripherals.

• Elicit accurate and complete information from users to formulate responses and solutions.

• Learn to use new and existing software and hardware.

• Provide technical support to a diverse range of hardware and software.

• Prepare technical documentation on work performed.

• Perform technical User administration tasks.

• Establish and maintain a variety of filing, record-keeping, and tracking systems.

• Organize own work, set priorities, and meet critical time deadlines.

• Effectively use computer systems, software applications relevant to work performed, and modern business equipment to perform a variety of work tasks.

• Communicate clearly and concisely, both orally and in writing, using appropriate English grammar and syntax.

• Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.

Education and Experience:

Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying. A typical way to obtain the required qualifications would be:

Education:

• Equivalent to an associate degree from an accredited college in computer science, data processing, or a related field.

Experience:

• Two (2) years of increasingly responsible experience in providing technical hardware and software support to a comprehensive technology program.

Licenses and Certifications:

• Possession of a valid California Driver's License, to be maintained throughout employment.

• Possession of a valid California Law Enforcement Telecommunication Systems (CLETS) CJIS Security (Advanced) Certification, to be obtained within thirty days of employment and maintained throughout employment.

• Possession of, or successful acquisition within probationary period, a valid FEMA ICS (EOC) Certification, to be maintained throughout employment.

Supplemental Information

Physical Demands

Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone. This is primarily a sedentary office classification although standing in work areas and walking between work areas may be required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard and to operate standard office equipment. Positions in this classification occasionally bend, stoop, kneel, reach, push, and pull drawers open and closed to retrieve and file information.

Employees must possess the ability to lift, carry, push, and pull materials and objects averaging a weight of 50 pounds or heavier weights, in all cases with the use of proper equipment and/or assistance from other staff.

Environmental Elements

Employees work in an office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employees may interact with upset staff and/or public and private representatives in interpreting and enforcing departmental policies and procedures.

Working Conditions

Occasional evening and weekend work may be required as job duties demand.

Tentative Recruitment Timeline

First-Round Interviews during week of June 10th